I’m currently working with a client who requires a tailored solution in eGain 21. They need to embed unique survey links, assigned through a third-party application, into each email agent’s signature. This will enable customers to access the links easily in every email response. The survey links already exist for each agent outside of eGain, we just need to include it in their email responses. The links are static and not going to change for each agent.
I’d appreciate guidance on the best approach to implement this requirement successfully
You can create a custom attribute in the User Data object and populate the attribute with each user’s personal URL. Then, you can create a macro that points to that attribute and put the macro in the signature or footer of the emails.
If the external repository of survey links has an API, you can create a data adapter to call the API and retrieve the URL. The Usage adapter can input the user’s ID or name or email. The Usage Adapter can also be associated with a macro name, which would be placed into the signature or footer of the emails.
Hi,
Is it possible to hyperlink a macro? We have created a custom attribute and a macro that points to that attribute which gives us each user’s personal URL. However, the client feels like the URL is too long to be in the signature of the email and would like it to be hidden under a hyperlink. Is this possible?
Yes, it is possible but instead of using a business object macro, you’ll need to use an article macro and inside the article use the business object macro to inject the personal URL. Then wrap the URL within a hyperlink HTML tags, i.e: Hyperlink_name in source.
<a href=“``macro_name”>Hyperlink_name<a> ‘ would be how it should look in article source. Please put it in code format, as it looks like the reply in the forum turned the text into a hyperlink instead of showing the code.
Here’s an image of it in an article, source and outside of source, if it helps:
Please we have a client who request the implementation of a CSAT embedded link on EGain, as well as the creation of a repository within the platform where they can easily retrieve and review customer feedback on interactions handled by agents.
For reference, I have included a sample from their WhatsApp channel as implemented by the vendor. They would appreciate a similar implementation on EGain.
This enhancement will enable them to better measure customer satisfaction, track agent performance, identify improvement areas to improve overall service quality and customer experience.
Please we kindly asked for a step on how this can be achieved on eGain.
