New Message Catalog editor

Introducing our new Admin >Message Catalog editor, which allows for better message management across your business. The Message Catalog allows Admins to define reusable messages that can be leveraged across multiple areas of the Quiq product, including all areas that Snippets can be selected, and in Proactive AI, Conversation Rules, and Bots. This allows you and your team to share commonly used messages quickly and easily, saving time and eliminating typographical errors. e.

All Snippets in your Quiq site, both those available for everyone & those owned by individual agents, automatically have corresponding Catalog Messages. This allows Admins the ability to easily view, create and modify all Snippets in your Quiq site from the Message Catalog. The Snippets set to be available for everyone will be listed in the Global view in the Message Catalog, and those owned by individual agents will be listed in the Agent view. Please note that going forward, global Snippets (those set to be available for everyone) can be viewed, created and modified from the Message Catalog editor, instead of in the Settings > Snippets editor. Agents can still view, create & update their individually-owned Snippets from the Snippets editor.

To create a new global Snippet in the Message Catalog, select the product areas that you want it to be visible from in the Message's Availability settings. For all agent-facing Snippet scenarios, select Agent Conversations, Outbound Notifications, and Start Conversation. To find and edit a Snippet in the Message Catalog, use the Search button to search by Label, Trigger or ID.

Message Variables & Placeholders can also be defined in Catalog Messages. Placeholders are a new feature that allow an Admin to define spots in a Snippet that agents may need to fill out manually at the time they are authoring the message, before the message is sent to the customer. Placeholders display as an editable UI input form directly within the message text to draw the agent’s attention and assist in filling everything out before sending the message. A Message Variable set as a placeholder can be associated with a Field, in which case it will only need to be manually populated by the agent if that field doesn't have a value when the Snippet is selected. Placeholders can also be defined without an associated Field, which means that the placeholder will always need to be filled in by the agent. This type of placeholder may be useful if your organization makes use of Snippets that contain spots in the message's text content that always need to be filled in by your agents before the message is sent to the customer - adding a placeholder to those locations in the Snippet's text will allow the agent to more easily see where that content needs to be set.

Documentation is available to help you get started using the Message Catalog. Affected Users: Administrator