Cisco Webex Contact Center enables you to embed a preconfigured 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.
Create a Chat Template for Cisco Webex Contact Center
Before you begin
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:
Log in to the customer organization using the URL https://admin.webex.com.
From the navigation pane on the left, in the Services section, select .
You can choose either one of the options:
The wizard has the following steps:
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.
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.