Chat Arrived
This node type is the starting point of the chat flow. It executes either when a chat message arrives or when the presence of a customer is detected.
This node type is the starting point of the chat flow. It executes either when a chat message arrives or when the presence of a customer is detected.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Options | Optional parameters. | ||
| Chat ID | 0 or 1 | String | An optional variable in which to store the chat identifier so that it can be accessed later on in the chat flow. |
The following branches can be taken:
| Branch | How many? | Description |
| Message Arrived | 0 or 1 | The branch to take when a chat message arrives. |
| Presence Arrived | 0 or 1 | The branch to take when the presence of a customer is detected, such as when they open the chat box. If this branch is missing, the incoming presence is ignored and the chat flow waits to receive a chat message before moving on to the next node in the routing flow. Note: If both the Chat Arrived branch and the Presence Arrived branch are configured, the node takes the branch that is matched first. |
Branch On Chat
This node type processes the most recent chat message that was received from the customer and allows branching based on the content of the chat.
This node type processes the most recent chat message that was received from the customer and allows branching based on the content of the chat.
There are no parameters for this node type.
To branch on a specific field value, you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch.
To set the branch parameters (field to match, match type and match value), select the new branch by left-clicking on the branch.
The following branches can be taken:
| Branch | How many? | Type | Description |
| Match | 1 to 30 | The branch to take if a specific field is matched. | |
| Field To Match | Enum | The type of field to match: Message, From, or To. | |
| Match Type | Enum | The type of match: Equals or Contains. | |
| Match Value | String | The string to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| Options | Optional parameters for chat messages. | ||
| Maximum Difference Allowed | 0 or 1 | Integer | The maximum number of differences allowed when checking the Match Value string. For example, if the Match Value string is set to “hello” and the Maximum Difference Allowed integer is set to 1 then the string “helpo” would match, but “heppo” would not. This parameter can be set to User-configurable. |
| No Match | 1 | The branch to take if no other branches match. |
Queue Chat
This node type allows a chat message to be queued for delivery to an agent with the required skill.
This node type allows a chat message to be queued for delivery to an agent with the required skill.
When the assigned agent and the customer finish chatting, the node might be used to run a chatbot to handle the conversation from there onwards, for example, to ask the customer for a user rating or their email address.
Note: Several Queue Chat nodes might be used in a chat flow.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Queue | 1 | Queue | The chat queue to join. Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Description |
| After Agent Interaction | 1 | The branch to take when the agent and the customer finish chatting. |
| Not Connected | 1 | The branch to take if the call did not connect to an agent successfully. |
Chat Menu
This node type allows branching based on the answer to a question.
This node type allows branching based on the answer to a question.
The question is presented to the customer (webclient) in their chat box along with options and, depending on the option they select, the chat flow is redirected accordingly. For example, the question “Which service do you require?”, with the possible options “Sales” and “Engineering” might be presented. Multiple Chat Menu nodes can be strung together to ask multiple questions.
To branch on a specific answer (option selected), you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch.
To set the branch parameters (branch name and match value), select the new branch by left-clicking on the branch.
The following parameter can be set:
| Parameter | How many? | Type | Description |
| Question | 1 | String | (Mandatory) The question to send to the webclient. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branch can be taken:
| Branch | How many? | Type | Description |
| Match Value | 1 to 10 | String | The selected option (received in the response from webclient) to match. Up to ten options can be specified, each having a separate branch. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
Send Chat Message
This node type sends a chat message to the customer.
This node type sends a chat message to the customer.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Message | 1 | String | The chat message to send initially to the customer, when they start a webchat. If required, this might include a URL. Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values. |
| Delay | 0 or 1 | Integer | The number of seconds delay to apply before sending the chat message to the customer. This timer on the chat message sent back to the customer ensures a more-natural pause between the customer asking and the system responding. The default is one second. Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values. |
| Whisper | 0 or 1 | Boolean | Whether or not this chat message is sent only to the agent.If this parameter is present and is set to True, only the agent will see this chat message. Otherwise, the message will be sent to both the agent and the customer (remote webclient). Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Description |
| Next | 1 | The branch to take if the chat message was sent successfully. |
| Error | 1 | The branch to take if the message send failed. |
Wait For Chat Message
This node type waits for the next chat message to arrive.
This node type waits for the next chat message to arrive.
The message is then stored to be used, for example, by the Branch On Chat node.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Options | Optional parameters. | ||
| Message | 0 or 1 | String | An optional variable in which to store the message so that it can be accessed later on in the chat flow. |
| From | 0 or 1 | String | An optional variable in which to store the From identifier so that it can be accessed later on in the chat flow. |
| To | 0 or 1 | String | An optional variable in which to store the To identifier so that it can be accessed later on in the chat flow. This is in the format: <chat-service-access-name>.<organisation-postfix>@<xmpp-server-details> where: <chat-service-access-name> is the Access Name parameter for the chat service, as configured by a company administrator in the Contact Administrator Portal (Chat > Chat Services) <organisation-postfix> is the Company URL parameter for the company, as configured by a reseller administrator in the Contact Administrator Portal (Organisations > Companies) <xmpp-server-details> are not user-configurable. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
End Chat
This node type ends a webchat session.
This node type ends a webchat session.
There are no parameters or branches for this node type. It is simply a marker for the end of a webchat conversation.