Agents can participate in chat sessions as a medium of communication (also known as a channel) in your contact center. Chat profiles allow you to customize the appearance of the Customer Chat Interface used by one or more points of contact.
This topic explains the Customer Chat Interface from a customer perspective.
For more information, see Chat Profiles Overview.
The Customer Chat Interface is just one element of the chat channel. Configuring chat for your contact center is a multi-step process. For more information, see Chat Overview.
When you use the chat channel in your contact center, there are two sides to the conversation. Customer Chat Interface is a chat client that can be embedded in a web page controlled by your organization. Customers see a Live Chat button in a designated corner of the page and click it to initiate a chat session.
The chat interaction is then sent to an agent, who participates in the chat from their agent application. This keeps the agent experience consistent for all channels, since agents use the agent application to handle calls, chats, email, and work itemsCustomizable method of delivering contacts to an agent via Studio scripts..
There are two versions of the Customer Chat Interface, V1 (ASPX) and V2 (HTML5). Both versions have the same basic functionality. However, V1 (ASPX) allows you to add your own logo image to the Customer Chat Interface. V2 (HTML5) does not allow you to add a custom logo, but does let you create a pre-chat form with fields for your customers to input before initiating a chat. You can also enable and configure a waiting queue screen in V2 that does contain a custom image, logo, or both.
Customer Chat Interface Window
You can customize the attributes for the Customer Chat Interface window using chat profiles. Chat profiles are assigned to points of contact (POC). When customers initiate chats through a specific point of contact, they will see the Customer Chat Interface as configured by the chat profile assigned to that POC.
The Customer Chat Interface window gives customers the ability to change font size, play or mute sounds, and change the color scheme to high contrast. These settings are available through the buttons on the lower left of the window.
- Create/Edit a V1 Chat Profile
- Create/Edit a V2 Chat Profile
- Create a Point of Contact for Chat
- Set Up Customer Chat Interface