XCALLY Motion Chat 

What is the Chat Website?

A Chat Website is the web page from which you want your Customers can interact with your Customer Care Agents using live chat messages. In order to do it, you need to define the web address you want to enable as a chat channel entry point and to set up the interaction specific parameters.

In the Chat Website, on the other hand, you need to add the HMTL code provided by XCALLY Motion Chat Module: in this way, the chat snippet will appear anytime your customer visits that specific page in a time interval you set, or does some actions you define.

If the interaction is started from a Website out of the working intervals you define (or if the maximum number of concurrent chat sessions is reached), the chat message will go offline (it will be managed by a supervisor).

If the interaction cannot be managed (but it occurs during the working intervals you defined), it will be saved as unmanaged and the customer will be advised about what to do (usually to leave a message).

Also the snippet appearance, as well as some automatic actions you want to apply during the interaction, will be defined in this section. 

While exchanging chat messages, you can configure that for interactions from a specific website, agents can initiate a video call session on a different channel to improve communication with the customer. There is a command that can be made available to the agent in the chat panel and, when activated, starts the video call and the customer is notified in the chat message of the link to click on to join the video call session.

This feature is provided by the optional module Vidaoo (it requires a valid account on Vidaoo to function).

Chat Timeout

If a chat session is unattended for a certain amount of time (which can be defined in Settings-Global) it will be automatically closed and disposed as Timeout

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 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. See details on multiple domains on Setting.

• Proxy or Motion Domain: by default the actual motion domain is inserted in this field (About Proxy: in order to use this type of chat configuration please contact XCALLY Support

• List: the List where the new contacts will be saved in the Contacts Manager. If a contact is already present in the List, the new interaction will be associated and reported in the Customer Journey. 

• Interval: choose a time interval the chat request from the Website can be accepted as a live chat (default: Always). 

- The Agents will be notified about a new live chat coming only during the intervals defined

- If the agents are all busy and the waiting timeout expires, the chat will be closed as unmanaged (this works only if the Unmanaged Enable Autoclose is set, see later).

- If the chat interaction is started out of the interval time, it will be considered as offline

- If the chat interaction is started within the interval time, the Agent can carry on the conversation with the Customer even when the closing time is exceeded.

• Description: a free (optional) description
  
  

At the end click on Add Chat Website.

Edit/Modify Chat Website

Click on  to:

Editing a Chat Website you have a list of Sections:

Settings

Website Domain

Company can use chat snippet on its main domain website or on multiple domains.

The domain is set with an IP. In fact, given a chat website, the domain can be set as https://aa.domain.com.

For example, the company XCALLY can set https://www.xcally.com as Website Domain field to use the chat snippet on www.xcally.com

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Customer viewpoint

The Customer can see the chat snippet on the Company website. Here it is an example:

When a company wants to use the chat snippet on multiple domains, it has to add the different domains split with a ( , ) into the Website Domain field.

For example, the company XCALLY can use the same chat snippet on the domains inserted in the Website Domain field.

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When a company wants to use the chat snippet on multiple domains (domain and subdomains), it has to add the asterisk ( * ) into the Website Domain field as wildcard character, which is a character that can be substituted for zero or more characters in a string.

Given a chat website, the domain can be set as https://*.domain.com or https://aa.*.domain.com.

For example, the company XCALLY can set https://*.xcally.com as Website Domain field to use the same chat snippet on www.xcally.com and on its subdomain configure.xcally.com.

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Customer viewpoint

• When opening the snippet from the main domain, the snippet is available for Customers. The chat session is active when Customers navigate through the pages in the main domain.

• When opening the snippet from a subdomain, the snippet is available for Customers. The chat session is active when Customers navigate through the pages in the subdomains.

• When Customers navigate through the main domain and subdomains, the systems generates two different chat sessions (one active for the domain and another one for the subdomain).

Advanced

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 Text Button Color: choose the color of the text in the snippet button  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) Label Text: the text shown on the snippet swipe-out button. Expand title Here you can find some examples
	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 Expand title Here you can find some examples Example Closing Form: with the two exit buttons (SEND=Action, SKIP=no action) Example Forward Transcript Message:  The transcript will be automatically sent to the mail address inserted by the customer.
	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. 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 Expand title Here you can find some examples Example Unmanaged Message :
	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 . 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 Expand title Here you can find some examples Example Waiting Title and Waiting Message:
	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)

Offline Builder 

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

In the left side of the screen (the Builder) you can specify:

• Forward Offline: select this option if you want the chat interactions managed as offline should be forwarded to a specific e-mail address (insert it in the Forward Offline Address Field)

• How to map the Customer information inserted in the chat snippet (e.g. name, email or any other field you add using the builder tools) on the corresponding Contact Manager field (the default search field is the sender's email, but you can specify a different match). Anytime this match cannot be found, the chat requestor will be created in the Contacts Manager.

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

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)

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). 

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 leaves 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.