Difference between revisions of "ATC/Current/AdminGuide/Chat offers"

From Genesys Documentation
Jump to: navigation, search
(Published)
(Published)
Line 11: Line 11:
 
** '''Journey '''>''' Action Target '''> '''View''' permission (to select a team to handle interactions from the action map)
 
** '''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 web chats
 
|Type=Structured
 
|Type=Structured
 
|anchor=AboutWebChats
 
|anchor=AboutWebChats
 
|alignment=Vertical
 
|alignment=Vertical
 
|gif=No
 
|gif=No
−
|structuredtext=A Web chat engages your customers through a standard chat window that proactively appears while they are on your website.
+
|structuredtext=A web chat engages your customers through a standard chat window that proactively appears while they are on your website.  
 +
 
 +
To create a web chat, start by {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=creating an action map}} that uses a web chat as its method of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#CustomerEngagement|display text=customer engagement.}} To design a web chat, you define the:
 +
<ul>
 +
<li>{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatOffers|display text=Chat offer}}</li>
 +
<li>{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatWindow|display text=Chat window}}</li>
 +
</ul>
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Offer text
+
|sectionHeading=Chat offer
 
|Type=Structured
 
|Type=Structured
−
|anchor=OfferText
+
|anchor=ChatOffer
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|image=WebChatDesignGPE2920.png
 
|image=WebChatDesignGPE2920.png
 
|gif=No
 
|gif=No
−
|structuredtext=Specify the text that appears when the offer appears:
+
|structuredtext=# Specify the '''Offer title text'''. This text appears in the title bar of the chat.
−
* '''Title text''': This text appears in the title bar of the chat.
+
# Specify the '''Offer text'''. This text invites the customer to chat.
−
* '''Offer text''': This text invites the customer to chat.
+
# Specify the '''Accept button caption'''. This text appears on the button that accepts the chat offer.
−
* '''Confirm button''': This text appears on the button that accepts the chat offer.
+
# Specify the '''Decline button caption''' This text appears on the button that declines the chat offer.
−
* '''Decline button''': This text appears on the button that declines the chat offer.
+
# Click '''Next: Chat window'''.
−
 
 
−
For information on how to further customize the appearance of the chat offer, see [https://docs.genesys.com/Documentation/GWC/latest/WidgetsAPI/WebChat Web chat.]
 
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Questions
+
|sectionHeading=Chat window
 
|Type=Structured
 
|Type=Structured
−
|anchor=Questions
+
|anchor=ChatWindow
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=WebChatQuestions0131.png
+
|image=ChatWindow.png
 
|gif=No
 
|gif=No
−
|structuredtext=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'''.
+
|structuredtext=Your chat window includes fields that capture essential information about your customers. For example:
 +
* Company name
 +
* Email
 +
* Family name
 +
* Gender
 +
* Given name
 +
* Phone number
 +
 
 +
We have pre-configured several fields for you. However, you can configure the fields in the chat window however you like.
 +
# From the list, select the type of information.
 +
# In the box, type the label that customers see.
 +
# To make a field required, select the '''Required''' box.
 +
# To delete a field, click '''Delete'''.
 +
# To add another field, click '''Add More'''.
 +
# When you are finished, click '''Done'''.
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Revision as of 14:23, June 28, 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

About web chats

A web chat engages your customers through a standard chat window that proactively appears while they are on your website.

To create a web chat, start by creating an action map that uses a web chat as its method of customer engagement. To design a web chat, you define the:

Chat offer

  1. Specify the Offer title text. This text appears in the title bar of the chat.
  2. Specify the Offer text. This text invites the customer to chat.
  3. Specify the Accept button caption. This text appears on the button that accepts the chat offer.
  4. Specify the Decline button caption This text appears on the button that declines the chat offer.
  5. Click Next: Chat window.

Chat window

Your chat window includes fields that capture essential information about your customers. For example:

  • Company name
  • Email
  • Family name
  • Gender
  • Given name
  • Phone number

We have pre-configured several fields for you. However, you can configure the fields in the chat window however you like.

  1. From the list, select the type of information.
  2. In the box, type the label that customers see.
  3. To make a field required, select the Required box.
  4. To delete a field, click Delete.
  5. To add another field, click Add More.
  6. When you are finished, click Done.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Chat_offers (2024-07-28 05:13:47)"
Comments or questions about this documentation? Contact us for support!