Responding to interactions with the Say activity

The Say activity sends messages to interactions.

For example, if a chat message is sent to the contact center after hours, the Say activity can respond with the message 'Thank you for contacting us. Our chat queues are currently closed. Please try again Monday through Friday 9am – 5pm.'

URLs entered into the Message field are turned into hyperlinks and will open in another window or tab of the interaction’s browser when the customer clicks on them. Some website content is embeddable into chat sessions using the Say activity. If a link to a supported website’s content, such as a link to a YouTube video, is entered into the Message field, the content is embedded directly into the chat session. The following websites are supported for embedded content in chat:

https://twitter.com
https://soundcloud.com
http://www.youtube.com

Note:

Ignite supports embedding content from Google Maps in chat sessions. However, this requires the use of embed maps URL, available from Google Maps, to embed a Google map, such as: <iframe
src="https://www.google.com/maps/embed?pb=!1m18!1m12!1m3!1d2804.500978803945!2

d-

75.90911198444678!3d45.3386984790996!2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!3m3!1m2!1s0x4cd1fff1517da8a9%3A0xe6bc8a721e90f2a5!2sMitel+Networks!5e0!3m2!1sen!2sus!4v1445531227487" width="600" height="450" frameborder="0" style="border:0" allowfullscreen></iframe>
SMS does not support embedded content.

The Say activity is available to Chat and SMS Inbound and Inqueue workflows.

To customize Say activity messages

Select the Say activity.
After Message, click ....
Type the content of the auto-response message and click OK.
In a chat session, the message will be said using the chat media server’s auto response username or the chat queue’s username. In an SMS session, the message will be said using the SMS media server's name or the SMS queue's phone number.
Click Save.