Manage Chat Assets

Chat assets

Use Webex Connect to create and register the chat asset, and then use Control Hub to configure the Contact Center settings for web and mobile customer messaging.

Create a Chat asset

Before you begin

You must have full organization administrator access or Contact Center service administrator access in Control Hub.
Create the chat asset in Webex Connect and register it with Webex Engage before you configure it in Control Hub.
Use separate assets for Web Chat and Mobile-app messaging. If you use Web Chat, do not enable JWT for that Web Chat asset. For Mobile-app messaging, enable JWT only on the mobile asset because JWT is required for mobile push and in-app messaging.
Create a Chat entry point and map the chat asset to the entry point.
Create or verify a Chat queue for routing the interaction.
Create an inbound chat flow before you test the asset.

1	Sign in to Control Hub.
2	Navigate to Services > Contact Center > Digital Settings > Chat assets.
3	Choose an asset from the Chat assets list.

Configure asset settings

Use asset settings to configure customer chat history and notification settings for the selected Chat asset.

Configure Asset settings.

Configure Customer chat history settings.
- (Optional) Enable the Show chat conversation history to user on re-login toggle button to show conversation history to end users.
- (Optional) Enable the Allow customers to request chat transcripts from Web Chat widgets toggle to provide customers the ability to request chat transcripts from the widget.
  - After enabling the transcripts toggle, choose the Use agent name as agent signature or Use alias as agent signature radio button. Configuring an agent identifier helps to protect the privacy of the agents.
- (Optional) Enable the Clear threads for user's widget toggle to clear conversations when the end user clicks End, navigates to a different website, or closes the browser.

Configure Notification settings.
- (Optional) Enable the Play chime sound when user receives a new message toggle button to notify users about incoming messages.
- (Optional) Enable the Suppress working hours and agent presence checks toggle to make the widget available 24/7, allowing uninterrupted widget availability regardless of team schedules or agent availability.

Configure Website settings

Use Website settings to configure the Web Chat customer experience for the selected Chat asset.

Configure Website settings:

Click Websites.
Click the Add website button.

Configure General settings.
- Chat widget language: Choose a language from the Chat widget language drop-down list. The default language is English. All announcements, action button text, error notifications, and chat transcripts display in the configured language on the widget.
- In the Display name field, enter the widget name.
- In the Byline Text field, enter the support text.
- In the Button text field, enter the widget button name.
- In the First message field, enter the message that an end user can view on the widget.
- In the PCI compliance banner message field, enter the message that an end user can view while initiating a conversation.
- Chat announcement settings: Enable the Allow logging of chat announcement toggle button to configure personalized announcements on the widget. You can choose to personalize and add more context to the announcement by using $(agent) and $(team) as variables in the text field. This announcement appears when an agent sends the first outgoing message from the agent desktop.
- Configure Domain details: In the domain field, enter the domain or subdomain name.
- Configure Email transcript details:
  - In the Subject field, enter the subject line text. You can configure the subject using $(transdate) and $(brand name) parameters.
  - In the Footer field, enter the footer text. You can configure the footer in the language of your choice.
Click Next.

Configure Appearance settings.
- In the Widget color field, you can choose a color or enter a hex code.
- Choose a Widget button type design from the list.
- Configure Logo: Upload a graphic file with your website logo.
- Configure Message composer settings:
  - (Optional) Enable the Show composer when quick replies are sent toggle to allow agents to compose a new message in the composer if the suggested quick replies don't match the end user's intent.
  - (Optional) Enable the Allow Emojis toggle button, to allow end users to use emojis during the conversation on the widget.
  - (Optional) Enable the Allow attachments toggle button, to allow end users to send attachments during the conversations on the widget.

Click Next.

Configure Visibility settings.
- (Optional) Turn on the Enabled toggle button to view the widget on the website.

When you turn off the Enabled toggle, the system hides the widget for new visitors and also for existing visitors when they refresh their page.

Click Next.

Configure Banned visitors settings.
In the Banned visitors section, you can ban customers from reaching out to agents on the Web Chat widget. You can configure their IP addresses in the Banned visitors list.
To add banned visitor IP Addresses:
- Click Add IP.
- Enter IP Start Range, IP End Range, and Reason in the respective text fields.
- Click Save.
- Click the Add more button to add IP addresses to the banned visitor list.

To edit a banned visitor IP address:
- Click the Edit icon in the Actions column of the Banned visitors list.
- Edit the required fields and click Save.
To delete a banned visitor IP address, click the Delete icon in the Actions column of the Banned visitors list and click Save.

Configure Mobile-app messaging settings

Use Mobile-app messaging settings to configure mobile customer messaging for Android and iOS apps.

Configure Mobile-app messaging settings:

Use the Mobile section to configure mobile customer messaging for Android and iOS apps. The mobile configuration applies after the chat asset is created in Webex Connect and registered with Webex Engage.
Optionally map business hours to control when the mobile messaging experience is available.
Use the Android or iOS installation details from the Installation section with the corresponding Webex Connect mobile SDK implementation.
Create or verify the Chat entry point, Chat queue, and inbound chat flow before testing a mobile-originated chat conversation.

Configure Installation settings

Use Installation settings to access web widget installation details and Android or iOS installation guidance.

Configure Installation settings:

For Mobile-app messaging assets, use the Mobile section to map business hours, and use the Installation section to access Android or iOS installation guidance.
For Web Chat assets, click the Copy button to copy the widget script.
Paste the script above the </body> tag in the HTML DOM.
Test the asset only after you create or verify the Chat entry point, Chat queue, and inbound chat flow.

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Chat assets

Create a Chat asset

Configure asset settings

Configure Website settings

Configure Mobile-app messaging settings

Configure Installation settings

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