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Configuring Chat Channels

Chat Channels in Virtual Contact Center serve to direct chat requests from customers to contact center agents via chat queues.Virtual Contact Center provides options to embed links to Chat channels on your website or on the Support Center using which customers can initiate a live chat session with the agents.

Configuring a chat involves:

  1. Creating a chat channel
  2. Designing the chat visual elements
  3. Creating a chat script that defines the chat flow
  4. Assigning the script to the chat channel

Note: In legacy implementation, direct links to chat channels were hosted through Support Center website. The new implementation removes the dependency and allows you to embed the chat channel interface within your website.

 

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