Webex Contact Center enables you to embed a pre-configured chat template in your website that you can use to interact with your customers. You can capture customer feedback and integrate virtual agents with the chat template. You can customize the look and feel of the chat window, customer information, and feedback form.
Before you begin
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:
Only customers whose organization is provisioned on an existing Classic platform can configure a chat template for their contact center.
Log in to the customer organization at https://admin.webex.com.
From the navigation pane on the left, in the Services section, click .
Choose one of the following options:
The system displays the Chat Template wizard.
In the Define Template page:
In the Proactive Prompt, Off-Hours page:
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.
In the Virtual Agent page:
In the Branding and Identity, Status Messages page:
In the Feedback page, enter Label and Hint Text in the Attributes card to receive customer feedback.
In the Done page, click Finish.