Omni-Channel Configuration flow for Live Chat

Create an Inbox

Prerequisites

• Owners and Admins having Permission for Phone System can access the Inbox Management tab 
• The organization must have at least 1 license for Contact Center and Live Chat each

Configuration

Agent Management

1. Assignment mode 
        > Auto: The chat will be automatically assigned to the available agents in the inbox. This is the default mode set by the system.
        > Manual: Supervisor will manually assign the chats to his agents. 
   2. Reassignment timing (seconds)
      > If a chat is not accepted by an agent within the reassignment time, then it needs to be reassigned.
       > Default time for reassignment is 30 seconds.
   3. Selecting agent to assign
   > Live Chat and Contact Center add-on licenses are required by the agents to be displayed in the agent list.

Note

• Agent Capacities applies to both Auto and Manual assignment mode, ensuring balanced workloads for agents regardless of the assignment mode.
• Agents will be assigned transactions precisely according to the capacities defined for them. 
• A warning message will be displayed if an admin or agent attempts to assign more transactions than the defined capacities.

 

Appearance

In this section, user can customize the widget for working/non working hours and public holiday

Users can configure the appearance of the chat widget for both Create & Edit view:

• Primary Color: User can choose the primary color for the chat widget. The color is applied for the color of the header section, the customer chat fields, and the Start Chat button.
• Text Color: User can choose the text color for the chat widget. The color is applied for the text in the header section, the customer chat fields, and the text in the Start Chat button
• Font: Applied to all the text in the chat widget.

Working Hours

In this section, users can configure the working hours for their organization. Default working hours are 24/7.

Generate Script

• After setting up working hours for your organization, users are required to copy the script and embed it in their website. 
• Once the above steps have been completed, your Live Chat feature is configured and ready to be used by the agents.

Deactivate/Reactivate a Chat Widget

Users can now deactivate the chat widget temporarily and reactivate it without configuring the website script.

To deactivate the chat widget:

• Go to Inbox Management
• Choose an inbox chat type
• Select Widget Script
• Click Deactivate
• A pop-up will appear
• Click Deactivate

To reactivate the chat widget:

• Select Widget Script
• Click Reactivate
• A pop-up window will appear 
• Click Reactivate

View/Edit Live Chat Settings

Users can view/edit Live Chat settings after creation:

• Overview
• Agent Management
• Working Hours
• Appearance
• Widget Script

Delete an Inbox

Now users can easily delete a live chat inbox by following these steps:

Canned Response - User level

A canned response is a predefined message that live chat operators can send in response to the most frequently asked questions from the customers. It is a feature that allows operators to send one-click replies in seconds without having to type a message repeatedly.

Configuration

• Users can create personalized responses for their own use.

Canned Response - Organization level

Configuration

• Users can create canned responses for the whole organization.