The Chat Settings page allows you to establish communication between the Interaction server and your chat provider. Once chat settings are configured, chat operations are sent to the server, so they can be used for Interaction auditing purposes.
The following auditing information is collected when the user clicks the Chat button:

  • Timestamp and all other available information about the user and the Interaction instance
  • The Interaction element from which chat was initiated from (Question ID or Statement ID)

The following auditing information is collected when a chat with an agent is initiated:

  • Timestamp and all other available information about the user and the Interaction instance
  • Chat queue
  • The Interaction element from which chat was initiated from (Question ID or Statement ID)

The Chat Settings page is accessed from the Account menu, by selecting Chat. By default, no chat provider is configured.

Once Chat settings have been configured, they are listed on the page.

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Defining Chat Settings

The Edit button displays the Chat Settings page in Edit mode, enabling you to configure your chat settings. The settings specified should be the ones that are defined for your organization by your chat provider. Currently, the supported chat provider is LivePerson.
The following procedure explains how to configure initial chat settings. After you define your settings, the same procedure is used to modify current settings.

To define chat settings:

  1. At the right upper corner of the Chat Settings page, click Edit.
    Editable settings are displayed.
  2. From the Chat Provider dropdown list, select Live Person.
    Chat provider settings are displayed.


    Note: To delete previously configured chat provider settings, from the Chat Provider dropdown list, select None.
  3. Enter your account and your application key in the appropriate textboxes.
  4. If desired, in the Description field, enter comments or relevant notes.
  5. If After Hours settings are defined, from the After Hours settings dropdown list, select the relevant After Hours schedule.
  6. At the right upper corner of the page, click Save.
    A confirmation message is displayed, and settings on the Chat Settings pages are updated.

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