This Action is used to display a RightNow Proactive Chat widget to a visitor.
The following configuration options are available for this Action:
Path To Avatar Image: This is used to specify the avatar image that is used with this widget. The default value for this field is ‘
/euf/assets/images/avatar_photo.jpg’.Category: This is used to specify one or more categories to associate with the report displayed in the widget.
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'.Div ID: This is used to specify the div element that defines where you want the widget to appear on the page. The default value for this field is ‘
myDiv’.Note: If the div element specified here does not exist on the page, Engagement Engine creates a div with the ID given here and adds it to the end of the DOM.
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.
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.
Accept Button Label: This is used to specify the text displayed on the button that the visitor clicks to accept the chat. The default value for this field is ‘
Yes’.Avatar Image Label: This is used to specify the alt text associated with the avatar image. This text is never displayed onscreen, but it is defined so that it can be read by screen readers to meet accessibility guidelines for the widget. The default value for this field is ‘
Helpful person waiting to chat with you’.Header Label: This is used to specify the text used in the header label on the widget. The default value for this field is ‘
RightNow Technologies’.Logo Image Label: This is used to specify the alt text associated with the logo image. This text is never displayed onscreen, but it is defined so that it can be read by screen readers to meet accessibility guidelines for the widget.
Question Label: This is used to specify the text used in the chat invitation. The default value for this field is ‘
A Chat Assistant is available to help. Would you like to start the session?’.Refusal Checkbox Label: This is used to specify the text used with the refusal check box. The default value for this field is ‘
Do not ask again’.Reject Button label: this is used to specify the text on the button the visitor clicks to refuse the chat invitation. The default value for this field is ‘
No’.Title Label: This is used to specify the text used in the title bar. The default value for this field is ‘
Would you like to chat?’.Logo Image: This is used to specify the logo image that is used with this widget. The default value for this field is ‘
/euf/assets/images/rn_logo.png’.Minimum Agents Available Type: This is used to specify whether we are checking the number of agents or the number of sessions available before offering a chat session to a visitor.
Minimum Agents/Sessions Available: This is used to specify the minimum number of agents or sessions that must be available to offer a chat session to the visitor.
Modal: This is used to specify whether the widget is modal. If it is modal then it requires an action from the visitor in order to close the dialog and resume activity on the page.
Open in New Window: This is used to specify whether the chat login page opens in a new window. If this box is checked, the dimensions of the new window are specified by the Chat Login Page Height and Chat Login Page Width fields.
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 estimated wait time for which the widget will be displayed. If the server indicates that the estimated wait time is higher than the number specified in this field, the widget is not displayed to the visitor.
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.
