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

Hover on the info icon to view the tooltip “The assigned agent must accept the chat within this time frame” for Reassignment timing.

 

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.

 

Inactivity timeout

The system offers configurable inactivity events within the Live Chat inbox, allowing users to define actions based on customer idleness. Time Out Action can be configured during the creation or editing of chat inboxes.

Users can choose from the following options for a specified inactivity period:

• Close transaction without sending a message
• Send a predefined message to the customer
• Send a message and then close the transaction automatically

Note: Message limit = maximum 200 characters
 

How to configure inactivity timeout

• Go to Phone System - view System
• Choose Omnichannel tab
• Choose Inbox, filter type = Live Chat
• Click on the Create button and Choose type = Live chat
• Input inbox name, and Click Create
• Click Next and Configure Agent management
• Click Next
• At Inactivity timeout toggle ON ‘Time out action’
• Input Inactivity duration (in minutes). The minutes can be input in the range = 1 to 432000
• Click on Choose action
• Choose one of the actions
  • Close transaction
  • Send message
  • Send message and close transaction
• Input message (if needed) and Click Save

View/Edit Live Chat Settings

• Users can view/edit Inbox Name for Live Chat after creation: 
  • Overview 

• Users can view/edit Live Chat settings after creation:
  • Agent Management
  • Inactivity Action

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.