Create a Chat+Callback Template

Use the Care Chat+Callback Template to design the chat and callback interface on your organization website. You can configure the:

  • Visual display of the chat interface.

  • Information that customers provide before initiating a chat or a callback.

  • Feedback that customers provide after ending a chat or callback.

Before You Begin

  • You need full administrative privileges for Cisco Webex Control Hub to create a Chat+Callback Template.

  • To use a virtual assistants who can respond to customer requests, create a Customer Virtual Assistant before you create a template. For more information, see Create a Customer Virtual Assistant.

Create a New Template

  1. Sign in to Cisco Webex Control Hub.

  2. Go to the Services page and click Features on the Care card.

  3. Click New to create a new Customer Support Template.

  4. Select Customer Support Template.

  5. Select Chat+Callback Template.

  6. Enter your template name.

  7. Select the features that you want customers to see in the Chat+Callback interface.

  8. Configure your selected template features. See Feature Attributes for more information.

  9. Click Finish to save your Chat+Callback Template configuration. The Embed Code window opens with a JavaScript code snippet customized for your template.

  10. Click the download button in the Embed Code window. The code downloads as a text file. You can also download the embed code from your template card on the Care Features page.

Feature Attributes

After you enable features for your template, you can configure the attributes for each feature. Preview displays the configurable attributes of a feature. Select a field from Preview and configure it in Attributes.

  • Proactive Prompt

    • Show Prompt After—Specify the amount of time to wait before you prompt the customer to invite them for a chat.

    • Title—Specify a title for the prompt.

    • Message—Specify the message displayed at the prompt.

  • Customer Information for Chat—You can customize the field label and hint text, and choose if the field is required or optional for the customer. Each field has an assigned Type.

    • Name—Creates a text input box and validates the character limit.

    • Email—Creates a text input box and validates the email format.

    • Category—Creates a drop-down list using the options that you define.

    • Phone—Creates a field for the customer to enter a phone number.

    • ID—Creates a text input box.

    • Custom—Creates a text input box to capture information not covered in the other fields.

    • Reason—Creates a text input box to capture the reason for the customer contact.

  • Customer Virtual Assistant—Select a preconfigured Customer Virtual Assistant and specify a custom welcome message. The welcome message is used when the customer does not enter a query in the Customer Information form or in the chat interface. See Create a Customer Virtual Assistant for more information.

  • Agent Unavailable—Specify a custom message that appears when agents are not available.

    This feature is unavailable if you choose to escalate requests only to experts. To allow escalation to agents, change your Chat Escalation Behavior.

  • Off-Hours—Specify the away message, and choose the business hours and time zone.

  • Chat Feedback—Specify the label to use for the feedback screen and hint text to show in the customer comment box.

  • Branding and Identity—Choose if agents display your organization's profile or their own unique profile.

  • Status Messages—Specify the messages to show when the:

    • Customer is waiting for an agent or a Customer Virtual Assistant escalates the chat to an agent.

    • Customer minimizes the chat window during an ongoing chat interaction.

    • Agent leaves the chat.

  • Customer Information for Callback—You can customize the field label and hint text, and choose if the field is required or optional for the customer. Each field has an assigned type.

    • Name—Creates a text input box and validates the character limit.

    • Email—Creates a text input box and validates the email format.

    • Category—Creates a drop-down list using the options that you define.

    • Phone—Creates a field for the customer to enter a phone number. This field is required and you cannot remove it.

    • ID—Creates a text input box.

    • Custom—Creates a text input box to capture information not covered in the other fields.

    • Reason—Creates a text input box to capture the reason for the customer contact.

  • Callback Feedback—Specify the label to use for the feedback screen and hint text to show in the customer comment box.

What to Do Next

  • To use the Chat+Callback Template configuration in the customer chat or callback interface, embed the template JavaScript code in the <head> or <body> of your organization's website.

  • To restrict access to your Callback Template, add and verify domains for your organization on the Settings page. For more information, see Domain Verification for more information.

  • To edit the Chat+Callback Template, click the Chat+Callback Template on the Care Features page. The changes that you make to a Template configuration may not be immediately visible in the customer chat interface or callback interface.

    For more information, see Download and Embed the Care Template Code.

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