Create a Chat Template

Use Care Chat Templates to design the chat interface on your organization website. You can configure the:

  • Visual display of the chat interface.

  • Information that customers provide before initiating a chat.

  • Feedback that customers provide after they end a chat.

Before You Begin

  • You need full administrative privileges for Cisco Webex Control Hub to create a chat template.

  • To use a virtual assistant 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 Spark Control Hub and go the Services page.

  2. Click Features on the Care card.

  3. Click New to create a new Care feature.

  4. Select Customer Support Template.

  5. Click Chat Template.

  6. Enter your template name.

  7. Select the features that you want customers to see in the chat interface.

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

  9. Click Finish to save your Chat Template configuration. The Embed code window opens with a JavaScript code snippet that is 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 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 using 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 that is displayed at the prompt.

  • Customer Information—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 that is not captured 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.

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

  • 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 users and virtual assistants display your organization's profile or their own unique profile.

  • Status Messages—Specify the message 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.

What to Do Next

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

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

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

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