Configure a Chat Template for Webex Contact Center

Before you begin

Ensure that you create an entry point before you configure a chat template.

Entry points are the initial landing place for all channel types in Webex Contact Center. The system sends the contact to an agent based on the routing strategy that is set for an entry point.

You can configure one chat template for each entry point. For more information, see the Entry Point and Queues section in the Provisioning chapter in the following platform guides:

1

Log in to the customer organization at https://admin.webex.com.

2

From the navigation pane on the left, in the Services section, click Contact Center > Features.

3

Choose one of the following options:

  • To create a new chat template, click New > Chat Template.
  • To edit an existing chat template, double-click the card.

The system displays the Chat Template wizard.

4

In the Define Template page:

  1. Enter a unique name that identifies the purpose of your template.

  2. Choose a preconfigured entry point from the drop-down list.

  3. Choose the following customization options and click Next. You can choose multiple options depending on what you want your customers to see when they chat with your organization.

    • Proactive Prompt: The message that appears in the chat box when the customer opens the website of your organization. You can customize this message. You can configure the time to prompt the message to the customer. You can also change the title and the default welcome message.

    • Off-Hours: The non-business hours of your organization. You can set the availability of the chat support by configuring the business hours and time zone of your organization. You can also add an away message for customers.

    • Virtual Agent: The preconfigured chatbot that starts the conversation with the customer. You can choose from the available virtual agents and add a welcome message.

      Configure the customer information form, the visual display of the agents, and the status messages for the chat window. For more information, see Configure a Virtual Agent for Webex Contact Center.

    • Feedback: The feedback form that appears after the chat ends. You can add a message inviting customers to give their feedback about their chat experience.


     

    Based on the selected options, the subsequent steps appear in the wizard.

5

In the Proactive Prompt, Off-Hours page:

  1. In the Proactive Prompt section, enter the wait time, title, and message for the prompt.

  2. In the Off-Hours section, enter the message for the prompt, and choose the business hours and time zone from the drop-down list.

  3. Click Next.


 

The Proactive Prompt doesn’t pop up during the off-hours or when agents aren’t available to assist.

6

In the Customer Information page, click each of the fields in the Preview card and modify the attributes. The customer uses these attributes to fill the form.


 

It's mandatory to enter at least one category in the Type Attributes section for customers to choose the category from the drop-down list.

7

In the Virtual Agent page:

  1. Choose a preconfigured Virtual Agent (that can provide initial automated support in your customer chat experience) from the drop-down list and enter a message.

  2. Enter a welcome message and click Next.

8

In the Branding and Identity, Status Messages page:

  1. In the Branding and Identity section, choose one of the following Profile Type:

    • Organization: Use a single profile to represent all agents in your organization. For example, the name of the organization.

    • Virtual Agent or Agents: Use unique profiles to represent different agents in your organization.

      Choose one of the following options:

      • Show agent's display name: Displays the agent's full name.

      • Show agent's alias: Displays the agent's alias name.

  2. In the Status Messages section, enter the messages (that appear to the customer) and then click Next.

9

In the Feedback page, enter Label and Hint Text in the Attributes card to receive customer feedback.

10

In the Done page, click Finish.


 

After you successfully configure the chat template, a code snippet appears. To use the newly configured chat template in your organization's website, you can copy and paste the code snippet within the <head> or <body> HTML tag of your webpage's source file.

You can close the code snippet and download it later from the Contact Center > Features page.