iService 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 chat feature leverages your existing iService configuration, such as business segments, topics, skills, and agents. When configuring iService Chat, you design your customer chat forms using the Customer Chat Form configuration page. In most cases, you can use your existing iService configuration with minimal changes.
The first step in deploying chat is to create the customer chat forms presented to your prospects and customers. Create your customer chat forms using the configuration wizard located in the Custom Forms Admin page.
The Customer Chat Forms menu
You can create an unlimited number of chat forms. Each form is saved with its configuration data that specifies the details for how the form looks and behaves. All of your configured forms for your tenant are displayed in the Chat Form List as shown below.
The Chat Form List
Each chat configuration includes the following:
# |
Element |
Description |
|---|---|---|
1 |
Chat Name |
A label used to identify the configuration within iService. |
2 |
Description |
Write a short description that explains where and how the chat form is used. |
3 |
Chat ID |
The Chat ID is used in the URL for the chat and should be short but descriptive. The Chat ID must be unique to your tenant, and cannot include spaces or special characters. |
4 |
Type of Chat |
There are two types of chat forms: Chatbot and Live Only. Chatbots may be escalation to live chats, but live chats cannot be moved to a Chatbot. |
5 |
Theme |
Choose a color Theme that matches your brand. |
6 |
Topics |
You must select the topics that will be offered to the customer. Customers can only chat with agents that are skilled and available for the topics presented. Every interaction, including chats, will be associated with a single topic in the database. |
Learn more about configuring chat
•Chat Settings for topics offered and target deployments.
•Branding your chat form using Theme settings.
•Customizing the Pre-Chat Survey.
•Custom form code for determining when agents are available using $if -chat.
•Admin settings for chat Agents.
•The customer experience when using chat.
•Security considerations when deploying iService chat.
