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iService User Guide

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Configuring Chat

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chatsettingsiconiService Chat is an integrated feature that allows your agents to engage in real-time dialogue with your customers. As an integrated component of iService, your team has access to the full suite of productivity tools like stock responses, customer history, and the iService knowledge base while chatting. Chat history is archived in the iService database along with all other interaction types (customer email, agent responses, notes, etc.).


The live chat features of iService are built using iService Forms, which allow you to customize the pages presented to your customers. The chat feature leverages your existing iService configuration, such as business segments, topics, skills, etc. When configuring iService Chat the majority of implementation and setup is related to the customer facing elements, such as the website chat button, pre-chat survey, and the customer chat window. In most cases, you can use your existing iService configuration with minimal changes.


Implementing chat within iService requires setup within two areas: Customer Chat Pages and Agent Chat Settings. iService Chat uses a set of iService forms commands to display chat availability, pre-chat surveys, and the customer chat window. This implementation chapter focuses on configuring those forms and options for integrating them into your website.



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