Contextual communication and service interface
摘要
說(shuō)明書
In some embodiments, the user assistance system may enable the agent to edit the selected suggested message (e.g., in location 712 and/or in suggestion region 706) before causing the selected suggested message to be added to the conversation. In such embodiments, the user assistance system may propagate edits made to the selected suggested message to the database and, based on a comparison of the original selected suggested message with the agent's edited version, change the predetermined message template that was used to create the selected suggested message. Further, the user assistance system may propagate such edits automatically, or may do so in response to the user assistance system first prompting the agent to approve the propagation of the edits. Alternatively, edits made to the selected suggested message may have no effect on the corresponding predetermined message template. Other methods could be used to update the predetermined message templates as well.
In some embodiments, the user assistance system may enable the agent to manually insert identified components into messages to send to the user, additionally or alternatively to providing the agent with a set of suggested messages. For example, the user assistance system may enable the agent to click-and-drag, double-click, or otherwise select any of the identified components, which may cause the selected component to appear in the dialog region (e.g., second location 712 of dialog region 702). To facilitate this, the user assistance system may be configured to include in the incident record region 704 a respective selectable GUI element corresponding to each component. In such embodiments, the user assistance system may highlight the selectable components or otherwise emphasize/indicate the selectable components in some other manner.
