Difference between revisions of "ATC/Current/AdminGuide/Chat offers"
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|Platform=PureEngage, PureConnect, PureCloud | |Platform=PureEngage, PureConnect, PureCloud | ||
|TocName=Web chats | |TocName=Web chats | ||
| + | |ComingSoon=No | ||
|Context=Web chats present current promotions or important announcements to customers via simple chat windows. | |Context=Web chats present current promotions or important announcements to customers via simple chat windows. | ||
| + | |Prereq='''Prerequisites''' | ||
| + | * [https://help.mypurecloud.com/articles/altocloud-permissions-overview '''Journey '''>''' Action Map '''>''' Add ''', '''Delete''', '''Edit''', and '''View''' permissions] (to create action maps) | ||
| + | * [https://help.mypurecloud.com/articles/altocloud-permissions-overview '''Journey '''>''' Action Target '''> '''View''' permission] (to select a team to handle interactions from the action map) | ||
|Section={{Section | |Section={{Section | ||
|sectionHeading=About WebChats | |sectionHeading=About WebChats | ||
| Line 41: | Line 45: | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| − | |sectionHeading=Route chats to a | + | |sectionHeading=Route chats to a target |
|Type=Structured | |Type=Structured | ||
|anchor=RouteTeam | |anchor=RouteTeam | ||
| Line 48: | Line 52: | ||
|gif=No | |gif=No | ||
|structuredtext=# Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue. | |structuredtext=# Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue. | ||
| − | # To ensure that {{MINTYDOCSPRODUCT}} presents the chat '''only''' if agents are available to engage with the customer, turn on the ''' | + | # To ensure that {{MINTYDOCSPRODUCT}} presents the chat '''only''' if agents are available to engage with the customer, turn on the '''Route if agents available''' button. |
{{NoteFormat| | {{NoteFormat| | ||
| − | * If you do not select a | + | * If you do not select a target, {{MINTYDOCSPRODUCT}} sends all chats from this action map to a default or general queue. |
| − | * If you do not turn on the ''' | + | * If you do not turn on the '''Route if agents available''' button, {{MINTYDOCSPRODUCT}} sends the chat to the team you select regardless of whether an agent in the team is available or not. |
|1}} | |1}} | ||
|fullwidth=No | |fullwidth=No | ||
Revision as of 18:46, May 16, 2019
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
Web chats present current promotions or important announcements to customers via simple chat windows.
Prerequisites
- Journey > Action Map > Add , Delete, Edit, and View permissions (to create action maps)
- Journey > Action Target > View permission (to select a team to handle interactions from the action map)
About WebChats
A Web chat engages your customers through a standard chat window that proactively appears while they are on your website.
Offer text
Specify the text that appears when the offer appears:
- Title text: This text appears in the title bar of the chat.
- Offer text: This text invites the customer to chat.
- Confirm button: This text appears on the button that accepts the chat offer.
- Decline button: This text appears on the button that declines the chat offer.
Questions
Specify the questions that the chat window asks the customer. If the customer must respond to a question before proceeding with the chat, select Required.
Route chats to a target
- Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue.
- To ensure that Genesys Predictive Engagement presents the chat only if agents are available to engage with the customer, turn on the Route if agents available button.
Important
- If you do not select a target, Genesys Predictive Engagement sends all chats from this action map to a default or general queue.
- If you do not turn on the Route if agents available button, Genesys Predictive Engagement sends the chat to the team you select regardless of whether an agent in the team is available or not.
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