Using script variables in chat channels

Before initiating a chat interaction, customer information such as account numbers or case numbers collected via the pre-chat form, can now be used to determine routing of the chat interaction. You can now collect customer data, store them into system and user-defined variables, and use values stored in these variables to direct the interaction to the appropriate queue. This improves the efficiency of handling chat interactions.

Let’s say your company wants to route interactions based on the customer language. Collect the preferred language choice in a variable, and use this data in the IVR to direct them to the appropriate language queue. Let’s say your company wants to route interactions based on the department such as Sales or Support, you can collect this information during the pre-chat, and use it to route the interaction to the right queue.

In this topic, we’ll demonstrate the usage of script variables in chat channels based on the following use case.

AcmeJets Inc. is a premium jet service company that serves its customers via chat channels. When a customer initiates a chat, AcmeJets collects basic information such as customer name, account number, and the preferred language for chat. AcmeJets serves customers in English and Spanish, and have dedicated queues for each language. They want to direct customers to the appropriate queue based on the language choice. Additionally, the company wants to personalize their conversation for best customer satisfaction.

Assumptions

Let’s assume that AcmeJets contact center has:

  • Configured a chat channel
  • Configured chat queues
  • Designed chat elements (chat button, pre-chat form, and chat window)
  • To support the use case, follow the steps discussed here: