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Managing chat services

Company administrators can define, edit and delete webchat services.

Incoming webchats 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.

Click play to watch a video overview on managing chat services

Add a chat service

  1. Click Chat > Chat Services on the menu bar. A list of the chat services that are currently defined is displayed.
  2. Click Add. The New Chat Service page is displayed.
  3. Enter a mandatory Name of the chat service (up to 100 characters)
    • The name must be unique within your organisation.
  4. Enter the mandatory Access Name of the chat service (up to 100 characters)
    • The access name must be unique within your organisation.
  5. If required enter a brief Description of the chat service (up to 250 characters)
  6. Expand the Chat Flow dropdown list and select the chat flow that is used to handle chat sessions for the chat service
  7. To display an example code snippet, highlighting the additional code that a company would have to add to their web page to support webchat, click Webchat Snippet
  8. To configure settings for the webchat dialog that is displayed to the customer, for Snippet Settings, click the down arrow
    • For Webchat Auto Open Time, use the up and down arrows to specify the number of seconds to elapse before the webchat dialog is automatically displayed to the customer
    • For Title Text, enter the text to display in the title bar of the webchat dialog
    • For Assets Path, enter the location of assets such as the css file, translation files, icons, etc.
    • For Primary Color, enter the hexadecimal code that identifies the main colour to be used in the webchat dialog
  9. To copy the highlighted text to the clipboard, click the copy icon
  10. Click Close
  11. Click Add and the chat service is added to the list of chat services

Edit or Delete a chat service

You can only delete chat services that you own and that are not in use.

  1. Click Chat > Chat Services on the menu bar. A list of the chat services that are currently defined is displayed.
  2. Select the appropriate chat service in the list.
  3. To edit the parameters for the chat service, including assigning a different chat flow to the chat service, reconfigure the parameters as appropriate then click Save Changes.
  4. To delete the chat service, click Delete then confirm that you want to delete the chat service.

Copy a chat service

  1. Click Chat > Chat Services on the menu bar.A list of the chat services that are currently defined is displayed
  2. Select the appropriate chat service in the list
  3. Click Copy
  4. Enter the Name and Access Name of the copy (up to 100 characters)
  5. Click OK
  6. You can then edit the parameters for the copied chat service as required

    Definitions

    • Name: The name of the chat service. This might be, for example, the type of service that the chat is used for.
    • Access Name: A unique identifier that is used by the remote web client to access the chat service.
    • Description: A brief description of the chat service.
    • Chat Flow: The chat flow that is used to handle chat sessions for the chat service.
    • Webchat Snippet: Click this to display an example code snippet, highlighting the additional code that a company would have to add to their web page to support webchat.
      • To run the webchat client on their website, each company must add specific JavaScript code to their web page. You can copy the code to the clipboard to be picked up by whoever is in charge of the company’s website, so that it can be added to their own web pages.
      • You can configure the following settings for the webchat snippet:
        • Webchat Auto Open Time – the number of seconds that elapse before the webchat dialog is automatically displayed to the customer. Note: The chat button is already displayed on the company’s web page for the customer to click as soon as they access the website, if required.
        • Title Text – the text displayed in the title bar of the webchat dialog
        • Assets Path – the location of assets such as the css file, translation files, icons, etc.
        • Primary Color – the hexadecimal code for the main colour in the webchat dialog, for example, #32CD32 (lime green)