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Configuring Chat Channel Preferences with the Properties Tab

Use the chat Channel, Properties tab to specify the primary properties of a chat channel. You can edit properties of an existing channel or create a new channel.

To configure the properties of an existing chat channel:

  1. In the Configuration menu click Channels.

    Configuration Manager displays a list of channels (Figure 85).

  2. In the list of chat channels, click to edit .

    Figure 98: Chat channel page, Properties tab

  3. Enter or select the following values for a chat channel:

    1. Name: a name for the chat channel.
    2. Description: Summary of the purpose of the chat channel.
    3. Chat Script: Specify a chat script that defines the chat flow if you have already defined one. The script defines the behavior from the time a website visitor enters the website, initiates and completes a chat.
    4. Direct Chat to: a chat queue or to the Main ICR Interactive Chat Response defines a template to respond to a chat interaction from customers. This includes primary and secondary greetings to welcome the customers on chat, and a schedule to determine when to send each type of greeting.
    5. Check the enable option to enable a chat channel service.
    6. Select the Support Center that provides customers a platform to initiate a chat session with the contact center.
  4. Click Save.


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