Configure Chat Features

You can customize your chat with various features to enhance both a customer and agent's experience. Many of these features can be enabled and customized as part of a chat skill. You can also reference the Set Up Chat topic to learn more about the process of setting up your chat channel

Enable Chat Timeout and Termination Message

Required security profile permissions: Skills Create

When enabled, the automated warning and disconnect messages are displayed when the contact is inactive for the configured amount of time. If the set amount of time passes, the configured timeout message is displayed. If the contact continues to remain inactive for the additional set amount of time, the chat displays a configured termination message and the chat disconnects. This section explains how to enable the automated warning and disconnect message for an existing chat skill. You can also configure this setting when you initially Set Up Chat.

  1. Click a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to edit it.

  2. Navigate to the Automated Chat Messaging Timeout section.

  3. Select the Enable Chat Messaging Timeout checkbox.

  4. Complete the Time to Inactive Chat Message and Inactive Chat Message fields.

  5. Complete the Chat Termination Count Down and Chat Terminated Message fields.

  6. Click Done.

Enable Chat Typing Indicators

Required security profile permissions: Skills Create

When enabled, chat typing indicators display a message when the contact or the agent are typing so that the recipient of the message knows that the other person is responding.

This section explains how to enable chat typing indicators for an existing chat skill. You can also configure this setting when you initially Set Up Chat.

  1. In the ACDapplication, click Contact SettingsSkills
  2. Click a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to edit it.
  3. Select the Show Agent Typing Indicator checkbox.
  4. Click Done.

Enable Patron Typing Preview

Required security profile permissions: Skills Create

The Show Patron Typing Preview setting in the chat channel allows an agent to preview a contact's message before the message is actually sent, giving the agent extra time to prepare to address the contact's questions or concerns.

This section explains how to enable this setting for an existing chat skill. You can also enable this feature when you initially Set Up Chat.

  1. In the ACD application, click Contact SettingsSkills

  2. Click a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to edit it.

  3. Select the Show Patron Typing Preview checkbox .

  4. Click Done.

Set Up a Post Chat Thank You Page

Required security profile permissions: Skills Edit

From the Post Contact tab of a chat skill, you can configure a thank you page to appear for a contact when the chat session ends. It can optionally contain the transcript or offer a link to a web page. You can also configure dispositions for the agent to apply to the chat interaction after the chat ends.

  1. In the ACDapplication, click Contact SettingsSkills.

  2. Click a chat skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to select and open it.

  3. Click the Post Contact tab.

  4. Select the Display Thank You Page radio button. When you select this option, a text field appears.

  5. Type a message to appear on the thank-you page in the text box below Display Thank You Page. To add a link to the message, click Insert Link. Specify the Text to Display and the URL for the Link, and click Done.

  6. If you want the contact to be able to receive a transcript of the chat, select the Make Transcript Available checkbox and type a From Email Address.
  7. If you want to, include a link to a different Web page by selecting Pop URL on Thank You. Type the URL in the Thank You URL.
  8. If you want to, select Disposition to configure dispositions. You can add existing dispositions, or go to Create a Disposition.
  9. Click Save.

Change the Maximum Number of Concurrent Chats

Agents can participate in chat sessions as a medium of communication, or channel, in your contact center.

You can set the maximum number of chats an agent is allowed to handle at the same time in two ways: 1) at the individual user level and 2) at the team level. If you change the maximum at the team level, it applies to all members of the team. If a user has a different maximum set in the user profile than is in the team profile, the user is bound by the user setting. The minimum number of concurrent chats you can set is 1, and the maximum is 12.

The number of concurrent chats also depends on the setup of your system. For example, if you have a single-channel setup, agents with assigned skills for different channels can only handle one chat if also handling another contact of a different channel type; so, an agent could handle 1 chat, 1 email, and 1 social media contact simultaneously. Contrarily, an agent can handle multiple chats concurrently if that agent is only handling chats. An omnichannel system alleviates this limitation and allows multiple contact types over each type of channel.

Change a Team's Maximum Concurrent Chats

Required security profile permissions: Users Edit

  1. In the Admin application, click Teams.
  2. Locate the team you want to modify. Click anywhere in the row to open the team profile.

  3. Click the Contact Settings tab.
  4. Click Edit.
  5. For Team Defaults, in the Concurrent Chats field, enter a numeric value between 1 and 12.
  6. If you want to, you can override the team default setting for an individual user by clicking the Concurrent Chats drop-down under for the user and select Custom, then enter a number between 1 and 12 for that user.
  7. Click Done.

Change a User's Maximum Concurrent Chats

  1. In the Adminapplication, click Employees.
  2. Use the page links on the bottom of the table, or the search feature at the top, to locate the user you want to modify, then click anywhere in the row to open the user profile.
  3. Click the Contact Settings tab.
  4. Click Edit.
  5. Scroll down to the Contact Handling section and select Custom from the Concurrent Chats drop-down. Leaving this value at Default causes the setting configured at the team level to apply to the agent. If the agent previously had a custom setting and you now want the team default to apply, change the value from Custom to Default.
  6. Enter a numeric value between 1 and 12 in the field beneath the drop-down. This overrides any default setting at the team level.
  7. Click Done.