How To Setup Multimedia Web Chat

Overview

Here we cover the steps to set up Web Chat for Chronicalls Multimedia with IP Office. 

Configuration Steps

1. Log into Chronicall, and navigate to Admin (System) > System Settings.
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2.  Select Multimedia Chat Seat > Web Chat Config > (...).
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3. Select URL to Skill Mappings > (...).
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4. Below you will see a list of your URL to Skill Mappings.  This allows you to have specific parts of your website point towards your Web Chat support agents.
5. Select Add Mapping to create a new prompt for the web chat on your website.
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6. Enter an internal name for this mapping.
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7. Now you can edit the URL Matches column to match the end of the URL for the page you want this pop up for the web chat to occur on. 
8. If you keep this column as the default asterisk (*), the web support window will pop on any page you insert the HTML code snippet into.  More on this in a few steps.
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9. Use the drop-down box shown below to select the Multimedia Skill Group you would like to receive the web chat requests.
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10. Here you can also adjust the order of priority these Skill Groups have for each row. The mappings on top take priority over lower ones if there is a conflict between Skill Groups.
11. You can also select (X) to delete a mapping.  Select OK when done.
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12. Select View Code Snippet as shown below.
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13. Copy the code snippet shown to the clipboard.  
14. Embed this script into your web page to allow customers to chat with Multimedia agents on that page.
15. Restart the Multimedia service.

Multimedia Skill Group Web Chat Settings

1. Here we will cover setting up additional parameters to optimize the Web Chat feature.
2. In Chronicall, navigate to Multimedia Configuration > Multimedia Skills.
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3. Find the Skill Group in question, and select the (...) above.
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4. On the Skill Definition page for your selected Skill Group, first setup your Invite Header Text.  This is the text that will show in the pop up asking the customer if they want to chat with an agent.
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5. The next box below allows you to specify what you would like to happen with the chat box when all agents are busy.  Select the (...) as shown below to specify this setting.
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6. Select the appropriate option from the drop-down box for when all web chat agents are busy.
   1. Hide Chat Box - No chat box will be presented to the customer when all web agents are busy.
   2. Offer Email - This will allow the customer to submit an email to your company, based on your SMTP settings.  
   3. Offer Chat Queue - This option will offer the customer an option to be placed in the queue to speak with the next available web chat agent.
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7. Onto the next option, we can specify what function the chat box will perform when no agents are logged into web chat support.
8. Select the (...) as shown below.
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9. Select the drop-down box as shown below, to specify whether you would like to hide the chat box completely, or have an option for the customer to send in an email.
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10. Navigate to the canned messages options in the chat settings, and select the (...).
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      1. Here you can add, create, or delete canned responses for your web chat agents for easy replies to customers. 
      2. Create and edit any helpful messages here you think your agents will be using regularly on this screen, and select OK when finished.
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11. The final step is to set any automated replies for the Multimedia Web Chat service.  Select the (...) next to Chat Widget Text Customization.
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12. Here you can specify an automatic response for each of the specified operations in the web chat. 
    1. For example, you could have the chat box say Agent Is Typing... when the agent is typing as shown here or something else entirely.
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13. Select OK, Ok, then Save to save any changes made to the Chat Settings.