Design a chat window

The 8x8 Contact Center chat window is the interface between a customer and the agent during the chat. 8x8 Contact Center administrators can use the default chat window or create a custom window. To create a custom window, you can create a new form from scratch, or copy the default form and make the desired changes.

To create a custom chat window:

  1. From the Configuration Menu, open Chat Design.
  2. Go to the Window tab.
  3. Click or Add New Window.
    Add a new chat window
  4. Enter Name and Description.
  5. Enter a value for Window title.
  6. Select Offer the Co-browsing request into the Chat window.
    Notice that Start Co-browsing session appears in the Chat window. For details regarding Co-browsing, see our content on Co-browsing via Chat.
  7. Select Use default colors for WCAG. The default colors are designed to help the visually challenged.
  8. Select a file for Logo customization.
  9. Enter a value for Logo label. The new field requiring a logo label has been added for screen readers to comply with WCAG.

  10. Under Avatar, click the Show agent profile picture checkbox to enable the agent’s personal avatar to be displayed beneath the 8x8 logo section during web chat interactions.

    Note:When the Show agent profile picture checkbox is cleared, the default 8x8 company logo will display instead

  11. Click Save.
    You have defined all the Chat Visual Block (CVB) elements. The next step is to add them in a chat script to complete the workflow.

Create chat window - Enable agents to display their avatar and bio during web chat interactions

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