Overview

CommBox’s Video Chat allows your customers and agents to see and hear each other directly from the browser or mobile app. It delivers video and audio to just about any device without installing any plugins and offers both synchronous and asynchronous conferencing. Additionally, you can also take snapshots during the video chat!

Key Considerations

Agents can take a snapshot of the customer by clicking the camera icon on the screen.

The image will be recorded as a remark in the conversation with a direct link.

Creating a New Channel

1. At Settings, navigate to the Video Chat module and click +Video Chat Channel button at the top.

2. Add the Channel Name and sub-channel name(s) if necessary (optional).

3. Select the Team that will own this channel (optional), and click Create Channel.

Temporary Video Chat Links

Video Chat Links that expire enhance security by providing a "Private Video Chat" setting generated exclusively for each customer. These links are valid for a single conversation and automatically expire once the conversation is resolved. They cannot be reused, and links not opened expire 30 minutes after being issued, ensuring only the intended customer can access the video chat session. 

To enable the video links:

1. At Settings, navigate to Video Chat from the communications channels. ln the General section of the channel setting of the relevant channel, toggle on the Enable private video chat button.
2. At Automation Hub, select the Knowledge Base tab, and click a relevant Knowledge-base item or create a new one.
3. When creating a new item, enter the heading and content (see example below). 
4. At the Implementable services, select Video Chat from the list and click Save.

To send a link to video chat to the customer:

1. At the reply box or in the Compose section, click on the Knowledge-Based icon. 

2. Click on the relevant knowledge base item and select the appropriate channel.

3. Click Insert to return to the reply box, edit the text as needed, and click Send.

Channel 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 closing an opened first inquiry after the first customer response. When you want to set the maximum duration as 10 minutes (for example), you will need to 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 client will need to press Ctrl+Enter to initiate the sending or left-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 client side

Cover Image - you can upload an image to serve as the default background to the video chat. If an image has not been uploaded, the theme color will be the default background.

Accessibility icon - toggles on/off the display of accessibility options for visually impaired users

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

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 title that appears on the Header

Allow File Upload (customer) - toggle on/off the ability for customers to upload files to the video chat

Allowed file types for customers - list of assorted document, audio, image, and video file types that are permissible for uploading

Number of digits without disabling sensitive information - When you select this option, after the closing of a Conversation in this channel, any number that has this number of digits or more will become an asterisk (*) so sensitive information will not be kept

Neutralize sensitive information on the agent's 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.

Quantity of past chat conversations displayed - The amount of previous chat conversations the customer will see in his chat history when opening a new conversation.

Enabled - When the field is set to 0, splitting the conversation will occur immediately. If the above Enabled setting is turned off, no conversation split will occur.

Default Image URL - this is the URL of the default image displayed on the video chat background

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

First SLA time (in seconds) - The time elapsed before receiving the first 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)

Business Hours (Operating Hours)

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

Business Hours 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/LogoIcon selection - you can choose one of our icons to be displayed inside the launcher.

Button background color - choose the background color 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

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 client’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

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.

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

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

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 settings 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)

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

Automatic 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

Automatic messages during waiting times (Overload message) - messages displayed to the customer during the conversation waiting period

Message displayed while waiting for agent - message displayed while video chat is ringing, waiting for an agent to answer a video call

Post-completion message - message to be sent to the customer once the conversation status has been set to Solved.

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)

Auto Assign

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 in an intelligent and equal manner 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 (open to toggle)

Duration of time before being reassigned to the agent - 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 duration of 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.

Login

Input fields - In this area, you will define which fields the end customer will be required to fill out to proceed.

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

Pre-Login message - text displayed on login interface screen

Login Button text - the text that is written on the login button

Login cover image - the default cover image displayed on the login screen

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.

Customer Satisfaction Survey 

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).

Allow the bot to send a survey - Defines whether a marker treated by the bot will send a survey.

Time to wait before sending the survey (in minutes) - time limit to send the survey since a status change was made on the conversation.

Percentage of conversations to send feedback - the percentage of the conversations which will receive a satisfaction survey.

Automatic message for a negative response - The following message will appear when you select a negative response.

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.

For more information on the Customer Satisfaction survey module, click here (link needed) 

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.

For more information, please view the Intentions instruction manual. 

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.

Maintenance

Number of days without activity to change an Open status conversation to Archive status - Default is 30 days.

Number of days without activity to change a Pending status conversation to Archive status  - Default is 30 days. 

Number of days without activity to change an Automated status conversation to Archive status - Default is 30 days. 

Number of days without activity to change a Sent status conversation to Archive status - Default is 30 days. 

Number of days without activity to change an Archive status conversation to Delete status - Leaving this value empty means conversations will remain in Archive status and will not get deleted. 

Number of days without activity to change an Irrelevant status conversation to Delete status - Leaving this value empty means conversations will remain in Irrelevant status and not get deleted. 

Number of days without activity to change a Resolved status conversation to Delete status - Leaving this value empty means conversations will remain in Resolved status and will not get deleted. 

Set additional aspects of maintenance including permanently deleting conversations at the Maintenance settings page. 

Click here for more information about this capability. 

SAP C4C integration

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