The Chat Website Section

In this Section you can add and manage the Websites where you want to enable the chat system and customize the Snippet:

Add a New Chat Website

Click on  to add a New Chat Website:

and enter the requested data:

• Name: the name of the website
• Key: here you can define a short name (5 char 5 characters maximum) for the Website that will be shown on the Agents Tabs
• Website Domain: the domain where the chat snippet will be made available
• Proxy or Motion Domain: by default the actual motion domain is inserted in this field 
• List: the default List where the new contacts will be saved in the Contacts Manager (see Lists)
• Interval: choose a time interval the chat request from the Website can be accepted as a live chat (default: Always)
• Description: a free (optional) description
  
  

At the end click on Add Chat Website.

Edit/Modify Chat Website

Click on  to:

• edit the Chat Website
• view the Interactions list (see here)
• go to Offline Messages (those arrived outside intervals set, see here)
• Add one or more Agents to the Chat Website (see here)
• to Delete Chat Websites.

Editing a Chat Website you have a list of Sections:

Settings

In this section you can edit and change all the values, except its name, inserted when adding the Chat Website (see here):

Here you can change or set:

• the Key associated to the Chat website
• the Website Domain
• the Contacts Manager List that will be used to associated the Contacts
• the default value (10 seconds, the allowed values range is 1-2147483) in the field Wait for the Assigned Agent: this is the default time the new interactions wait for the same agent that is currently managing the conversation, when the agent is not available on the system because is logged out (NB: the agents who start the pause will keep on receiving new chat messages of the interactions currently managed by them: they can accept them or reject the new chat messages so to pass them to other agents in the queue)
• the description

Remember always to save the changes.

Transfer

Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).

Advanced

In this section you can enter or find information about the Script code, the token and the chat online/offline Interval:

Script

• Token: is the automatically generated token that will be used in the Website Script (see later) 
• Proxy or Motion Domain: shows the Motion Domain inserted by default when adding the Website

• Website Script: is the source code to insert in your HTML page where the chat is hosted. Copy and paste the script in your Website at the end of the source code

  Note
  Remember that Website script must be added at the end of HTML body tag

   

Interval

• Interval: the interval chosen from the list among all those available
• Timezone: the timezone to be considered when receiving chat interaction from this website (the default one is your machine timezone) 

Disposition

• Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO). 

Snippet

Appearance

• Main Color: choose the color of the snippet window 
• Button Color: choose the color of the snippet button
• Text Color: choose the color of the text
• Background Color: insert here the color you want the snippet background to be set during the chat live session
• Font Size: choose the size of the fonts
• Header Shape: choose between Rounded or Squared
• Show personal agent avatar: enable this flag to allow the the avatar of the agent chosen in the proper section to be shown to the customer during the chat interaction
• Show customer avatar: if set, the avatar chosen in the proper section is shown during the chat session to the customer
• Snippet swipe out: choose from where the snippet will swipe out:
  • Bottom right of the screen
  • Left or Right. In this case you must choose the Vertical Position on the left/right side of the screen: this position is expressed in percentage from the upper top to the header of the chat snippet. We advise to test values that allow the full snippet to be shown on the screen (Default is 30)
• Message Alignment: choose between Alternate (chat messages between the customer and the agent are aligned on opposite sides of the window) and Centered(chat messages between the customer and the agent are aligned on the central part of the window)
• Default Title: default header in Chat Website configuration (if set, the text will not change based on Snippet online/offline status)

Online Status

• Online Header: the text or the HTML elements to be shown on the snippet Header when the chat is Online
• 'Start Chat' Button: the text shown on the snippet Start button when the chat is Online

Offline Status

• Hide: if selected the snippet is hidden when offline
• Offline Header: the text or the HTML elements to be shown on the snippet Header when the chat is Offline (out of the time interval)
• 'Offline Chat' Button: the text shown on the snippet Action button when the chat is Offline (out of the time interval)

Closing Form

• Closing Message: text or HTML elements of the message shown to the contact at the end of the chat session
• Skip Message Button: the text shown on the snippet Exit-with-no-Action button
• Enable Rating: if yes, the user can rate the interaction at the end
• Rating Type: if the Enable Rating is on, you can choose the rating type (thumb or stars)
• Enable Feedback: if yes, the user can send a feedback at the end (up to 150 char) and the Feedback window title can be inserted
• Forward Transcript: if enabled, at the end of the interaction the visitor is asked if he wants to receive a transcript of the chat via mail
• Forward Transcript Message: if the Forward Transcript flag is turned on, you can write here the message to show to the customer about receiving the transcript 
• Closing Message Button: the text shown on the snippet Exit-with-Action button

Unmanaged Status

• Enable Autoclose: if ON, when the contact starts a chat session (during a working time set as interval) and no agent is available to take it, the chat is automatically closed and labeled as Unmanaged, after the time set in the Actions for this queue (see here for more information). If OFF, the interaction will not be closed automatically, even if the timeout is expired. By default this value is=ON.
• Enable Unmanaged Message: If ON, when all the agents are busy and the chat gets unmanaged the customer will see the message written in the next field (Message). If this switch is OFF, the chat will close and no message will be shown to the customer (remember to set the Enable Autoclose to ON to make it work)
• Message: see above
• Skip Message: insert here the text showed on the button to press to quit from an unmanaged chat session

Interaction

• Identifier: here you can set which identifier (name or alias) will be displayed to the contacts when the Agent engages a chat interaction. This value must be chosen among:
  • Website Alias: when this option is chosen the Website Alias field (see below) is displayed, in which the conventional unique name for all chatting agents must be inserted
  • Agent Alias: the Agent identifier is taken from the Agent profile (see here). If the field in the Agent profile is empty the agent's full name will be used instead.
  • Agent Fullname: the Agent identifier is the same as the Agent profile Full Name.
• Website Alias: a conventional unique name for all agents shown during the chat session (this field is available only if the Identifier chosen is Website Alias)
• Customer Alias: the conventional name given to the customer that will be shown on the snippet
• Message Font Size: chose the font size of the message shown on the snippet
• Closing Question: the message to show when closing the interaction
• Form submit success message: a message to show when the form submit is successful
• Form submit failure message: a message to show when the form submit fails

• Allow customer writing before agent accepting: Turn this switch ON if you want that your customer can start a chat session without waiting for an available agent to show up. If it is OFF when the customer starts a chat he will wait until an Agent is available. Default value is=OFF.

  Info
  Pay attention that when this switch is set to ON, this means that no chat will be labeled as Unmanaged (closing the interaction and asking information as usually in these cases) and that the customers will write and wait until an agent becomes available.

• Waiting Title: the Title to show while waiting to be connected in chat
• Waiting Message: the Message to show while waiting to be connected in chat
• Note Title: the title of the note
• Message Placeholder: insert here a title for the message form
• Download Transcript: enable this flag to allow the contact to download the transcript of the chat at the end of the interaction
• Enable Customer Attachments:  enable this flag to allow the contact to upload attachments during the chat interaction
• Enable Send Button: if you switch it on a SEND button will be shown on the snippet (otherwise to send the message the customer will use only the Enter key)
• Enable Customer Delivered/Read notifications: if you enable this switch the customer will see:
  • a double checkmark when the Agent reads the message 
  • a single checkmark when the Agent receives the message 

If this function is not enabled, the customer will not be notified of both actions at all

• System Alias: a customized name for system messages in the chat channel

White Label: You can customize (insert a different text string or HTML elements) the snippet footer: ask to sales@xcally.com how to do it. The default Label is "Powered by XCALLY"

Logo: You can customize your product logo: ask to sales@xcally.com how to do it. The default logo is 

Agent Avatar: insert here the picture you want to show to the customer during the chat session (associated to the Agent)

Customer Avatar: insert here the picture you want to show to the customer during the chat session (associated to the customer)

System Avatar: insert here the picture you want to show to the customer during the chat session (associated to the system messages)

The Interaction Builders

Online and Offline interaction forms use the same Builder Design Application: you can easily edit the interaction modules either for Online (i.e. when you available and want to accept a chat with your customer) or Offline (i.e. when you are not available but you want to receive the chat requests in order to contact the customer later, for instance via mail or telephone).   

Online Builder

In this section you can design the interaction modules to be used only for Online Chats.

In the left side of the screen, in the Builder, you can specify how to map the Customer information inserted in the chat panel (e.g. name, email or any other field you add using the builder tools) on the corresponding Contact Manager field:

The Customers will be searched in the Contact Manager according to the rules defined in these fields.

Your Builder Preview window (on the right side of the screen) will show instead the contents of the form you're creating in realtime.

Click on the Icons on top in order to add the sections where the customer can insert the information required:

The section will be automatically added.

To move a section up or down in the list, click on the arrows 

Click on the icons to add a specific section and then on to edit it and enter the values: all components can be mapped on Contacts Manager fields or as Variable (in this case, the variable will be passed to the routing algorithm passing the set value)

Proactive Actions

The Proactive Actions define the mechanism how the snippet should be shown on your site page.

You can define proactive actions like Timeout or Mouse Over for the any Website:

Where:

• Timeout is the time in seconds to wait before showing the snippet 
• Mouse over means that the snippet will show up when you pass with your mouse over a specific screen section (selector)

Dispositions

Canned Answers

Here you can set a list of canned answers that will be available only when the interaction comes from that Website.

Click on  to find a specific item from the list:

or click on  to add a new one:

Canned Answers can be deleted or edited and modified: click on  and choose the command you want to start: 

Video

A video call by the provider Vidaoo can be activated during a chat session.

To enable the agent to make a video call, the toggle button must be clicked. 

When the selector is switched on, the system shows the following fields:

• API Key to manage a Vidaoo meeting. The API Key can be retrieved (generated and copied) from your Account in Vidaoo (see how to generate in the User profile an API Token).
• Vidaoo Topic: the title of the generated meetings (unique per each website).
• Vidaoo Note: notes useful for Vidaoo reports.
• Vidaoo Metadata: Video Call data in JSON format useful for Vidaoo automations. (By default, this is an empty field). 

Info
title From Chat to...Vidaoo!!
When this switch is activated, the Agents will see the Start Video Call option in the Chat Commands Menu:  Clicking this command makes a Video session available and the link to click to join the video call is shown to the Agent (in the interaction form): and, at the same time, to the Customer (on the snippet): During the video call the chat session can be closed or continued (once activated, the second channel is independent from the first and you can switch among them as you like).

Actions

In this section you should define the Actions for the Chat Website to be executed by adding applications, working rules and intervals:

Interactions

In this section you have the list of all the interaction requests started during Online timeset:

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:

or use the  button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, the system will show you the following form:

• Select the Field (scroll the list of all the available search fields)

• Select the Operator among those available (eg.: equals, contains, starts with, and so on)

• Select or insert the Value

• Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete all the conditions set at once.

It is possible to:

• modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

The chat interaction will be automatically labelled with the following Dispositions:

• abandoned: if the web visitor abandons the chat session before an agent accepts it
• unmanaged: if the chat is closed because the timeout has expired

You can select one or many chat records and download the information about them in CSV format (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin):

The Supervisor can use the three dots command menu  in order to:

• Spy the contents of a live chat. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents).

If the Spy command is given on a chat interaction that is already closed or not in progress, this command will only be useful to display the chat contents with all its details: the text messages exchanged, the contact details and the interaction details (like Originating IP address and so on)

• Download a Chat transcript with/without attachments (.PDF file), which looks like the following example:

• Delete the interaction permanently from the Account Interaction list

Offline Messages

In this section you have the list of all the interaction requests started during Offline timeset:

You can show the contents of each of them or delete one or more items.

When the Customer lives a message with attachment during Offline time, from the Offline messages list the Admin or User can view and download the attachment.

Add Agent to Chat Website

On the Chat Website list you can add Agents in two ways:

• select the chat website and click on , than choose the menu entry Add Agent to Chat Website:
  
• edit the chat website and than click on the add menu button:

and select the agents from the list:

If the agents are not added to the chat website, they will not be able to see the interactions exchanged through the chat website in the interactions list.