What’s about

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).

Starting the Chat

Open

At the beginning the chat is started from a visitor on a site page, where a Snippet shows up in order to propose an interaction.

To make it work, you should describe the snippet appearance, on which site page to show it, the information to ask at the beginning  as well as at the end of the conversation, and so on.

The customer inserts the requested information and starts the chat very easily.

Online Chat Session

Open

The chat request is passed to the Agents belonging to that Chat Queue. The Chat request is then accepted by an available agent and the interaction starts.

During the chat session, the agent and the customer can exchange files, use emoticons, and so on.

The chat session ends when the agent or the customer close it.

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

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:

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

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.

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.

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.

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

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)

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)

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. 

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 - Define Chat Routing

In this section you should define the Actions for the Chat Website to be executed by adding applications, working rules and intervals.
So when a new chat interaction arrives, it follows actions inserted here:

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 then 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.

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