V3 Chat Channel Setup

V3 Chat Channel Setup

 

What’s about

The XCALLY MOTION Web Chat channel allows you to define the snippet through which visitors interact with your Customer Care team and to configure the routing logic that delivers Web Chat messages to your agents.

Concurrent Chat Sessions

Check your license settings: if you need to increase your maximum number of concurrent chat sessions ask sales@xcally.com!


Requirements

  • 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

How to configure the chat channel

You can configure the Chat Channel following the below steps:

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

  2. Create Chat Queue and then associate Agents (you can also define single Agents as chat recipients if you like), choosing the routing strategy (BEEPALL or RR-MEMORY) 

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

  4. Add the snippet code into your website to make the chat visible

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

You can also define intervals, actions and settings.

Chat Sections

In this Section you can find: