This Action is used to display a widget that allows visitors to initiate a chat by clicking on a HTML hyperlink.
The following configuration options are available for this Action:
Category: This is used to specify the category associated with this widget. Including this information helps to route the chat session to the appropriate queue.
Chat Login Page: This is used to specify which chat login page is displayed to the visitor. The default value for this field is ‘
/app/chat/chat_launch'.Chat Login Page Height: This is used to specify the height in pixels of the window in which the specified chat login page is displayed. The default value for this field is ‘
686'.Chat Login Page Width: This is used to specify the width in pixels of the window in which the specified chat login page is displayed. The default value for this field is ‘
700'.Container Element ID: This is used to specify the ID of the widget container. The default value for this field is ‘
myChatLinkContainer'.Custom Fields: This is used to specify the RightNow custom data fields whose values should be passed along to the customer contact agent when the chat initiates. You must enter the data in this field in key-value pairs where the key is the custom field ID and the value is the value of the custom field.
Enable Availability Check: This is used to specify whether the widget should check agent availability before displaying the invitation to the visitor. If no agents are available you can still display the Invitation and use the Available With Wait Label Template to inform the visitor of the expected wait time before an agent will be available. If you disable this functionality then the widget is always displayed to the visitor. This check box is checked by default.
Enable Polling: This is used to specify whether or not this should be a polling widget. A polling widget continually checks for agent availability and updates the Invitation accordingly. This check box is checked by default.
Ignore Pre-Route: This is used to specify whether or not to ignore chat session pre-routing for this widget. Visitors are pre-routed to a chat queue based on agent availability. As a result, any information they enter after being pre-routed is ignored. If you want customer data to be considered when routing to a chat session, you should check this check box.
Note: It is possible that customers may then be routed to a different queue than the one originally determined by agent availability.
Information Element ID: This is used to specify the HTML element that displays the widget. The default value for this field is ‘
myChatLinkInfo'.Widget ID: This is used to specify the widget that should be displayed to the visitor. Clicking the Edit button displays a new window that you can use to add or delete a widget ID from the list of available widgets as required.
Available Immediately Label Template: This is used to specify the wording that is displayed by the widget if an agent is available immediately to accept a chat. The default value for this field is ‘
Agents are available with no wait time’.Available with Wait Time Label Template: This is used to specify the wording that is displayed by the widget if no agent is available immediately to accept a chat. The default value for this field is ‘
An agent should be available in {TIME} ({NUM_MINUTES} {MINUTES} and {NUM_SECONDS} {SECONDS})’.Default Message Label: This is used to specify the default message that is displayed to visitors by this widget. The default value for this field is ‘
Chat directly with a member of our support team.’.Unavailable Busy Label template: This is used to specify the message that is displayed to visitors by this widget if no agents are available and the estimated wait time is above the time specified in the Wait Threshold field. The default value for this field is ‘
All agents are busy.’.Unavailable Hours Label: This is used to specify the message that is displayed to visitors by this widget if the customer contact center is closed. The default value for this field is ‘
We're sorry, chat is currently unavailable.’.Link Element ID: This is used to specify the HTML element that displays the chat link. The default value for this field is ‘
myChatLink’.Minimum Sessions Available: This is used to specify the minimum number of sessions that must be available to offer a chat session to the visitor.
Open In New Window: This is used to specify whether the Chat Launch Page opens in a new window. If this check box is checked then a new window is opened when the visitor clicks on a chat link. The new windows dimensions are specified by the Chat Login Page Height and Chat Login Page Width fields. This field is checked by default.
Product: This is used to specify the Product ID associated with this widget. Including this information helps to route the chat session to the appropriate queue.
Wait Threshold: this is used to specify the maximum wait time for which the Available With Wait Label Template is used.
Note: In order to minimize processing overheads, these configuration options are only sent to the Engagement Engine server if they are changed from the default values.
