Chat
  • 09 Aug 2022
  • 19 Minutes to read
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Chat

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Overview

This module allows visitors to your website to receive customer support using CommBox’s Chat and interact with a live agent. Additionally, the user will be able to utilize different system features (such as bots, business hours, and more)

The Chat app allows your customers to connect with your agents directly from your website or mobile application.

This app enables you to customize the look & feel of the Chat with full CSS support, send automatic messages, manage working hours and headlines, and work both synchronously and asynchronously.

This app offers text message capabilities and allows you to send photos/audio/video messages and real-time locations (maps).

Stage 1: Setting up the CommBox Chat module 

1. Within CommBox’s Agent Workspace, click on the Settings icon.

2. Afterwards, look for the chat module icon under Apps (identical to the icon seen in the upper-right hand corner of this instruction manual).


3. Press + Chat Channel on the left-hand side to add a new channel.

Channel name: the desired name of the channel, for internal use only (not visible to end customers)

Sub-channel: (optional) (Please note, this is visible to end customers)

This creates additional organization within the system (before the ticket is created on the customer’s side, the customer will be requested to choose between the various sub-channels)

After clicking on this button, the following window will appear:

Stage 2: Editing & Creating new Channels/Sub-channels

1. Click on Edit on the left side of the channel name.

2. To change the name of the Channels or add sub-channels:


For Example: (Chat window screenshot here)

You can set conversation-specific personalized designs in the CSS within the Module Settings (directly underneath the chat module icon).

Installation 

If you look down slightly, you will see the channels list. For each Channel, the Installation button will be visible on the left side, and by clicking on it, you will receive a code, which you will take and embed in your website’s header to input the chat.

The chat can also be embedded in a mobile app.

Demonstration

You can press the Demo button on the right-hand side (the eye logo) and start a demo conversation on each chat.

The Demo feature will redirect you to a demo page that illustrates the customer's company website/application. This allows you to make changes and test them more simply.

Module Settings

Advanced

Personalized system design using CSS - you can add specific designs such as other font types, colors, etc.

Maximum conversation duration - this setting will set a conversation’s time limit (in seconds) until a first inquiry that has been opened is closed after the first customer response has been received.

When you want to set the maximum duration as 10 minutes (for example), you will input it as 600 seconds.

If the conversation duration exceeds this, the number will appear on the Agent Workspace’s Dashboard on the pages assigned to the agent - an indicator will be added that notes a Max duration exception.

Photo of the Send button (40 x 40) - You can replace the default send icon with a different icon/photo to send a message.

Pressing Enter to send a message - if this is set to off, the customer will need to press Ctrl+Enter to initiate the sending or click with the mouse.

General 

Active – to activate/deactivate the chat (it’s a similar button on the Channel). The difference is that the Channel button initiates a system restart, meaning it deletes the cache, etc., whereas the button here only boots the system and shuts it down.

Language - The language in which the chat will be displayed.

Theme Color - The chosen color will affect the appearance of the conversation on the customer's side.

Open/Close chat animation

  • Pop-up - a new window will appear
  • Slider - a window will be opened above the button inside the website

Window height - Setting the chat window’s height.

Window’s width - Setting the chat window’s width.

Hiding the chat during busy times - the chat will not be displayed on the website when all the agents are busy.

Hiding the chat with automation script after business hours - the chat will not be displayed on the website outside business hours when an automation script is connected.

Minimum duration for a conversation to be dropped due to inactivity - if a customer responds after the conversation was dropped due to the customer’s inactivity, the conversation will not be counted as a dropped conversation.

If the score remains zero, the conversation will not be displayed as a dropped conversation.

SLA

This tracks the conversation’s duration, and an indication will be given to agents who didn’t respond to their assigned conversations.

This clock also serves as the Control Time and counts the time elapsed before the conversation was answered. Afterward, this clock will display a red triangle indicator attached to the conversation.

Additional settings indicated by the triangle’s colors are located in the General Settings module → underneath the headline Conversations

After a late response to a conversation item, the indicator will be visible to the agents with colors, and the system administrators will be able to visible the delay in the Agent Workspace’s Dashboard → Agent Chart → the name of the agent assigned the conversation, and there will be an hourglass indicator.

Additionally, in the Insights page, you can see a wide variety of data on the different channels, conversations, and users.

Primary SLA time (in minutes) - The time elapsed before receiving the first response.

Secondary SLA time (in minutes) - The time elapsed before receiving a second response.

For example: when the conversation begins, the customer sends a message, i.e., Hi, the agent answers, how can I help you? (first answer) the customer types I’m interested in X, the agent will respond, I’m transferring your case to the necessary department (second response).

Header 

Cover image - If an image has not been uploaded, the theme color will be the default background.

Accessibility icon - toggles on/off the display of ease of use options for the visually impaired.

Display the agents' name and image on the header - if activated, this is where the agent’s photo and name (as seen in the General Settings tab) will be displayed.

Constant logo/agent image - a photo of the agent that will appear throughout the conversation a picture that appears before connecting

Constant agent name - Will replace the agent's name on the conversation header.. Often customers emphasize the name of the team and not the agent’s name, perhaps because another agent may have been given responsibility for handling the specific issue.

Main title - the main title appearing on the top panel of the Chat window (up to 20 characters).

Display estimated response time- display the estimated waiting time to the end customer (the feature knows how to distinguish between days).

For example, the estimated waiting times for Sunday will be different from Monday. This feature knows how to calculate other average waiting times for the various days for an extended period (even if possible), which will appear only after receiving enough information.

  • An algorithm does the calculation of the estimated waiting time, and it is not possible to input it manually.
  • The wording of the text is permanent and not possible to edit. It is “answering within __ normally.”

Hide estimated response time after (minutes)– if the estimated waiting time is longer than what’s typically defined here, the time will not be displayed.

For example: the estimated waiting time today is one hour. If it is set to less than one hour, the feature will not be activated, and the estimated response time will not be displayed to the customer.

Hide chat with automation outside of business hours – if a script is listed under automated conversations and the chat occurs outside of regular business hours (business hours), the chat will not be displayed.

Business Hours (Operating Hours)


Under these settings, you can choose the Business Hours channels.

Business hour channels are administered from the Business Hours module. Using this module, you can set which message will be sent to the company’s end customers during and outside regular business hours.

Additionally, you can set special messages on special days (i.e., a specific message to be sent on Yom Kippur, etc.)

Enabling a conversation when the chat is unavailable - this setting is relevant only to those who use the automatic scripts in this chat, where one can be redirected to a closed chat channel.

Once this setting is highlighted, the button will be seen, and it will be possible to click on it and enter the chat even though it will be taking place outside of regular business hours.

Launcher 

Appearance  

Design -

Icon selection - you can choose one of our icons to be inside the launcher.

Button background color - choose the color background of your launcher.

Button text - you can add text to your launch alongside your icon or without an icon.

Logo -

Uploading the website’s desktop button - uploading an icon that will replace the chat icon on the desktop/laptop computer.

Uploading the website’s mobile device icon - uploading an icon that will replace the chat icon on the mobile device.


Tooltip text on the button - the text that will appear when the mouse cursor hovers over the channel button.

Default State -

  • Open - a chat window at the entrance of the website.
  • Pre-button - the button displayed and clicking on it will open the window.
  • Hidden - the button will be hidden and will pop up after X amount of time which will be set in the clause below (by embedding a BY.Show code on the customer's website).

Color of the X button for closing the conversation windows - usable when the opening button is set to hidden - The X will be shown on the launcher after the chat opens and on mobile in the chat window.

Vertical alignment - 

  • Button - the button located at the bottom of the screen.
  • Middle button - the button located in the middle of the screen.

Anchoring -

  • Right - button on the right-hand side of the screen.
  • Left - button on the left-hand side of the screen.

Enabling the button to vibrate - setting the button to vibrate on-screen allows the user to locate the chat button on the website more easily.

Button confirming that the customer would like to exit the chat application - after the customer disconnects from the chat, they will be asked, are you sure you wish to exit the chat?

Length of time between button vibrations (seconds) - setting the frequency of the vibrations.

Amount of time for the button to appear (seconds) - in the case of Default State, we’ve set it up so that the button would be hidden, and this setting will determine that after a few seconds, the chat window will appear.

Messages - floating messages are written to invite the user to enter the chat.

Enable message sound - Enable sound for every new agent’s message notification on the customer side.

X for hiding launcher on the screen- when this setting is on, an X icon will appear on launcher with text/image launcher that will enable the user to hide the launcher from the screen.

Welcome

Active - toggle on/off whether or not these screens will appear in the Chat.

Add Contact Us channel - select which channels your customers can get in touch with you (Email, SMS, Facebook, WhatsApp, Telegram).

Welcome Subtitles - this message will be displayed underneath the main title on the welcome screen (up to 100 characters).

Show speech-to-text - toggle on/off the speech-to-text accessibility wizard.

Speech-to-text title - the title which will be displayed on the opening prompt to the speech-to-text wizard.

Call to action text - initial text displayed in the text box of the Chat wizard.

Call to action button text - text displayed on the button to send messages in the opening prompt of the chat wizard.

Auto Messages


Conversation’s opening messages - messages to be sent at the beginning of a conversation with an end customer.

One-time message - this message will be displayed on a one-time basis (the message sent to the end customer before the conversation’s opening message).

Automatic response - is the automated message sent in response to the end customer’s first message.

Automated response outside of pre-set business hours - a message that will be sent to the customer in the instance of a customer sending a message at a time that is not defined as being within set business hours.

Busy message - message that will be sent to the customer when the agent is busy (you can find an expanded explanation underneath the section titled General Settings in this instruction manual).

Post-completion message - a message sent to the customer once the conversation status has been set to solved.

Automatic messages during waiting times - messages displayed to the customer during the conversation waiting period.

Auto Assignment

If the Auto-Assignment module has been acquired, you will be able to use the features of the smart module, which knows how to regulate the conversation caseload and allocate them intelligently and equally across all inquiries.

The settings that appear on the Facebook Messenger module will function in integration with the settings displayed on the Auto-Assignments module.

Activate auto-assignment to agents - set whether to utilize or turn off the channel’s auto-assignment capability.

Enable the "assign replies to me" checkbox - a checkbox will be added to the line item titled assign responses to me.

Set the default state of the check box that will display - sets the default position of the checkbox to Auto-Assign responses to me (toggle on/off).

Duration of time before being reassigned to the agents - the conversation will be assigned to the agent who responded to the conversation if Assign Responses to me has been selected.

If the answer is on the condition of Time Duration before being reassigned back to the Agent (in minutes). If it exceeds this time, the conversation will not be assigned.

Ignoring the Special Auto-Assignment quota - activates the system feature. This overlooks the agent’s assignment quota and assigns conversations using the special auto-assignment feature. 

Special auto-assignment contains five unique assignment types:

  • Assign Responses to me.
  • VIP customer - priority ticket
  • Providing a direct link to the chat through the Knowledge Base
  • Tracking settings
  • Composing messages underneath the assigned responder is set to assigned to me.

Prioritize forwarded conversations - conversations that were forwarded from another channel will be given priority assignment on the new channel if the following conditions are met:

  • The conversation is assigned to a agent while it is being forwarded
  • The agent forwarding the conversation has no access to view the destination channel

If the conversation has met all the following criteria, it will receive priority above other conversations. 

Are you looking for an expanded explanation of the Auto-Assignments module? Please feel free to view the relevant instruction manual.

Automation 

If scripts have been loaded into the system, this settings menu will also be displayed. Automated conversations in progress will not be displayed in the regular column but underneath the Automation filter instead.

A script is a bot with a specific purpose, and each script meets a particular need, which is why you can define different scripts in different scenarios.

New conversation script - the bot that will be triggered when sending the first message. This is the script that will appear in each new conversation in this channel.

Reopen conversation script - If an existing conversation has been resolved, and the customer returns, this is the script the customerwill see.

Note: If the Split Conversation settings in the channel are always set to open a new conversation after it has been handled (possible), this setting will be irrelevant because the customer always comes to the opening script and not back to the conversation.

Manual handover options - allows multiple selections of several scripts. Each script selected here will be displayed in the assignments menu on the item, and the agent will be able to select a dedicated script in real-time manually.

For example, a script that meets the specific need X is defined here. The agent talks to the end customer and discovers that the customer can be transferred to a dedicated bot that can complete the task instead of fulfilling the need manually.

The agent selects the relevant bot from the assignments list and transfers the handling of the situation to the bot.

In the following screenshot, you will see that the agent clicks the Assignment Menu (the round mark on the right side of an object), then the first selectable option will be the scripts you have selected.

Start the script before the customer's first message - Defines whether to display the script message first or wait for the end customer’s response and then display the bot.

Bot Display Name - Defines the display name in each bot message.

Bot Image - Displays the bot image defined here while the conversation is assigned to the bot in auto status.

Login


Input fields - In this area, you will define which fields the end customer will be required to enter to proceed and which will not.

For example, first name, last name, email address, etc. The customer card will also define these fields in the conversation itself on the agent side.

Force silent login - Logging in without entering identification details through early identification of more information within the URL.

Adding a password to an email - If an email is set in the input fields, a password will also be requested.

Unique ID (optional) - A unique ID is one of the input fields that, if selected above, will display the text set here and enter it in the Unique ID field on the customer details tab on the system administrator’s account.

Select the subchannels you want your customers to choose from - These are the sub-channels the end customer will see upon receiving the entrance prompt to your chat.

This setting allows you to restrict their display to internal use only.

Customer Satisfaction Survey

If there is a satisfaction survey module, you can select and utilize this component. This depends on the settings of the system satisfaction survey module.

Under these settings, you can choose the satisfaction survey channels.

The Customer Satisfaction survey channels are administered from the Customer Satisfaction survey module. Using this module, you can set which Customer Satisfaction survey will be sent to your end customers after their conversation has been resolved.

Additionally, you can set special messages on special days (i.e., a specific message to be sent on Yom Kippur, etc.)

Enabling a conversation when the chat is unavailable - this setting is relevant only to those who use the automatic scripts in this chat, where one can be redirected to a closed chat channel.

Once this setting is highlighted, the button will be seen, and it will be possible to click on it and enter the chat even though it will be taking place outside of regular business hours.

  1. Activating the Customer Satisfaction Survey - Defines whether to activate customer satisfaction. A customer survey was issued only after a change to the 'solved' status of the object and if there was a manager message in the conversation (if there was no manager message and the conversation was closed - a satisfaction survey was not issued).
  2. Allow the bot to send a survey - Defines whether a marker treated by the bot will send a survey.
  3. Time to wait before sending the survey (in minutes) - time limit to send the survey since a status change was made on the conversation.
  4. Percentage of conversations to send feedback - in percent, some of the conversations will receive a satisfaction survey.
  5. Automatic message for a negative response - The following message will appear when you select a negative response.
  6. Satisfaction Question - Before presenting the possible answers, input which question you will ask.

To add the manager’s name within the question’s wording, use agentName$$.

To set the location of the answers within the wording of the question, use options$$.

Possible Answers - When the answer with the highest score is located at the top, it determines the possible responses to the survey. The top answer will always be 100, and the bottom will always be 0. The middle answers will be divided accordingly. 

For example: if I defined three responses, the top would be 100, the middle 50, and the bottom 0. If there were five possible answers, the division would be 100, 75, 50, 25, 0.

Thank you message response- After responding to the survey, this is the message the customer will receive.

Intents

If an Intentions module is activated, the option to enable or disable the Intentions module in the channel will be added.

Each time an Intent is detected by Commbox's artificial intelligence system, a small indicator (an image looking like a brain) will be added to the conversation’s sub-window on the current conversations page of the Agent Workspace.

Split Conversations

Enabled - Has a handled mark on a conversation, and after the customer’s response, the conversations will open as new or in the same thread.

Notifications

Alerts is a feature that allows the customer to disconnect from the chat and receive an alert with a link to return to the chat in their requested channel when the agent answers the conversation(s).

By default - the customer will receive the alert in the inbox of the email address they enter after seeing the message. You can also add text messages if configured for this system.

  • Enable comments alerts: Enable the feature on this channel.

The time elapsing until the notification request is displayed (in seconds)

the time until the option to register alerts appears.

  • Validity of a link from a notice (in hours): specifies the time limit for the link’s validity for the renewed chat conversation with the agent.
  • SMS channel for sending an alert: you will select the appropriate channel from the channels you have defined as possible in the SMS channel.

Customer Verification

You will see these settings if the customer verification module is set up.

In combination with the Customer Verification module, this section determines the time from the moment of receipt of the Customer Verification (OTP) certificate until re-verification is required.

Interface support is necessary with our API and usually with your company's verification and customer approval service.

Privacy & Security 

Allow customers to download the conversation - Allow/block customers to download the conversation summary.

  • Allow file upload - customer: Allow/block the end customer from upload files.
  • Possible file types: The possible file types which can be sent to the end customer.
  • Allow file upload: Allow/block the agent to upload files for the agent.
  • Possible file types: specifies which file types are currently enabled.
  • Number of digits without disabling sensitive information: When this option is activated, after closing an application on this channel, any number with an equal number of digits or greater than the quantity ordered will become asterisks (*) so that it does not store sensitive information.
  • Neutralize sensitive information on the agent side: Enable/disable the possibility that the agent entered numbers that will appear as asterisks after the status has been treated. The possible files to send to the agent.
  • Number of chat conversations history to show: The number of history conversations the customer will be able to see. Only supported if the chat is using silent login.

This option is relevant if the customer has closed the conversation and wrote the phone number in the required field for logging in.

  • Selecting an asterisk option - in order to view all conversations.
  • Choose Select - says not to display conversation at all.
  • The duration of a chat without interactions: After the set time, the chat session will be terminated and the user disconnected. The elapsed time will count from the last message sent by the agent.
  • Timeout message - a message that will be sent when disconnected.
  • Time to send an alert message before disconnecting a chat conversation to the customer due to a customer not answering – time elapsed before the alert message pops up, warning of the upcoming disconnection.
  • Automatic notification after a conversation is cut off: Parameter X is required. Informs the customer that the conversation will be cut off in X minutes.
  • Disconnect user after a conversation is resolved: Whether to disconnect the user at the end of the conversation.

Maintenance 

Number of days without activity to transfer an application to archive status: This section will define the number of days after an application on which status has been documented. No further action has been taken and will be transferred to Archive status (display management of filters can be found under the General Settings module 🡪 Conversations).

Number of days without activity before an application in automatic status is transferred to the archive: This section will define the number of days until an unanswered automated request will be transferred to Archive status.

SAP C4C integration 

Activate - enable the SAP C4C API to be integrated with the chat

Priority CRM Integration 

Activate - enable the Priority CRM to be integrated with the chat

Auto Create Activity - This option is currently unavailable.

Participants 

Allow agents to invite an external participant to a conversation on this channel - toggle on/off



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