Enabling Chat

Chat

In order to better communicate with your customers your organization can choose to enable chat. Chat will provide customers a choice of channel preference. In addition Chat can enable Agents to multitask and communicate with more than one customer simultaneously

Enabling Chat

In order to enable Chat functionality, several things must be configured on the system.

• A Chat campaign must be created
• A user survey must be created that provides an entry point for customers to make a chat request chat
• Chat must be enabled on the user profile

Creating a Chat campaign

To create a simple Chat Campaign make a copy of the default Chat campaign on your system.

Rename the new Chat campaign. Make appropriate modifications to the chat campaign if you desire

• Select Dispositions
• You may choose to select a script to present to the Agent
• You may choose to add response templates
• Open the workflow,
• Edit the begin state,
• Edit Enter Queue,
• Add the queue(s) that you wish to handle the incoming chat requests
• After you have made the appropriate changes select “Save & Close”

NOTE: In order to create a more complicated Chat campaign you will need to contact support. In order to enable a Chat bot custom programming will be required. Additional charges may apply.

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Adding Chat to a user survey

In order for your customers to request a chat you have to provide them access to a survey where they can request a chat

• For further information on setting up a survey see the article on survey editor
• The survey you create should have a panel that at a minimum requests the customer’s name (in an input field) and has a chat action (button that is used to request a chat). You may choose to request additional information such as email address and phone number.
• The Chat Action will require you to fill in the following fields
• Campaign - you will need to select the a chat campaign you have previously created. To select a campaign select the add icon to the right of lists, when you do a pop up window will open with a list of all campaigns you have previously created. choose the radio button next to the correct campaign and then select ok
• Name Field - This is the name of the field that is used to capture the customer’s name. If you are unsure of the field name select the input you have created and verify under “Fieldname”
• On Success - Select “Move to Panel” from the drop down list
• On Success Panel - you will need to select a previously created panel within the survey. This panel should be a “waiting panel”
• The waiting panel must have at least 2 fields filled in
• On Agent Available “Move to Panel” and
• Panel - you will need to select a previously created panel within the survey. This panel should be a “Chat panel”
• The Chat Panel will also need at least 2 fields filled in
• On Terminate select “Move to panel” from the drop down list
• End Panel you will need to select a previously created panel within the survey. This panel should display the message you want your customers to see when the chat ends with your agent. At a minimum the message should say something like “The chat has ended goodbye”
• On Error - Select “Move to Panel” from the drop down list
• On Error Panel - you will need to select a previously created panel within the survey. This panel should include a message to the customer similar to “An error has occurred please try again”

Assigning the user survey to a campaign

Once the user survey is completed you will need to assign the user survey to the campaign.

• Navigate to the Campaigns and edit the Chat campaign
• In the Information section find “Customer Survey” and select the user survey. To select a user survey select the add icon to the right of “Customer Survey”, when you do a pop up window will open with a list of all the user surveys you have previously created. choose the radio button next to the correct user survey and then select ok.

Enabling Chat on the User Profile

In order for users to be able to accept Chats the user profile that the users use to log in with must allow Chats. i.e. Agents must have Chats enabled if they will be accepting Chat work items. Supervisors must have Chats enabled if they will be accepting Chat work items.

• Navigate to user profiles
• Select the user profile that you wish to verify / modify and open it
• Verify that under “Channels” that Chat is Enabled. (The toggle below chat should be set to the right)
• Under “Simultaneous Limit” select a number on the drop down between 1 and 10. This will tell the system the maximum number of simultaneous chat work items to send to an agent.
• You may also choose to enable “Multi tasking”. If you enable multi tasking an agent can receive more than 1 work item type at a time. In other words an agent that has a chat work item could receive either an additional chat or an email simultaneously. Without multitasking being enabled the user could get another chat but not an email as that is a different work item type. NOTE this does not apply to voice work items. A user that is on a call will not receive additional work items

In order for your customers to start making chat requests you will need decide where then link to the chat page will reside. Will the link reside within the same system you are logging into or does your organization have an external web server for your customers? Once you have decided please contact professional services to assist you in enabling the customer facing link

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