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 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:

• Timing
• Chat offer
• Chat window

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.
   Important

   PureEngage: Your chat window fields must include both the Given Name and Family Name fields. These correspond to the First Name and Last Name fields in PureEngage. Web chats without this information will fail to start.
5. To add another field, click Add More.
6. When you are finished, click Done.