This article acquaints you with the features that CloudCX Web Chat provides and the steps you need to take to start using Web Chat, involves creating your team, configuring the features you want to use, customizing the look and feel of the Web Chat window, so it looks good on your website, and then adding the chat widget to your website once you are ready. |
Understanding the features that CloudCX Web Chat offers begins with exploring the Control Panel. You can start exploring each feature and setting and tailor them to your business needs.
Go to your CloudCX system CloudCX installation domain, and log in with the admin account to enter the Omni Widget > Dashboard.
For the dashboard, you can find more details about Web Chat Dashboard 7.1.1 Web Chat Dashboard.
You can start accepting chats and use the features and settings you just configured when your agents and teams are ready, and their roles and availability status are defined. You can use CloudCX's Global Settings to add agents, create chat queues, and define their roles.
Go to Global Settings > People, to add and configure Agents and Chat Queues:
Agents: Agents serve as the face of your organization for your visitors. Add agents to your Web Chat dashboard and define their chat queue and roles clearly. To learn more about setting up agents, see Agents Management9.1.1 Agents Management.
Chat Queues: A chat queue represents a business unit in your organization with specific responsibilities. Chat Queues help you assign incoming visitors to the most suitable agents. You can create multiple chat queues to group your agents according to their responsibilities. Through Chat Queues, you can ensure chats and messages get forwarded to the correct teams. For example, you can create separate chat queues for support and sales within your organization. To learn more about setting up chat queues, see Queue Management9.1.2 Chat Queue Management.
Skills: Skill-Based Routing (SBR) is a way to route chats based on agents’ skills, so that your visitors can quickly get the targeted support that they need. Skills can be languages, IT skills, or product areas. By grouping agents into chat queues and defining agents’ skills, you can route visitors to agents in a specified chat queue with certain skills, so that visitors can get targeted support quickly.
To learn more about setting up Skills, see Skills Management9.1.3 Skills Management.
Roles: You can define the roles of any agent you add to your Web Chat dashboard. You can create roles like administrators, agents, and so forth. You can specify the permissions accessible to each of these roles. To learn more about setting up Roles, see Roles & Permissions9.1.4 Roles&Permissions.
Custom Away Status: Custom Away Statuses allow you to create and customize agent statuses for better reporting purposes. For example, it may be that the default “Busy” status isn't detailed enough for you to analyze agent states, and it may be that custom statuses of “Lunch” “Meetings” and “Comfort Break” give you greater visibility. To learn more about setting up Custom Away Status, see Custom Away Status Management9.1.5 Custom Away Status Management.
You are now ready to browse through the Omni Widget menu and select a widget or create a new widget to customize your own widget of how the web chat button and window should look, which channels you wish to chat with visitors, set up the language that you wish the visitors to use.
Go to Omni Widget > My Widget, select a widget or create a new widget to customize:
Widget: You can create and deploy multiple widgets in different websites. This enables you to offer personalized support to your customers. To learn more about managing multiple widgets, see Manage Omnichannel Widget 2.1 Manage Omni Widget.
Widget Design: You can rebrand the Omni-widget (web messenger) to reflect your business brand and put out your brand on your website. To learn more about customizing widgets, see Customizing Omni-widgethttps://cloudfon.atlassian.net/wiki/spaces/CX/pages/49414269/2.3+Customizing+Omni-widget?atlOrigin=eyJpIjoiM2M5NjZhMGM4MGFhNDM1M2EwYzk2MGI5YmRjZTQwYmMiLCJwIjoiYyJ9.
Button: The Chat Button sits on your homepage and provides your visitors the option to chat with your agents and get responses to their queries. CloudCX offers a customized chat button for each widget. To learn more about the customizations of Chat Button, see Button Design2.3.1 Button Design.
Windows: The Widget Window is the interface that visitors use to communicate with your agents. You can customize the Window to change the logo and banner. You can also set a greeting message to tell your visitor more about your company. To learn more about customizing the Chat Window, see Window Design 2.3.2 Chat Window Design.
Language: The Language option lets you customize the language on the visitor side interface.
Channels: Your customers can easily reach you through various channels on your website. To learn more about adding social channels in your widgets, see Adding Channels in Widget 2.3.3 Adding Channels in Widget.
After customizing your widget, the next step is to configure the widget of what details you wish to collect before beginning a chat, details that you wish to save after the chat ends, customize a survey to collect feedback, configure your routing rules, and so forth.
Go to Omni Widget > My Widget > Web Chat, configure the below sections for your widget:
Chat Window: The Chat Window is the interface that visitors use to communicate with your agents. You can customize the Chat Window to change the style and chat Bubble colors. You can choose to display an agent’s avatar, title, or bio at the top of the Chat Window, so the visitor can know more about this agent. Furthermore, you can configure the advanced settings to automatically receive chat transcripts with your visitors, automatically end chats if your visitors don't respond within a specific time, and so forth. To learn more about customizing the Chat Window, see Chat Window 2.4.1 Chat Window.
Pre-Chat: You can use the Pre-chat window to gather information from the visitor before a chat begins, for example, their name, email address, and so forth. This feature saves time and prevents agents from asking repetitive questions. You can also use the Pre-chat window for chat routing and allocation.
Custom fields can be created to collect any information you need with various input types available, from drop-down lists to simple text fields.
To learn more about enabling and customizing the Pre-chat window, see Pre-Chat 2.4.2 Pre-chat .
Post-chat: The Post-chat survey is a useful tool to see what your customers think about the overall experience they received from the agent they chatted with. You can customize the greeting message and create fields to collect ratings, comments, NPS, and so forth.
To learn more about customizing your Post-chat survey window, see Post-Chat 2.4.3 Post-Chat.
Offline Message: Offline Message allows your visitors to leave a message if all your agents are offline. You can set any email address to deliver offline messages.
To learn more about Offline Message, see Offline Message 2.4.4 Offline Message.
Invitation: CloudCX's Invitation feature lets you send automated chat invites based on specific rules and conditions. For example, if a visitor is on your webpage for longer than 30 seconds, you can have an auto-invitation sent to them inviting them to chat. You can also customize what you want the Manual Invitation or Auto Invitation message to look like.
Agent Wrap-up: The Agent Wrap-up feature allows you to categorize and comment on every chat in the middle or at the end of a chat. Additionally, you can locate chats easily in the archives using wrap-up fields. Agent Wrap-up helps you manage your chats and retrieve chats from any category whenever you need to check them for review, training, and other purposes.
To learn more about setting Live Chat Wrap-up, see 2.4.5 Agent Wrap-up.
Routing Rules: The Routing Rules feature allows you to efficiently route visitors to designated departments or agents based on visitor location, source, navigation history, and other system fields.
To learn more about Routing Rules, see 2.5 Set up Chat Routing Rules.
Knowledge Base: The CloudCX Knowledge Base enables you to provide your visitors with a complete self-service support option and empowers agents to help visitors in a better way. Create your knowledge base with FAQs, user guides, how-to articles, integrate it with Live Chat and let your agents resolve visitor queries quickly.
To learn more on integrating and using the Knowledge Base, see 5.1 Knowledge Base.
Canned Messages: These are pre-defined messages that can be sent instantly to visitors, saving agents time and preventing the same message from being typed out repetitively to different customers.
Learn more on 5.2 Canned Message.
The Routing Rules feature allows you to efficiently route web visitors to designated queues based on visitors' conditions. To learn more about Routing Rules, seehttps://cloudfon.atlassian.net/l/cp/3zgtLbdF
Once you are done exploring the Control Panel, setting up your Widget, and configuring your Web Chat Settings, you are ready to make Web Chat available to your visitors.
To learn more about installing a web widget on your website, see https://cloudfon.atlassian.net/l/cp/aGw10oq3.