Agiloft contains a support chat interface that can be made available to end users. When enabled, it is typically displayed as a tab in the End User Interface. When a user requests a chat, a notification pops up for any staff on the team assigned to chat requests, asking them to accept the request. Chat can only be initiated from End User Interface. Power users can only reply to chat requests submitted by End Users. To enable staff-to-staff communication, see Instant Messaging.
To turn on the chat interface for your knowledgebase, navigate to Setup > Chat and edit the default session.
Note: You can control visibility of the chat function in the left pane by expanding the Home menu and selecting Preferences. Navigate to the Left Pane tab and select or deselect Show Chat.
The key options are:
- Whether to launch the chat window from a tab in the EUI or in another web page.
- Select teams to notify when a request is received.
- Decide whether to have a popup suggesting support chat when a user logs in.
The Chat wizard tabs are described below:
This General tab is used to:
- Provide a title for a session. This title will appear on the chat popup window seen by customers, so the title could be something like "Chat with a Support Rep" or "Chat about a Sales Question".
- Define a session nickname that will be displayed to staff members when a chat request is received so they know which session it is from. This should be a short phrase or word to save space.
- Select the way you want this session to be launched. It may be started directly by the user clicking a tab in the end user interface, if it is the only session launched by that tab, by a popup window that appears as soon as the user logs in to the end user interface, or from a button at your website outside of Agiloft. If you choose a tab in the EUI and have multiple chat sessions on the same tab, when the user clicks the Chat tab, he will see a list of all available session types and can click on which one he wants to join. If you have only one session defined, clicking the tab will immediately launch a request for that session.
- Choose whether to show the chat tab or the popup only when a member of one of the responsible staff teams is logged in or only during the working hours of specific teams.
The Access tab defines which end user groups are allowed to send chat request, which power users are permitted to reply to such requests, and which groups should be notified when a customer logs into a chat session.
When a user requests a chat session, the session only begins when a staff member responds to the request. This prevents the user from waiting in an empty chat room. The normal chat sequence is:
- A user requests to chat
- The staff are notified
- A staff person responds
- The chat starts.
By default, Agiloft checks for and notifies team members of new chat requests every 5 minutes. You should select a greater frequency for teams that you plan to receive chat messages. For more information, see Teams Wizard.
The role of Moderator has the authority to silence individuals in the chat session or remove them entirely.
In the Appearance tab you can define whether and how much of the end user's look and feel scheme is applied to the chat window. You can include just the color scheme without the header and footer HTML, or you can include all of the EUI elements.
From this tab you can also set how often the chat page refreshes and choose the field to display as the Nickname in the chat window.
In addition, the background color of the chat window is configurable using the Form Background Color setting of the current Look and Feel scheme.
On the Mapping tab you can:
- Choose how to handle the chat transcript when the chat session ends;
- Map choice fields to specific values;
- Set up conversion mappings of the chat transcript to tables.