Web chats

Web chats present current promotions or important announcements to customers via simple chat windows.

Prerequisites
Configure the following permissions in PureCloud:

• 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.

For information on how to further customize the appearance of the chat offer, see Web chat.

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

1. From the list, click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center.
2. 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.