Using Task Templates (Engage Legacy)

Task templates enable agents to perform different actions and increase agent efficiency within the Engage desktop.

‍

What are task templates?

Tasks (a type of Utility) are set up to create simple forms for agents to use in the side panel, to send outbound messages, or perform other actions with customer details auto-populated in a predefined setup.

Engage can also integrate with systems such as JIRA to create a JIRA ticket from within Engage using a task template.

Using tasks in Engage

To access tasks in Engage whilst in a conversation, look on the right-hand side of the screen and click on the list icon.

You can browse the tasks in the Suggested actions tab, or use the search bar to input a specific keyword which will show all tasks matching the keyword entered.

Note: If Wisdom has been set up in your company's Engage instance then this tab will also display knowledge articles

Once you have selected a task, you will be requested to fill out specific fields before it can be carried out.

In the example below, an agent has to provide an email recipient, subject line, and body to carry out the email task.

The fields required will depend on the tasks set up in your contact center, and the channels in use.

Once all fields have been filled, click on the green Create button to complete the task.

After completing the task click on Complete task again or select Close to exit the task.

‍