The XCALLY MOTION Web Chat channel allows you to define the Web Sites where you will be able to insert a Web Chat Snippet, which visitors will use to interact with your Customer Care, and to configure the routing logic, in order to deliver the Web Chat Messages to your Agents Queues.

Architecture

Open

The standard channel working mechanism needs a Motion API to notify a new incoming chat message that must be saved in the provider configuration.

The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more

 

 

Then you can configure the Chat Channel following the next steps:

• Create Agents that will be notified when a new chat request is incoming

• Create Chat Queues and then add Agents on it (you can also define single Agents as chat recipients if you like), choosing the routing strategy (BEEPALL or RR-MEMORY) 

• Set which Agent or which Queue are associated to the Chat Website: the involved Agents will be notified when new Chats are started

• Define the Website on which you will show the Chat Snippet and its appearance

• Add the source code to manage the snippet

You can define intervals, actions and settings for any step and define the snippet style and behavior.

In the Chat Section you find:

• Chat Queues: where you can configure queues dedicated to chat sessions which the Agents can belong to (routing mechanisms, teams management, and so on). 

• Chat Websites: where you must configure the Websites from which the chat sessions can be started (style, information required, online/offline interaction, and so on)

• Chat Realtime: the monitor realtime board for the Chat activities

• Chat Triggers: how to configure the Chat application automatic operation
  
  
  

Open