U17 Pop-Out Help

Page tree

Versions Compared

Old Version 2

changes.mady.by.user Manisha Hegde

Saved on

compared with

New Version 3

changes.mady.by.user Manisha Hegde

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Expand
titleConfiguring a Web Widget


Note
iconfalse

Before you begin:

  • To configure a chat web widget:

    • Ensure that the Inbound Chat message field of the services to which you want to route a chat (that is, chat services) contains a message template.

    • Ensure that the Chat Routing Token field of the chat services contains a value that indicates a routing token/department to which you want to route a chat (for example, Banking, Billing, Collections, or Support).

    • Ensure that the chat channel is enabled for the agents who are assigned to the chat services.
  • To configure a KB widget: Ensure that the KB portals that you want to make available for your customers are published and that the articles on the portals are public.
  • To configure a ticketing widget: Ensure that the ticket forms that you want to make available for your customers are published.

To configure a web widget:

  1. In the Web Widget window, click Add a New Web Widget.
    The Web Widget Detail window appears.

  2. On the General tab, specify values in the following fields.

    FieldDescription
    NameName for you to identify the widget.
    DescriptionDescription for the widget.
    HeaderTitle that you want to be displayed on your website for the widget.
    StyleStyle for the widget that you want to be displayed on your website (that is, badge, bar, or button).
    ColorColor that you want to be displayed on your website for the widget.


    Tip
    iconfalse
    • A dynamic preview of the widget appears in the Preview section of the window.
    • You can preview the style of the widget (that is, badge, bar, or button) by minimizing the current preview in the Preview section (that is, by clicking the Minimize icon minimize icon).
    • If you want to only create a web widget (that is, if you want to configure the web widget later), click Save. If you want to also configure the web widget, as required, perform all or any of the following steps.


  3. If you want to configure the chat function for the widget (including configuring a proactive chat web widget), click the Chat tab, and then specify values in the fields/sections.

    Info
    iconfalse

    For information about the fields, see the Chat Widget Fields section in Admin Guides in the Product Documentation.


    Tip
    iconfalse
    • You can preview an active chat web widget (that is, the chat web widget during the specified business hours) by selecting the Online checkbox in the Preview section.
    • You can preview an inactive chat web widget (that is, the chat web widget outside the specified business hours) by clearing the Online checkbox in the Preview section.


  4. If you want to configure the KB function for the widget, click the Knowledge Base tab, and then specify values in the fields.

    Info
    iconfalse

    For information about the fields, see the KB Widget Fields section.


  5. If you want to configure the ticketing function for the widget, click the Ticketing tab, and then specify values in the fields.

    Info
    iconfalse

    For information about the fields, see the Ticketing Widget Fields section.


  6. Click Save.
    The web widget is created, and it appears in the Web Widget window. The widget displays three icons that represent chat, KB, and ticketing; a selected icon indicates that the corresponding function is enabled for the widget. 
Tip
iconfalse
  • You can view the web widget by double-clicking it in the Web Widget window.
  • You can modify the web widget by double-clicking it in the Web Widget window. Your name, along with the date (if applicable) and time when the widget was last modified, appears in the Web Widget Detail window.


...

Select this checkbox if you want to enable the chat channel on the widget.

Expand
titleDeleting a Web Widget

To delete a web widget:

The following table describes the fields and sections that appear on the Chat tab in the Web Widget Detail window.

Field/SectionDescription
Enable Chat
Tip
iconfalse

You can preview the chat channel on the widget by selecting this checkbox. The preview appears in the Preview section of the window.

Business Hours

Select the checkbox next to the day when you want the chat channel to be enabled on the widget.

In the following fields, select the period, in hours and minutes, during which you want the chat channel to be enabled:

  • Start Hour
  • Start Minutes
  • End Hour
  • End Minutes
Note
iconfalse

The values in the time fields are represented in Eastern Time, regardless of your time zone.

Online HeaderEnter the title that you want to be displayed on the chat widget during your business hours (that is, the day and period for which the chat channel is enabled).Online GreetingEnter the greeting that you want to be displayed on the chat widget during your business hours.Offline HeaderEnter the title that you want to be displayed on the chat widget outside your business hours.Offline Greeting

Enter the greeting that you want to be displayed on the chat widget outside your business hours.

Enable Filesharing

Select this checkbox if you want to enable agents and customers to send files to each other.

Info
iconfalse
  • The maximum individual file size that can be shared is 5 MB.
  • The types of files that can be shared are GIF, JPEG/JPG, PDF, and PNG.
  • You can view or download the shared files through the Interactions tab of the contact record associated with the customer in Contact Manager.
Enable Web Calling

Select this checkbox if you want to enable digital agents to transition their conversations with customers from a web chat to a web call. If you select the checkbox, the Enable Webcall icon appears in the chat window of digital agents to enable them to call the customers with whom they are chatting.

Info
iconfalse
  • The customer does not need to download or install any software or plug-in for web calling.
  • The web call is recorded in the Call Detail Report and the Call Recording Report, and it is also available for listening on the Interactions tab of the associated contact record.
Enable Co-browsing

Select this checkbox if you want to enable digital agents to visually guide the customer to a solution through collaborative browsing (co-browsing). Co-browsing involves simultaneously browsing the web page that the customer is viewing (that is, the page on which the customer is using the web widget), in real time. 

If you select the checkbox, the Init co-browsing icon appears in the chat window of digital agents to enable them to initiate co-browsing with the customers with whom they are chatting. An agent can initiate co-browsing only if they are on a web call. 

Info
iconfalse
  • The customer does not need to download or install any software or plug-in for co-browsing.
  • The co-browse feature is also available to an agent using the Agent Desktop Native (AND) application for web chat.
  • If the Screen Recording feature has been enabled for the service in to which the agent is logged, the co-browsed window is recorded in the Screen Recording Report.
  • The Interactions tab of the associated contact record indicates that co-browsing occurred.
Form Fields

If you want customers to mention their name, email address, phone number, account number, or interested department before they chat with an agent, you can provide a form on the chat widget. This section displays a table with the fields that are available for the form. The table displays the following columns:

  • Visible: Displays a checkbox for each field. If you want a field to appear on the form, select the checkbox next to the field.
    • Name: Displays the following values, which represent the fields for the form:
  • Departments
  • Name
  • Email
  • Phone

    • Account

    Note
    iconfalse

    The Department and Name fields require a value.

  • Type: Displays the following values, which represent the types of the corresponding fields:
    • Select: Indicates that the corresponding field is a drop-down list box.
    • Text: Indicates that the corresponding field is a text box.
    • Departments

    This section displays a table with the values for the Department field. Departments are used to maintain routing. For example, when a customer initiates a chat, they can select a department that is related to their queries or issues so that the chat is routed to the agents who are signed in to the service that is associated with the department. 

    Note
    iconfalse

    Configure this section only if you have selected the checkbox next to the Departments value (in the Visible column of the Form Fields section).

    The table displays the following columns:

  • Visible: Displays a checkbox for each value. If you want a value to appear in the Department drop-down list, select the checkbox next to the value.

    • Department: Displays values that appear in the Chat Routing Token field of your services.

    Info
    iconfalse

    When a customer selects a department on the chat widget, the chat is routed to the service associated with that department.

  • Service: Displays the services associated with the departments.

    • Rules Info
    iconfalse
    For information about this section, see the Proactive Web Chat section
    1. In the Web Widget window, hover over the widget that you want to delete.
      The Delete icon  appears on the widget.
    2. Click the Delete icon .
      The Confirm window appears.
    3. Click Yes.
      The web widget is deleted.
    Expand
    titleChat Widget Fields
    1. .


    Expand
    titleKB Widget Fields

    The following table describes the fields that appear on the Knowledge Base tab in the Web Widget Detail window.

    FieldDescription
    Enable Knowledge Base

    Select this checkbox if you want to enable KB on the widget.

    Info
    iconfalse
    • If KB is enabled on the widget, before deciding to chat with an agent, your customers can attempt to find the information they need by using relevant, downloadable KB articles, which appear as they type their message in the text box on the web widget. 
    • You can preview the KB on the widget by selecting this checkbox. The preview appears in the Knowledge base subsection in the Preview section of the window.


    Knowledge Base

    Select the KB portal that you want to make available for customers on the widget.

    Info
    iconfalse

    Only published KB portals appear in the drop-down list.



    ...