Chat

Chat is one of the channels that agents can use to interact with your organization's contacts. With CXone, chat works like this:

  • The CXone chat client (known as the Customer chat interface) is embedded in a web page that your organization controls. The interface initially appears as an icon in a designated corner of the web page.
  • Contacts click the icon to initiate a chat session.
  • CXone routes the chat to an appropriate agent based on your configured skills and routing script.
  • Agents handle a chat from within their agent application, such as MAX or Agent for Salesforce. This keeps the agent experience consistent for all channels, since agents use the same application to handle voice calls, chats, email, and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..
  • Chat transcripts are available through the Contact History report as long as the file remains in active storage. After moving the file to SEA (secure external access) or to your own custom server, the transcripts are no longer available through the report.
  • Contacts carry on their part of the conversation in the Customer chat interface. CXone provides a default experience, but you can customize the look and feel of the interface using chat profiles. You can even use more than one chat profile if you want. For example, you might want the chat interface to look different for customers interesting in buying a product and those who want to chat with a support rep after the sale.
  • If your organization has more than one business unit , you can transfer chats between them. You can use the Blind Chat Transfer (ChatBlindXfer) studio action to configure the transfer of chat messages to fit the needs of your organization.

To receive system-generated emails from CXone, ensure that your mail servers have the appropriate FQDNsClosed Fully Qualified Domain Names, sometimes also referred to as an absolute domain name, is a domain name that specifies its exact location in a tree hierarchy of the Domain Name System. It specifies all domain levels, including the top-level domain and the root zone. and IP addresses allowed and added to your sender SPFClosed Sender Policy Framework (SPF) is an email authentication standard that helps protect senders and recipients from spam, spoofing, and phishing. By adding an SPF record to your Domain Name System (DNS), you can provide a public list of senders that are approved to send email from your domain. records. These differ depending on your geographic region and CXone setup. The Ports page and Platform Requirements section contains the necessary information. Examples of system-generated emails are:

  • Emailed reports
  • Chat transcripts
  • System notifications
  • Email channel emails

Customer chat interface

If you choose to customize the Customer chat interface, you can choose between two versions: V1 (ASPX) and V2 (HTML5). Both versions have the same basic functionality. You can add your logo to the initial chat screen in V1 but not V2. With the V2 version you can also:

  • Create a pre-chat form with fields for your customers to provide information before initiating a chat.
  • Enable and configure a waiting queue screen that contains a custom image, logo, or both.
  • Take advantage of a default appearance that is compliant with the Americans with Disabilities Act (ADA). If you choose to modify the color scheme, you'll need to verify that your modifications are ADA compliant.

You can add the Customer chat interface window to your web page by embedding code in the page or by activating a pop-out window using JavaScript. The chat icon, shown in the following image, remains in the same relative position, no matter the size or position of the browser window. For example, when you code the position of the chat button to be in the lower right corner of the window, it always appears in the lower right corner, even as you scroll.

The Customer chat interface window gives contacts the ability to change font size or enable and disable audio alerts. These settings are available through the buttons on the lower left of the window.

Customer chat interface detects default browser language settings, allowing the contact and agent to communicate using a myriad of different languages and alphabets. If a contact's browser language is set to a local dialect, their chat language defaults to the dialect's parent language, with more than 20 languages supported.

Chat Profiles

Chat profiles allow you to create one or more custom experiences for contacts who use chat to interact with your contact center. You control the experience by assigning the profiles to points of contact (POCs). When customers initiate chats through a specific POC, they see the Customer chat interface as configured by the chat profile assigned to that POC. You can set up these assignments from either the chat profile or the POC.

A given POC can only have one assigned chat profile, but the same chat profile can be assigned to multiple POCs. For example, if you allow customers to initiate chat sessions from a sales page or from a support page, you can create a separate POC for each and then assign different chat profiles to customize the Customer chat interface for the nature of the chat. On the other hand, you might want to have multiple POCs for different sales departments, but use the same chat profile for each.

Each chat profile has an audit history tab that displays a table of information about the creation and last modification of the chat profile. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.

The notes tab of a chat profile contains any notes or descriptions about the chat profile that don't fit into the fields in the other tabs. You can use the notes feature to write anything important about the chat profile that you want others to know or that you want to remember later.