Chat Channel

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 04, 2023
5 min read

Chat Channel Section shows all the interactions managed by the Agents and coming from a Chat on a Website.

Chat Benefits

The Customer and the Agent can exchange chat messages (including files, emoticons, pictures and so on) and have the following benefits:

  • the Customer can use an easy chat contact point (a snippet on a web page)

  • the Agent interaction happens inside the XCALLY Motion common environment

  • the Agent can manage several types of interactions at the same time

  • the Agent can start a Video Call session with a Customer directly from the chat (this feature is optional and requires an activation from the Administrator. For more information, click here)

  • the interaction content is shared, easily retrieved and managed

  • all the Customers information is stored in the Contacts Manager 

If your Agent Desktop is running on MAC with OS High Sierra and using the Browser Safari, remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions

Whenever customers interact with the Contact Center using a chat contact point in a website, the Agents belonging to the specific chat channel queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue (in this case ChatQueue)

The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.

The number of concurrent chat sessions that can be managed by all the Agents is according to the sessions license limit of your system.

Starting a pause during a chat session
If the Agent pauses during a chat session, this action prevents any further interaction notification to be displayed to him but the chat in progress will not be automatically stopped: the live chat messages will still arrive to him, unless the interaction is intentionally closed (in this way, any new message belonging to the same session will be routed to the first free agent and the chat session is reopened)

 

Chat session

Let's see how a typical chat session looks like: 

Customer's side

Agent's side

Customer's side

Agent's side

the customer starts a chat session on a web page, writing a request in a snippet:

 

after accepting the notify of the incoming chat request, a new chat tab is opened:

Moreover every interaction presents, on the right side of the screen, contextual information that the agent can use (during the session or after it) to manage the interaction/customer with these tabs:

You can explore documentation about that on this page

 

Agents' message commands:

  1. Type field:

    1. Agents have the possibility to use Markdown elements for formatting text (Basic Syntax | Markdown Guide). The Chat Snippet will show to the customer the formatted text correctly.

  2. Emoticons

  3. Canned Answer

  4. File attachments: it’s possible to attach only a single file per message, whose size is up to 15 MB maximum (if enabled by the Admin in the Chat Website Settings)

  5. Voice Message

The agent can also insert an internal note: explore here documentation about that

 

On the Agent's side, anytime a message is sent:

a single checkmark means that the system encountered a problem (e.g. the web site page has been closed or things like that).

a double checkmark means that the message has been delivered to the chat website

 

From Chat to Vidaoo

During the Chat conversation, the Agent can start a Video Call session with a Customer directly from the chat (this command is available in the menu selecting 3 dots only if the Administrator has configured the Video option for the Website the interaction is coming from)

Click on Start Video Call and a separate video session is activated (the number of available sessions set for your Account on Vidaoo must not be exceeded):

and the Vidaoo web link to click to join the video call is shown to the Agent (in the interaction form):

and to the Customer (on the snippet):

During the video call the chat interaction can continue, left to be resumed at the end of the video call or be closed by the agent.

Closing the chat

If the customer closes the interaction, it will be closed also on the agent's side.

If the Agent closes the session clicking on the sign X in the session tab:

and confirm:

The interaction can be simply Closed or Closed & Disposed.  You can explore documentation about dispositions on this page.

Moreover, if the Transfer option is set by the administrator in the Settings, the Agent can also see this command in the menu of 3 dots  in order to redirect the chat interaction:

You can explore documentation about transfer on this page.

Chat interactions

 

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing. (Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message).

You can filter the interaction list by Start Date, Read/Unread, Status (so Open/Closed), Website, Agent (the first one who managed it) or Tag.

Moreover you can search interactions by search button (click here for documentation) or you can use advanced search (click here to read relative documentation).

The interactions in the list can be:

  • Open 

  • Closed (by an Agent)

  • Closed Unmanaged (the interaction request has not been managed)

 

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation

  • Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, customer journey).

  • Clicking on the three dots menu, the agent can apply the following commands to the selected interaction:

    • Show the interaction contents

    • Download a pdf transcript of the interaction, with or without attachments (depending on Agent's permissions)

    • Close and (eventually) dispose the interaction.