Use the Chat Settings page to assign key parameters for establishing communication with the chat provider for your account.

Account chat settings are generally provided for your organization by your chat provider.

Editing Chat Settings for the Account

Note: Currently Interact supports the chat provider LivePerson.

  1. From the Account menu in the Admin Console, click Chat. The Chat Settings page is displayed.
  2. At the upper right corner of the page, click Edit. The settings become editable:

  3. From the Chat Provider dropdown list, select your chat provider.
    Note: To delete previously-configured Chat provider settings, select None.
  4. Enter your account number in the Account field.
  5. Enter your application key in the Application Key field.
  6. If desired, in the Description field, enter comments or relevant notes.
  7. Optionally select the relevant After Hours schedule from the After Hours Settings dropdown list.
    Note: To clear an After Hours schedule that has already been defined, select None.
  8. At the upper right corner of the page, click Save. A confirmation message is displayed and changes are saved in the system.
Chat Details Stored on the Interact Server

During runtime, chat details and status are sent to the Interact server for auditing purposes. The following information is collected when a user clicks the Chat button:

  • Timestamp and all other available information about the user and the Flow instance
  • The Flow element from which chat was initiated

In addition, the following information is collected when a chat with an Agent is initiated:

  • Timestamp and all other available information about the user and the Flow instance
  • Chat queue
  • The Flow element from which chat was initiated

 

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