2 What is a Talisma Interaction Record of communication between Users and ContactsCollection of MessagesText MessagesPhone CallsChatPrinted Letters
3 Key Features Logical grouping of messages Organized Threaded Collaboration with colleaguesTransfer/AssignForwardSubmit for ReviewConsult a Specialist
4 About Talisma Aliasesaddress that an organization uses to send and receiveTwo TypesIncoming: Receives for a TeamOutgoing: Sends to ContactsIncoming Alias 1Outgoing AliasTeam 1Incoming Alias 2Incoming Alias 3Team 2Team 3A quick refresher on Aliases as they will be mentioned during this presentation.
7 The Conversation PaneHistorical record of all messages associated with the InteractionRecord of other specific events such asAssignment to a UserTransfer to a TeamChanges in Status/PriorityOpening by a UserSub Interactions
8 The Conversation Pane + - Individual Messages can be expanded or collapsed by clicking on the or next to the Message header+-
17 Demo Creating an Interaction – New Interaction Window Viewing an Interactions – Interaction Window
18 Training ExerciseCreate a new interaction from a Lead. Select the media as Phone.Put in some text in the contact message box and the user message box.Assign the interaction to yourself while logging.Locate & open the relevant interaction using one of the search methods.Notice how the contact message and user message are captured on the interaction.
19 Interaction StatesInteraction StateIconOpenPendingResolvedClosedExpiredPending, Closed and Expired states cannot be set manually.Expired cases cannot be re-opened.
20 Prioritize Interactions An Interaction can have a Priority of Normal or HighPriority is automatically computed by the system based on the priority of the associated Contact and the time-based priority definition defined by the Talisma Business AdministratorPriority can be set by the User (with permissions)Two OptionsForce High PriorityAutoComputeRecorded as event in the Conversation Pane
22 Assign/Transfer Interactions Transfer - Transfer to different teamAssignment - Assignment to specific userUser can assign and transfer together if user is part of both the teams onlyTeam 1(Transfer)User 1Team 2(Assignment)User 2
23 Training Exercise Add a message to the interaction created earlier. Observe the state of the interactionAdd follow up contact messageAdd commentsMake interaction as high priorityAssign the interaction to the trainer
24 Forward Interactions Forward Forward Options Used to send Interaction details viaUsed to send to someone who is not a Talisma user, or to a another Talisma User when no reply is expectedForward OptionsForward (as message)Forward as an attachment
25 Requesting Assistance Consult a SpecialistInteraction is sent to Specialist (not a Talisma User) as anInteraction Property data is sent if configured in Business AdministratorInteraction owner is notified when the Specialist respondsSubmit for ReviewTypically used to monitor responses by new employeesCan only be sent to another user in the same TeamRemains assigned to original UserCan include comments to for the reviewerCan be recalled if reviewer has not taken any action on the review
26 DemoForwardConsult a SpecialistSubmit for Review
27 Adding Supporting Information Adding CommentsComments can be added to Interactions using the Interaction->Add Comments menu actionInteraction comments appear in the Conversation History PaneAttaching filesFiles can be included in the Interaction Comments by using the Insert File option in the Comment window
28 Replying to Interactions Send and set state with single clickAuto load next message
29 Message Object Interaction is composed of messages Are internal to the system and can be viewed only after logging as an interactionEach message has a direction (incoming/outgoing)Have a unique identifier, Message IDInteraction ID is independent of Message IDHow to view Message object?
33 Responding to Multiple Interactions A single response can be sent for multiple Interactions at the same timeIn the Interaction table view, multi-select the required InteractionsFrom the Interaction Menu select Reply or Reply AllType the response in the message area of the Multiple Interactions Reply WindowClick on the appropriate send option
34 Saving Interactions to a File Interactions may be saved as a file on the systemHTMLTextSave OptionsInteraction – Interaction data including Conversation Pane with Messages and Properties.Message WindowAttachments
35 RemindersReminders can be set by a User for oneself or for another Talisma User to perform an activity related to an Interaction. To set a reminderOn the Interaction Menu Bar, select Interaction->Set Reminder…By clicking on the Set Reminder icon on the Interaction ToolbarNote:Reminders can be set for multiple Interactions at the same time by invoking the Set Reminder action from the Interaction Table view with multiple Interactions selected
37 Message Enhancements Attachments Signatures File attachments can be added to messagesSignaturesSignatures are Team BasedThe Signature for the Interaction’s Team will be used
38 Message Enhancements Properties Lists Properties from the Interaction and related Objects (Contact, Lead, Message) can be directly inserted into an Interaction ResponseListsA list of properties, from an Object that has a Many:One relationship with the Interaction or related Object, can be inserted into an Interaction Response
39 Message Enhancements Pictures Hyperlinks Knowledge Base Solutions For systems with integrated Talisma Knowledge Base
41 Training ExerciseMaximize the reply pane to pan the entire Talisma window.Locate a file from your local computer and attach it to an existing interaction response.Insert the Date of Birth property of a contact in a response.Locate a picture on your local computer and insert in a response.Include the following text in your response “Click here to visit Talisma”. Make the text as a hyperlink to
42 Message Enhancements Canned Responses Pre-defined messages that can be inserted into Interaction responsesShared ObjectCanned Responses can be personalized by including properties from the Interaction and related Objects (Contact, Lead, Message)Conditional MergesMost Recently Used (MRU)Can be inserted with a shortcut
43 Message Enhancements Rapid Responses Up to three Canned Responses can be identified as Rapid responsesRapid Responses can be included in a Message by a single click on a Tool Bar icon
44 Training ExerciseCreate the following CR and share it with the home team.Hi <First Name>Thank you for contacting Indiana University. You will get a response to your query within <<Today + 3 days>>.((if Lead.City = Bloomington then include the text below))Indiana University is hosting its annual music festival on Mar 1, Click here to find out more information.Regards,<Current User>
45 Typing Tools Auto Correct Spell Check Auto Text Automatically correct commonly miss-spelled wordsSpell CheckAuto TextAuto Text shortcuts may be used in MessagesAuto Text shortcuts will be automatically expanded in the Message – e.g. ASAP is expanded to As soon as possible