Create a Chat Template for Cisco Webex Contact Center

Before you begin

You need to create an entry point before configuring a chat template.

Entry points are the initial landing place for all channel types in the Cisco Webex Contact Center. A contact is sent 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 under the Provisioning chapter in the respective platform guide:

1

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

2

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

3

You can choose either one of the options:

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

The wizard has the following steps:

  • In the Define Template screen:

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

    2. Select a pre-configured entry point from the drop-down list.

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

      • Proactive Prompt: The message that appears in the chat dialog box when the customer opens the website of your organization. This message addressing the customer can be customized. You can set the time when the message should prompt the customer. You can also change the title and the default welcome message.

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

      • Virtual Agent: The preconfigured chat bot 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 Cisco Webex Contact Center Virtual Agent.

      • Feedback: The feedback form that appears after the end of the chat. 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.

  • In the Proactive Prompt, Off-Hours screen:

    1. Set the Proactive Prompt attributes to mention the wait time before the prompt is shown to the customer and enter a message to display.

    2. Set the Off-Hours attributes to show a message during the non-business hours and click Next.


     

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

  • In the Customer Information screen:

    • Click on each of the fields under the Preview card and modify the attributes. These attributes are used by the customer to fill the form.


       

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

  • In the Virtual Agent screen:

    1. Select 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.

  • In the Branding and Identity, Status Messages screen:

    1. In the Branding and Identity section, select the Profile Type.

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

  • In the Feedback screen:

    • Enter Label and Hint Text in the Attributes card. These are used to receive customer feedback.

  • In the Done screen:

    • Click Finish.


       

      After you finish configuring 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 web page's source file.

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

Attributes in Chat Template

Enhance the customer experience by configuring the following additional attributes for your chat template:

  • Proactive Prompt: The chat dialog box that appears when the customer opens the website of your organization can be customized. You can set the time that you want a customer to wait before an invite is sent to an agent for a customer chat. You can also change the title and the default welcome message that shows up in in a customer chat.

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

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

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