Managing chat services
Company administrators can define, edit and delete webchat services.
Click play to watch a video overview on managing chat services
Incoming web chats are handled by a chat service. This will initiate a chat flow to handle the chat session. In some cases, the chat flow may be able to answer the user’s query without requiring agent intervention. For instance, an enquiry for a cricket score or stock levels. In most cases, the chat session will have to be queued for an agent; the chat flow will place the chat on a chat queue and it will be assigned to an available agent.
To manage chat services, click on the menu bar. A list of the chat services that are currently defined is displayed.
From here you can:
- Create and add a chat service
- Assign a chat flow to handle webchat calls to the chat service
- Edit or delete a chat service
- Copy a chat service, which might be useful if you want to add a service that is very similar to an existing one, but you want to make slight changes to it.