Create a chat script
An 8x8 Contact Center chat script defines the path of a chat interaction from its initiation until it is accepted by an agent. Using chat scripts, 8x8 Contact Center administrators can define how to present a chat, when to present it, what information they need to collect before initiating the chat, and which queue to direct the chat interaction to. They can create a new script and assign it to any number of channels. Chat scripts are grouped under Scripts > Chat in 8x8 Configuration Manager. The enhanced chat script allows you to design and control the chat flow in a contact center. To see the chat workflow diagram, refer to Chat Overview.
Let's say Bob, a contact center administrator at AcmeJets, wants to define a chat workflow that allows website visitors to initiate a chat with friendly representatives from his company. To enable a smooth chat flow, Bob must create a chat script that enables the following workflow:
- Allow web page visitors during business hours to click the chat button and initiate a chat.
OR
Invite visitors to chat once they have spent some time on the page. - When they click the chat button, present a short pre-chat form that helps identify the customer's interests.
- Once the customer submits the pre-chat form, direct the chat interaction to an appropriate chat queue.
- If the wait is too long, allow the customer to skip waiting in the queue and send an offline message.
- Present the customer with a chat window they can use to interact with a representative.
- Allow the visitor to send an email message, if reached during closed hours.
To achieve the above goals, Bob must create a chat script like the one below. The objects can be entered in any order, as 8x8 Contact Center arranges them in the correct order.
To create a chat script:
- From the Configuration Menu, open Scripts.
- Go to the Chat tab.
- Click
or Add new chat script.
- Follow the steps below:
See Chat Overview to learn about Embedded Chat Design.