Chat Websites
- Valerio Ciotta
- Andrea Bianco
- XCALLY Knowledge (Unlicensed)
What is the Chat Website?
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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).
XCALLY Motion Chat
Starting the Chat
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
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.
Unmanaged Chat (online but busy)
When the chat interaction cannot be managed, because of a pick of activity or congestion in your organization (namely, your agents are all busy and cannot take this new chat request), the customer can be requested to leave a message in order to contact him later.
This allows your organization not to lose contacts and to manage them as soon as you can.
Note: The text displayed in the snippet and the time interval for the online chat can be customized.
Offline (out of business time)
The Chat can also be configured as offline if the request arrives outside your normal organization working hours: in this case the customer is immediately informed that he can leave a message
Exceeding the Chat Sessions
When the number of concurrent chat sessions is exceeded, the extra chat request is managed as offline.
Check on the Licence section the maximum number of chat sessions allowed on your system.
Note: The text displayed in the snippet and the time interval for offline service can be customized.
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
- 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:
- edit the Chat Website
- view the Interactions list
- go to Offline Messages (those arrived outside intervals set)
- Add one or more Agents to the Chat Website
- to Delete Chat Websites.
Editing a Chat Website you have a list of Sections:
Settings | |
|---|---|
| In this section you can edit and change all the values, except its name, inserted when adding the Chat Website: Here you can change or set:
Remember always to save the changes!! |
| Notification The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on. The Setting section of the Notification is under the general settings of a channel account and allows to:
|
| TransferToggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread). If this switch is on, the Agent will be able to Transfer an interaction, like in the following example (queue): click on
|
Advanced | |
|---|---|
| Script
|
| Interval
|
 | Disposition
|
Snippet | |
|---|---|
| Appearance
|
 | Online Status
|
| Offline Status
|
| Closing Form
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
Example Unmanaged Message :
|
| Interaction
If this function is not enabled, the customer will not be notified of both actions at all
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)
Remember: Online and Offline Chat status depends on the Intervals you set to your Website
In the example shown in the picture, the email address inserted by the customer on the chat snippet will be mapped on the e-mail field of the Contact Manager. In this case, only if the customer is recognized as a new one the entry will be created in the CM
to add a Label: the text or the HTML elements that will be shown in the form
to add a Select: the select object and its opstions
to add an Input: the shown input object (text, number, e-mail)
to add a Textarea: for entering text
to add a Radiobutton: for multiple choices (one)
to add Checkboxes: for multiple choices (many)
to add Agreement: to show a checkbox used for conditional agreement
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)
Remember to configure the SMTP account in Settings for the function described above to work.
- Open new interaction: select this option instead, if you want a new interaction to be sent to an email account (enter it in the proposed field) every time a chat interaction is handled as offline. In this case, the chat requestor's email address is automatically set as the sender of the email. Also you can select the Subject of the Interaction between the elements you have already set in the offline form.
- 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)
To add a Label: The text or the HTML elements that will be shown in the form:
To add a Select: The select object and its opstions
To add an Input: the shown input object (text, number, e-mail)
To add a Textarea: for entering a text
To add Checkboxes: for multiple choises (many)
To add a Radiobutton: for multiple choises (one)
To add Agreement: to show a checkbox used for conditional agreement
To add Attachment: To add one or multiple attachments. The max file size is 10 Mb.
Important : How to configure the attachment
In the configuration of the attachment element, there is also a field to configure the type of file that the system accepts. Go to Unique file type specifiers.
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)
About the Mouse Over Selector to show the snippet passing over:
- Objects (tag is name)
- ID (tag is #)
- Images (tag is img)
- Classes (tag is .)
(about how to define selector items: see here)
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:
General (marked by a 
small icon) and Local (specific for Website and marked by the Channel type icon) Canned Answers will be available as a blended list during the chat messages exchange in the Agent interface.
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
When an advanced search selection is active
As long as the search conditions are operational, the Advanced Search button will notify it by changing its color (light blue on a white background) and blinking 
The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters:
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:
if the messages have been read, a check mark will be displayed in the transcript (at the end of each line)
- Delete the interaction permanently from the Account Interaction list
Interactions log files
Interactions history is saved in files which are specific per channel.
Originating TCP Port is also shown but only if the connection uses our Proxy
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.
Add Agents
Remember to add selected Agents to any new Website you create!