Emoji support

In the Agent Desktop, the Emojis support enables agents to send emojis to customers during a conversation. When enabled, a 'grinning face' emoji is displayed in the Active Engagement Window below the Agent input field.

Note: Enable the Emojis support option in the Portal Workforce Management system.

When you click the grinning face, the following Emojis pop-up:

• Grinning face

• Raising hands

• Clapping hands

• Red heart

• Waving hand

• Thumbs up

The Emojis name displays when you hover over its icon. Also, when you click one of the Emojis, it appears in the text input field.

When you hit Enter or click Send, the emoji is sent to the customer and displays in the Active Engagement window.

Emojis are displayed in the same way as text characters on the customer device, in the Agent transcript window, and in the Engagement transcript.