Predefined content library contains ready-made, commonly used content and responses that an agent can use for conversations.
To view the predefined content library:
1. Log in to your Conversational Cloud account. The homepage appears.
2. On the hamburger menu click the Engage tab and click Campaign Builder. The Campaign Builder page appears.
3. Click the Predefined Content option at the bottom of the page. The Predefined Content library page appears.
The page options are as follows:
- Select option: Click to select single or multiple content strings from the library.
- Content: Represents all the content available in the library formatted into different fields such as status, name, category, skills, language, and hot keys.
- Action: Click to view the different options that can be performed.
The options are as follows:
Add: Click to add new content to the library, set the language, title, text, dynamic text, category, skill, hotkey, and set the content to active or inactive.
Edit: Click to edit the content or other attributes of the selected content.
Assign skills: Click to assign a skill to the selected content.
Delete: Click to delete the selected content.
Import: Click to import up to 10000 content strings using a .csv file.
Export: Click to export content stringss from the library in .csv file format.
Manage categories: Click to add, edit, delete or set the order of Predefined Content, within the Agent workspace.
Utilize the available options to add, edit, and manage predefined content to be used in the Agent Workspace.
Ready to move on to the things your contact center should be considering as you begin? Click here to proceed.
