Chat
    • 18 Jul 2024
    • 14 Minutes to read
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    Chat

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    Article summary

    Overview

    CommBox Chat has many features to enrich communication with automative solutions, such as complex bots, automatic messages, and integrations. It can work both synchronously and asynchronously.

    This article concentrates on the Channel Settings of the Chat channels. Some of the capabilities listed below are discussed in a dedicated article to the module, including the channel settings of different integrations such as Salesforce, SAP, etc.

     

    When it comes to the Chat’s look and feel, we have capabilities that enable your Chat to match the brand’s theme colors, fonts, etc.

    In V1 (existing chats), customizations are done using CSS and JavaScript, both on the module level in the General Settings and at the Advanced section in the channel settings.

    In V2 (new Chats starting with the August 2024 Release), we designed features in the channel settings instead of the customization options.

    When upgrading an existing Chat to V2, all customization settings will be ignored.


     

    Creation Channel

    1. Navigate to the main Settings page, select the Chat module from the App section, and click the +Create Channel button at the top.
    2. Enter a name and add sub-channels (optional).
    3. Click Create Channel  

    4. Use the channel settings to enrich the chat’s functionality. You can add certain features to a specific subchannel or set all of them the same way by selecting All or a specific subchannel the Subchannel drops down at the top. 


    5. Click the Demo button to view the functionality outcome. 

    Note that subchannels appear as branch options at the beginning of the flow. 

    6. To install the final product on your website, click the Installation button to see the required code.

    7. Click Save at the corner to save the settings. 



    Channel Settings

    Advanced

    Enable Next-Gen Chat settings - In this section, you can enable new Chat capabilities. In existing Chats (V1) you will have room for entering CSS code to customize your chat.

    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.

    Use Enter for sending messages – When toggled Off, the user must use the Chat itself for moving forward.  

    Hiding the chat during busy times – The chat will not be displayed on the website when all the agents passed their assignment allotment. 

    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 - When a customer responds within this time frame 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. 

    Maximum conversation duration (seconds) – The time limit for closing the conversation after the First Response. Past that point of time, the agent will receive an indication that the conversation is too long.


    Design

    Font family – Select the fonts of the Chat

    Send button image – Replace the default Send icon with a different icon/photo (40 X 40 pixels) when sending the message.

    Theme Color – Select the dominant color of the Chat.

    Title text color – Select the color of the heading’s text.

    Conversation background color – Select the color of the conversation background. 

    Message bubble corner radius– Select the sharpness of the round corners on chat bubbles (in pixels). The larger the number – the more circular the bubble.  


    Customer bubble color – The background color of the customer message bubble. -

    Customer message text color - The text color of the customer messages. 

    Bot bubble color – The background color of the bot’s message bubble.

    Bot message text color - The text color of the bot messages. 

    Agent bubble color – The background color of the agent message bubble. 

    Agent message text color - The text color of the agent messages. 

    Window height and width – The size of the chat display measured by pixels. 

     

    Conversation History

     

    Activate – Select the activation trigger for the conversion history 

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    • Off - Conversation History will not displayed
    • Activate by user cookies – Conversation History will be displayed to visitors to the site.  
    • Activate Only with Silent Login - The Conversation History will be displayed to login customers.   

    Number of chat conversations history to show - Select the number of conversations that will be displayed for the customer.

    Empty state message - Edit the Empty state message (optional).

    SLA

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    Service Level Agreement determines the acceptable waiting time for customers before they receive service from the service provider. Once that time passes and the agent does not start a conversation, there is an SLA breach.  

    SLA target for first replies (in seconds) – The time the agent can First Respond to the customer without an SLA breach. 

    SLA target for next replies (in seconds) – The time the agent can answer the customer without an SLA breach. 

    The Channel settings override the module settings. 

    Click here for more information about this capability.


    Header

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

    Accessibility icon - Toggles On the display of ease-of-use options for the visually impaired.

    Display the agents' name and image on the header - The agent’s photo and name will be displayed when activated.

    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 or the team’s name on the conversation header.

    Main title - The main title appears 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 differ 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.

    The estimated waiting time is calculated by an algorithm, and it is not possible to input it manually.

    The wording of the text “answering within __ normally.” is permanent and cannot be edited. 

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

     

    Business Hours

    Business Hours profile - Select the Business Hours settings to determine when this communication channel operates and what auto-messages should be displayed after hours.

    Enable a conversation when the chat is unavailable - Toggle On to make Chat conversations possible independently of Business Hours settings. 

    Click here for more information about this capability. 

     

    Launcher

    Default state – Describes the Chat presentation on the web page

    • Pre-button – A chat button is displayed when entering the website. Clicking on it will open the chat window.
    • Open – The chat window is displayed when entering the website
    • Hidden – The button will be hidden and will pop up after X number of seconds, which is set in the clause below.                

    Open/close chat animation – Select between the Chat popping up or sliding into the screen.

    Appearance – Select Design or Logo icon selection to be displayed inside the launcher.

                    Design – Select one of our icons:

    • Button background color – Select the background color of your launcher
    • Button text - Add text to your launch alongside your icon or without an icon

    Logo – Select your organization’s logos

    • Mobile button logo – Upload an icon that will replace the chat icon on the mobile device.
    • Desktop button image – Upload an icon that will replace the chat icon on the desktop/laptop computer.

    Tooltip text on the button - The text that will appear when hovering over the button.

    Color of the X button for closing the conversation windows – Used 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 – Toggle on/off. Setting the button to vibrate on-screen allows the user to locate the chat button on the website more easily.

    Length of time between button vibrations (seconds) – Set the frequency of the vibrations

    Amount of time for the button to appear (seconds) – When the Default State hides the button, this setting determines after how many seconds the chat window will appear.

    Messages – Floating messages are written to invite the user to enter the chat.

    Interval between messages - Determines the time between the emerging displayed messages.

    Enable messages sound - Toggle on/off the notification sound, which will be triggered when a message arrives.

    X for hiding launcher on the screen – When this setting is on, an X icon will appear on the Launcher with text/image launcher, enabling the user to hide the launcher from the screen.

     

    Welcome


    Active - Toggle on/off whether these screens will appear in the Chat.

    Add Contact Us channel - Select which channels your customers can contact you (Email, SMS, Facebook, WhatsApp, Telegram).

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

    Call to action text – The initial text is displayed in the chat wizard text box.


    Auto Messages

    Conversation’s opening messages – Messages to be sent at the beginning of a conversation with a 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 – This message will be sent to the customer when a customer sends a message at a time that is not defined as being within set business hours.

    Overload message – A message that will be sent to the customer when the agent is busy.

    Post-completion message – A message sent to the customer once the conversation status has been set to Resolved.


    Automatic messages while waiting for agent’s first response – This message will be displayed to the customer during the conversation waiting period.

    Time in seconds to display the message after waiting – Set the amount of time that must elapse before displaying the waiting message.

     

    Auto Assign

    Activate auto-assignment to agents - Activate/Deactivate the channel’s auto-assignment capability.

    Duration of time before being reassigned to the agent (in minutes) - Select the time before the system restarts assignments to available agents. 

    Ignoring the Special Auto-Assignment quota - Activate/Deactivate this feature. When activated, the system overlooks the agent’s assignment quota and assigns conversations using the special auto-assignment feature. 

    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 an 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. 

    Click here for more information about this capability.


    Automation


    A script refers to a chatbot with a specific flow to meet a particular need. Learn more about our Automation bot capabilities in the automation section of the help center. 

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

    Reopen conversation script – When a conversation reaches the Resolved status and the customer returns, this is the script the customer will see.

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

    Manual handover options - This allows multiple selections of scripts that will be displayed in the assignment’s menu when the agent wants to divert the customer for further help to another bot, for example, changing password procedure or charging a credit card.

    Start the script before the customer's first message - Define 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 Customer Info fields the customer will be required to enter to proceed and which are mandatory.

    1. Select the relevant fields from the menu that you want to display. Your selections will appear in the Optional box on the right. 
    1. Drag the fields you wish to become mandatory for the user.

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

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

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

    Always enforce login with a CAPTCHA Test – Toggle this option on/off to require all users to pass a CAPTCHA test before access is granted successfully.

    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

    Activating the Customer Satisfaction Survey – Activate the Satisfaction Survey capability that sends surveys to customers once their conversation status is turned to Resolved.

    Survey for the conversations when their status is resolved – Select the survey for this communication channel.


    The Customer Satisfaction module creates surveys and customizes them. Click here for more information about this capability.


    Split Conversations

    Enabled – Split Conversation starts a new conversation (object) when the customer communicates with the agent after the conversation’s status is switched to status Resolved, Irrelevant, or Archived. When switched off, the communication will restart in the existing thread.


    Notifications

    Alert 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 inquiries.

    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.

    Duration until notification shows (in seconds) – The time elapses until the notification request is displayed (in seconds).

    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

    These settings work in conjunction 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.

    Click here for more information about this capability.


    Privacy and Security

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

    Allow file upload - customer: Allow/block the end customer from uploading files.

    Allowed file types: Checkbox the possible file types that can be uploaded and sent by the end customer.

    Allow file upload and download - agent: Allow/block the agent from uploading files and sent to the customer and download files sent by the customer.

    Allowed file types for agents – Specifies which file types are 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 asterisk (123**) 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 duration to end a chat without interactions (In Minutes) – Set the time after which the chat session will be terminated. The elapsed time will count from the last message sent by the agent and the message below will be sent.

    Timeout message - a message that will be sent after the conversation is disconnected.

    Sending alert time (in minutes) before disconnecting chat session following customer no response / no activity – This will prompt the message below to appear X min. before the chat closes. Enter here the number of minutes. 

    Automatic notification after a conversation is cut off—This notification will be set off X minutes before the disconnecting of an inactive chat. In your message, include the X parameter that will have the value set above.

    Disconnect the customer after a conversation is resolved – Actively disconnects the user at the end of the conversation.

     

     

    Maintenance

    Number of days without activity to transfer an open or pending conversation to archive status – Clear inactive conversations from being listed.  

    Number of days without activity before a conversation in automatic status is transferred to the archive – Automatic status refers to conversations resolved by a bot. 

    Set additional aspects of maintenance at the Maintenance module in the main Settings page. Click here for more information about this capability. 


    Participants

    Allow agents to invite an external participant to a conversation on this channel – Toggle on/off to enable agents to add additional people to the conversation with the customer. 



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