Customer Facing Chat

Customer Facing Chat

Once you have enabled an external link for your customers, (see Enabling Chat article) Your customers can begin making Chat requests. The chat requests are made by filling out the chat request form that you have created under User Survey. The survey can be as simple as asking for a name and a button requesting a Chat or your survey can ask for more information such as address, email address, phone number etc (see User Survey article) the choice is yours. You can even create multiple choice questions within the workflow that will be displayed to the agent receiving the chat request (See Workflows article).

Customer View

The Customer will see a chat window that is divided into a larger upper window and a smaller lower window.

• In the upper window the customer sees the text for all the messages they have sent and for the messages they have received
• In the lower window the customer can type or paste text to send to the agent.
• The customer can also select the happy face icon to open a pop up window. The pop up window allows the customer to select an emoji that can be sent to the agent.
• If the customer closes the chat window the chat will end when the chat keep alive time has been reached. In other words, If the chat keep alive on the campaign is set to 600 seconds and a customer closes the chat window the chat will end in 10 minutes. The keep alive is in place in order to take into account customer’s that may have poor internet connectivity
• There is a separate mobile keep alive setting on the campaign this provides you the flexibility to choose a different amount of time for mobile keep alive, as mobile devices are more likely to have internet connectivity issues than would a home computer.

Agent view

The agent will see a chat window that is divided into a larger upper window and a smaller lower window.

• In the upper window the agent sees the text for all the messages they have sent and for the messages they have received
• In the lower window the agent can type or paste text to send to the agent.
• The agent can also select the happy face icon to open a pop up window. The pop up window allows the agent to select an emoji that can be sent to the agent.
• If the Administrator has configured it, the agent also has access to chat response templates. Response Templates can be thought of as responses too frequently asked questions. Instead of an agent needing to type up a long response or research where a file is located, the agent can find the answers in the chat response library associated to this campaign. Having Response templates configured can result in shorter durations handling work items and higher agent productivity. (see response templates article)
• The agent can also choose to open the editor located below the lower window. The editor allows the agent a larger view in which to type a response. This is particularly helpful if the response is long. Once the agent has reviewed his response he can select OK. This will move the text from the editor window to the lower window. When the agent is ready he can send the text from the lower window to the customer.
• The agent can transfer the chat directly to another agent or to a different queue by selecting the transfer icon on the work item. Selecting the transfer icon opens the company directory where the agent can choose where to transfer the work item.
• The agent also has the ability to terminate the work item. When the agent terminates the works item the customer window will navigate to the panel that is configured for “On Terminate” in the user survey. Most likely a page that says something like “The chat has ended goodbye”.

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