With respect to FIG. 7A, the agent may type “Hello,” in location 712 and then double-click on component 716, which may cause “User Y” to appear after “Hello,” and thereby display “Hello, User Y” in location 712. Additionally or alternatively, the agent may click-and-drag component 716 into location 712, which is illustrated by FIG. 7B. As shown in FIG. 7B, the agent has already selected a GUI element corresponding to component 716 and is dragging the GUI element from the incident record region 704 to location 712 to be inserted after the word “Hello.” Further, FIG. 7B depicts a mouse cursor 727 being used to click-and-drag component 716, though it should be understood that other input devices may be used in other embodiments, such as a touchscreen input.
In some embodiments, the user assistance system may display one or more predetermined message templates with empty fields, and enable the agent to manually insert identified components and/or modify the message before sending it to the user.
