This guide explores all the settings you can use to customize your experience and get the most out of the “Engage” module 

Engage Settings is mainly divided into four different parts 

1. Manage 

2. Workflow 

3. Integrations 

4. Miscellaneous 

Manage 

This section comprises of two settings, Agents and Teams 

Agents – This section helps us to add any users to the Teams created and also helps to manage the Agent and Manager to access for Engage. 

Teams – Helps us to create and manage the teams that can be used in Engage section 

Workflow 

This section helps us to manage the incoming messages on Engage section. 

Tags – Helps us to categorize all the incoming messages to Engage through keyword match. Tags works based on the keyword match with the Booleans configured. Refer to this article for more information about tags  

Business Hours – This section helps us to setup the business hour and set up auto response during out of the business hours. In Auto Response Management you can define the messages that should go out when your agents are offline so that your customers are not frustrated for receiving no response from the brand 

Canned Response – Canned responses are the pre-created templates that can be used if a customer query has a default response. Canned responses can be accessed while responding to the customer in the inbox view. If you’re choosing the bulk add option, please make sure in your CSV 1st column should represent the category and should contain the category values and 2nd column should represent the canned response and should contain the response values. You can refer to this article for more information. 

Surveys – Surveys provide insights into people’s opinions and behaviors, which can be used to make important decisions. If enabled, surveys will automatically be sent out once the ticket is closed. You cannot create different surveys for different profiles. However, you can choose which profiles the survey should be sent out to. Click here for more information about Surveys 

Comment Filter – The Comments filter enables users to exclude comments associated with a specific post. When the comment filter is activated for a post, ongoing comments for that post won’t be synchronized with the “Engage” inbox. Users can review the comments that were filtered out in the “Excluded Messages” section, conveniently accessible under filters. This section provides visibility into comments that have been excluded from synchronization. Please click here for more information about the Comment Filter 

Automation Engine – The Automation Engine will allow the users to define the rules, based on triggers and actions when the tickets are created. This visual flow chart-like interface manages and monitors the rules added effectively. Drag the rules to set the priority. Please click here for more information on Automation Engine. 

Integration 

Salesforce – This section helps you to integrate your Salesforce account with Radarr by Genesys. Please click here to learn more about Salesforce Integration 

Miscellaneous 

Language Configuration – Configure language helps us to select the languages that agents are comfortable with. You can select the language from the list, if the messages contain your selected language we will show it, if not we will either show the default language or the original language.