Set Up Chat

There are a number of steps you need to take to set up a chat channel for your organization. Click on links in the workflow diagram to learn more about that task. Tasks are also explained in this topic in the general order in which you should perform them.

CXone provides a default experience for the customer side of a chat interaction. If you want to customize that experience, you must set up the Customer Chat Interface before performing the following tasks.

Create a Campaign

Required security profile permissionsCampaigns Create

If you've already created a campaignA grouping of skills used to run reports. that you plan to use for chat, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

  1. In the ACD application, click Contact SettingsCampaigns.
  2. Click Create New to display the new campaign wizard.
  3. Enter a Campaign Name.
  4. Click Create Campaign.
  5. Click the Skills tab.
  6. In the Add Skills section, select the checkboxes next to the skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to assign to the campaign. If you haven't created a chat skill yet, complete that task and then assign it to the campaign.
  7. Click Add Skills. The skills you selected move to the Assigned Skills section.

Create a Chat Skill

Required security profile permissions: Skills Create

  1. In the ACD application, click Contact SettingsSkills.

  2. Click Create NewSingle Skill.

  3. In the Skill Information section, set the Media Type to Chat. Enter a Skill Name and select the Campaign you want the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to be a part of. The other settings in this section are optional.

  4. If you want to use screen popsA configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox.
  5. In the Priority Management While in Queue section, you can configure settings to control how contacts are prioritized in this skill's queue. If you're satisfied with the default settings, you can skip this step.

  6. Configure Service Level settings for the skill. If you're satisfied with the default settings, you can skip this step.

  7. Configure Automated Chat Messaging Time out settings for the skill. If you're satisfied with the default settings, you can skip this step.

  8. Configure Priority Comparison settings if you want to compare the skill with another skill.
  9. Click Create.

Create a Chat Script

Required security profile permissionsScripts Create

  1. In Studio, click FileNew.
  2. In the Create New Script window, select the Chat icon. Verify that the correct Business Unit is selected and click OK.
  3. Add BEGIN and REQAGENT actions to the canvas and connect them. Chats automatically route to the chat skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge specified in the point of contact associated with this script. If you want to route the chat to a different chat skill, change the value in the Skill property of the REQAGENT action.

  4. If you want to, you can customize the script with additional actions you want to occur during chat events, such as when the chat begins, is transferred, or ends.

  5. If you configured screen popsA configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in the skill, configure the screen pop content.
  6. Click FileSave.
  7. In the Save Script As... window, enter a name for the script, and click Save.

Create a Point of Contact

Required security profile permissionsPoints of Contact Create

  1. In the ACD application, click Contact SettingsPoints of Contact.
  2. Click Create New and select Single Point of Contact.
  3. For the Media Type field, select Chat.
  4. Set the remaining fields and checkbox.
  5. Click Create Point of Contact.

Optional Tasks

Depending on how your organization uses chat, you might also want to: