Interactive Chat Response (
You can configure your chat response to collect some key data that identifies the customer before channeling the chat request to the chat queue. For example, you can gather a customer's unique account number and pass this information to agents while offering the chat interaction. Based on the account number, an agent can quickly view the customer information, and then accept the request. If an agent rejects a chat request, the request enters the queue again to be offered to the next available agent.
If a customer submits a chat request during closed hours, you can configure an alternative greeting to inform the customer of business hours.
The ICR capability allows you to specify:
Go to Queues/Skills > Chat > ICR to specify a unique message for the chat interactions received during the open and closed hours.
To configure chat queue greetings:
|ICR Tab Option||Description|
|Data to Collect||Choose the CRM data Virtual Contact Center prompts the user to submit before originating a new chat interaction.|
Choosing an entry enables the Main Greeting text entry area.
|Main Greeting||To enable the Main Greeting text entry area, select a value for Data to Collect.|
In the Main Greeting, type a greeting message sent by Virtual Contact Center at the start of a new chat interaction.
By default, Virtual Contact Center responds to a new chat interaction with the contents of the Main Greeting text entry area during both open and closed hours. To enable Virtual Contact Center to respond with an alternative greeting during closed hours of operation, select Open Hour Schedule, described later in this table.
|Open Hour Schedule||If enabled, both scheduling and Alternative Greeting are activated. Choose the hours of operation for the chat queue. Virtual Contact Center responds to new chat interactions with the greeting from the Main Greeting text entry area during open hours, and from the Alternative Greeting area during closed hours.|
|Alternative Greeting||To enable Alternative Greeting, you must enable Open Hour Schedule.|
In Alternative Greeting, type a greeting message sent by Virtual Contact Center in response to a new chat interaction received during closed hours.
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