Chat Monitor Dashboard
Any active chat interaction record on the Chat Monitor dashboard displays the thread history even if the interaction is not associated with a contact record.
Post Login Authenticated Chat
When a customer logs in to your website, the customer information (such as their name, account ID, email address, and phone number) can be directly passed to a web chat. In addition to adding security, this feature saves the customer's time by eliminating the need for the customer to provide their information twice—once to log in to your website, and again when starting a web chat. To enable the feature, on the Chat tab of the Web Widget Detail window, select the Enable Post Login Chat checkbox.
Quick Responsebook
You can reduce the time that agents take to respond to chat messages by storing common chat messages that can be sent to customers as quick responses (predefined responses). This feature also ensures that the messages sent by the agents are consistent and adhere to your business standards. To facilitate the feature, the following changes have been made:
- On the Configure tab, in the Agents section, the Quick Responsebook subsection has been added.
- In the Agent Desktop window, on the General tab, the Quick Responsebook drop-down list box has been added.
- In the Client window, on the Settings tab, the Quick Responsebook drop-down list box has been added.
You can define which fields are mandatory on the pre-chat form that appears when the customer initiates a web chat. To facilitate this enhancement, in the Web Widget Detail window, on the Chat tab, in the Form Fields section, the Required column has been added.
Web Calling and Collaborative Browsing
Digital agents can transition their customer conversations from a web chat to a web call using the web widget. In addition, you can enable the agents to visually guide the customers to a solution through collaborative browsing (co-browsing). Co-browsing is a method of screen sharing that 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. In addition to providing remote assistance to a customer, the web calling and co-browsing features allow the customer to spend less time explaining an issue while enabling an agent to quickly resolve the issue. To facilitate these features, in the Web Widget Detail window, on the Chat tab, the Enable Web Calling and Enable Co-browsing checkboxes have been added.
The customer does not need to download or install any software or plug-in for web calling or co-browsing.
You can select an icon to represent the web widget on your website. This enhancement enables you to customize how customers see the web widget on your website. To facilitate the enhancement, on the General tab of the Web Widget Detail window, the Badge field containing a list of industry-standard icons has been added.
- The new Badge field appears when you select the value Badge in the Style field.
- Customers see the badge when the web widget is minimized.
