Chat Profiles Overview

When you use the chat channel in your contact center, there are two sides to the conversation. Chat profilesAllows a business to customize the customer-facing portion of a chat interaction. let you customize the look and feel for the customer side of the interaction, known as the Customer Chat Interface. This chat client 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. For more information, see Customer Chat Interface .

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.

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. You can set up these assignments from either the chat profile or the point of contact.

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 point of contact for each and then assign different chat profiles to customize the Customer Chat Interface for the nature of the chat.

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.