Configuring a chat channel in Virtual Contact Center involves:
To configure properties for a chat channel, you must specify the channel name, description, and chat script. A chat script defines the chat behavior from the time a website visitor enters the website, and initiates and completes a chat. Use Channels > Chat > Properties to specify the primary properties of the chat channel.
To configure chat channel properties:
|Chat Channel Property||Description|
|Channel type||Read-only reminder of the type of channel.|
|Name||Type the name of this chat channel.|
Agent Console displays the channel name when the agent receives an email.
|Description||Enter a summary or purpose of the chat channel.|
|Chat Script||If you have already defined a chat script, select the script from the list. If not, proceed to save the properties without a chat script. Next, create a chat script and add the channel you just created. For details on chat scripts, refer to Create a Chat Script.|
The script defines the chat behavior from the time a website visitor enters the website, and initiates and completes a chat.
|This Channel is enabled||Select to enable this chat channel for service.|
Enable a channel only after your contact center is ready to receive interactions on the channel.
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