Training Guides

Adding Agent Signatures

Internal Conversations In Halo

Making Use Of Canned Text and $ Variables

This guide helps users understand how to effectively utilize canned text and $ variables in their communications through Halo. It covers the creation and use of canned text, the application of variables, access control settings, team-specific canned text options, and how to set up favorites for quick access. The use of canned text ensures quick insertion of frequently used phrases, while variables allow dynamic content insertion. Access control and shortcuts are highlighted as means to streamline the workflow for agents.

My Account

Pop-Up Notes For Customers, Sites, & Users

You can add pop-up notes for customers or contacts in Halo, which appear to agents when related tickets are accessed. To set this up, go to the customer or contact settings, select pop-up notes, then edit and add notes. Notes can include time stamps and are visible vertically. From version 2.208+, HTML formatting is supported for custom styling.

The Activity Feed

The article explains how to use and view the activity feed as a management tool to track recent actions taken by you or other agents. The feed is accessible from the home screen or via the navigation button and can be added as a widget to a dashboard. Users can customize the feed through a drop-down menu or open it in a new window for continuous updates. The default feed type can be set in personal preferences under 'My Account', offering options to view all or specific agent activities.

Using "Drag and Drop"