1 - This is a list of all messages that are available to the agent for editing. Users of this page can only see messages in the Segments to which they have been granted access. The message’s segment is determined by its topic.
2 - Use these buttons to create new messages or delete existing messages. When deleting a message, iService will display the Campaigns and Mailings in which the message is used, and prompt for confirmation. If the message is used in a Campaign or Mailing, they must first be removed before the message can be deleted.
1.Name - The name is a label that is displayed in the Message List and in other iService screens.
2.Description - This description is used to explain the purpose of the message.
3.Subject Line -This is the subject line of the message that will be viewed by the recipient.
4.Topic. All interactions within iService must have an assigned topic. This topic determines the Segment in which the message resides, which then determines agents that will have access to the message.
5.Include Ref# in Subject Line - This option will include the standard iService reference number in the subject line of the message. In some cases, the sender may not want the Ref# displayed in the subject line, especially if the message is personal or is not intended to receive a reply. The Ref# is used by iService to link any responses from the contact with the original outbound email. This association creates a message thread within interaction history that makes it easier to view the overall conversation with the contact.
6.Plain text message - Mailings are delivered as multi-part messages that include a text body and a rich text (HTML) body. This ensures that regardless of the recipient’s email client (cell phone, Outlook, etc.), the message will be rendered properly. The plain text body may include stock responses and variables, similar to composing responses from the Message Queue page. All of the contact properties to which the agent has access may be used as variables when composing a message. Variables are inserted where the cursor is placed in the text box by clicking the variable name. Although listed in the Variable quick pick list, you can also type them directly such as $ContactProperty-'Job Title'$. Be sure to use a single quote around the actual property name instead of double quotes.
7.Rich text message - The HTML body section of the page functions the same as the Plain Text Body which is described above. The same variables and stock responses may be used in both areas, and the preview panel will display using your properties. The most common method for constructing the HTML body is to use an HTML editor. For simple messages that include only basic markup, like font styles (e.g., bold, underline, etc.), use the built in Rich Text Editor.
8.Variables & Stock Responses - To include variables in the message body, select them from this panel and they will be pasted into the message at the cursor location. The list of variables displayed is limited to the agent’s segment access. That is, if the agent would not normally see the contact properties in the Contacts>Details tab, they will not be displayed here. All of the stock responses available to the agent are displayed in this tab. To insert the stock response, click the stock response name.
Variables and message personalization are an important part of the outbound email process. The Link command is a special class of these variables, and has special syntax for tracking message views, unsubscribe requests, and URL clickthroughs (trackable URLs). The Link command utilizes the iService Link.aspx page, which records the action and performs the requested function.
There are three versions of this command: Link, Linka, and Linkimg. The Link command is primarily used for plain text messages, while Linka and Linkimg are used for HTML messages. The syntax for each version of the command is as follows.
© 2008 - 2023 One-to-One Service.com, Inc. All rights reserved.