Chat Controls

Bright Pattern Documentation

Generated: 8/17/2022 2:00 am
Content is available under license unless otherwise noted.




How to Schedule an Event

You can use the calendar to schedule events.

Step 1: Designate the date and time

Click anywhere on the calendar or select the desired time slot. A panel on the right will display event properties to edit.


Event properties


Step 2: Name the event

Enter a title for your event. The title will be displayed on the calendar.


Event title


Step 3: Confirm the event details

The time of the event will correspond to the position and duration of the time slot selected in the calendar grid. You can adjust this time manually in the Date andTime fields. Then adjust the Timezone if necessary.


Adjust date, time, and timezone


Step 4: Set a reminder

Specify how far in advance you would like to be reminded about the event. You can tell the calendar when to pop a reminder to you, in terms of the number of minutes, hours, and days in advance of the event.


Reminder


Step 5: Describe the event

In the Summary field, you can optionally add a descriptive summary of the event.


Summary


Step 6: Assign contacts

If your event is a scheduled call to a known contact, you can specify the contact’s name, phone number, and/or email address. To add or assign contacts to an event, click the + sign at the bottom of the event properties pane. You will have two options for looking up the contact.


There are two ways to add a contact


Quick Contact Lookup

Click Search contacts to find a contact in the Lookup window that pops up.


Contact Lookup


To use Lookup, type any text into the search term field. Lookup will search through the list of the most recent manual name-address inputs first (the list maintained throughout the system, not just in calendar), and then it will search in directory. It searches for the text that was entered, in both the name and address fields of your system's data. The matches are highlighted in the search results list in bold.


Enter Contact Details Manually

Click Enter manually (or directory) to type in a name on an empty contacts card. Clicking create contact will create a new contact record for this person.


Manual entry


When filling in an empty card, typing into the text field will displays a drop-down list of 10 entries pulled from recent address entries (i.e., entries from manual input, contacts, or the directory maintained in the system, not just in the calendar). If fewer than 10 entries are found, the rest are pulled from the directory.

If there are multiple addresses for a person, each name-address pair is shown as a separate item


Step 7: Save your event (the most important step)

Click the Save button. The new event will appear in the calendar highlighted in a blue color.


You may also use the calendar to schedule follow-up activities in the context of your present customer interactions directly from the Contact Info Panel. For more information, see section How to Schedule a Follow-up Activity.




How to Create New Cases

Cases are automatically created from emails inbound to your contact center. But what do you do if you need to reach out to a contact and need a record of it, or want to create a case from another type of interaction?

New cases can be created from either existing cases or contacts saved in your contact center or during non-email interactions. For more information, see Additional Ways to Initiate Interactions.

During Interactions

New cases can be created during active voice or chat interactions by clicking the Add new case Create-Case-Button-53.PNG button. After clicking this button, a case tab will open a draft note; you may also send an email at this time. Additionally, you can apply various case states to the case.


How a created case looks from a chat


From Existing Cases

Personal Queue

New cases can be created from your Personal Queue by clicking the Compose email New-Case-Compose-Email-Button-53.PNG button. After clicking this button, a new draft email opens with the option to create a note. Note that creating an email this way will place you in a Busy state.


The compose email button located in Personal Queue


Team Queue and Pinned Cases

It is also possible to create new cases from the Team Queue and Pinned Cases sections; however, the contact information must already be saved in your contact center. To create a new case from these sections, hover your cursor over a contact; this will pop a contact card with clickable interaction icons. Clicking the email Click-to-Call-Contact-Card-Email-Icon-53.PNG icon will create a new case in a draft email state wth the option to create a note. Note that creating an email this way will place you in a Busy state.

From Existing Contacts

From the Cases Tab

In section Search & Preview records, Cases tab, the Add new case Create-Case-Button-53.PNG button allows you to create a case for a saved contact. Note that this option is available for existing contacts only.

Create a new case from the Cases tab


Adding a new case in this way gives you several options:

Note that when a case is created in this way, you will be placed in a Busy state in preview mode.


When adding a new case, you can leave a note, send an email, and assign a case state


From a Contact's Saved Email Address

New cases can be created from email addresses saved to a contact's record. To create a new case, click the email Click-to-Call-Email-Icon-53.png icon that appears when you hover your cursor over the contact's email address; this will open a new draft email. You may also create a note for the case at this time.

Note that creating an email this way will place you in a Busy state. For more information, see Additional Ways to Initiate Interactions.


A new case can be initiated from a contact's email address






How to Have an Audio Chat

During an active chat session, both you and your customers have the ability to initiate VoIP calls (i.e., audio only), allowing you to easily switch between chat and voice. Note: In order to have audio-only calls via chat, this setting must be enabled by your contact center administrator.

To initiate an audio chat with your customer, follow these steps:

  1. Click the headset icon Chat-Widget-VoIP-Button-52.PNG, located in your Active Communications List (ACL).
  2. If your customer wants to initiate an audio chat, they may click the headset icon Chat-Widget-CUSTOMER-VoIP-Call-Button-52.PNG. Note: The background color of the button your customers see will vary depending on how your chat widget is configured.
  3. To end an audio chat, click on the telephone icon Chat-Widget-End-Call-Button-52.PNG.


Switching from Audio-Only to Video Chat

If both VoIP and video chat are enabled, you may switch between, chat, audio, and video during an active chat session. Note: Video chat must always start as an audio-only chat, with the option to upgrade to video.

To intiate a video chat, follow these steps:

  1. Click the headset icon Chat-Widget-VoIP-Button-52.PNG
  2. Next, click on the video on Chat-Widget-Video-ON-Button-52.PNG button
  3. If your customer wants to initiate a video chat, they must first click the headset icon Chat-Widget-CUSTOMER-VoIP-Call-Button-52.PNG, then the video on Chat-Widget-CUSTOMER-Video-ON-Button-52.PNG button.

For more information on how video chat works, see How to Have a Video Chat




How to Flag an Interaction

Included in service chats and calls is the ability for you to flag an active interaction. Flagging an interaction is a way to get help with tough questions or difficult situations. When you flag an active chat or call, supervisors monitoring your team will see your flag. Supervisors have the ability to monitor, coach, or barge-in on your session, which includes the ability to chat or speak with your customer directly.


To flag an active interaction, click the flag Chat-Flag-50.PNG button. Once flagged, your supervisors may choose to take any number of actions including, sending you a personal chat message, speaking with you directly (coaching), or participating in the conversation (barge-in).


An example of a flagged chat

















Overview: Remote Assistance in Chats

When remote assistance integration is enabled for your contact center, you can provide remote desktop/mobile device support to customers during conversations. That means having authorized access to the customer’s device screen, having navigational control, and being able to type and make changes on their device during an active interaction. Remote assistance makes it easier to provide troubleshooting and help.

This article will guide you through some of the ways that you can use remote assistance in Agent Desktop.

Requirements

At this time, Bright Pattern Contact Center supports remote assistance via integration with LogMeIn Rescue, which requires the following:

Tutorials

The following articles will guide you through some of the ways that you can use remote assistance during chats, SMS, and messaging sessions:




How to Use a Knowledge Base Article

There are several ways to access Knowledge Base and search articles. To use a Knowledge Base article in your message to the customer, either mouse over the customer's email in the Reply Editor and click the magnifying glass icon Search-Knowledge-Base-50.png, or click the orange arrow Knowledge-Base-Arrow-50.png to expand the Knowledge tab.


Accessing Knowledge Base


The Knowledge tab shows you the contents of Knowledge Base and lets you browse the listed articles. Articles in the list may be arranged in folders and sub-folders reflecting the organization of knowledge in your contact center. Names of folders are shown with the Unfold/Fold icon next to them. To open a folder, click the Unfold icon. Names of articles do not have any icons next to them. Then click Use to place the selected text in your email draft to the customer.

Another way of finding an article you need is by using the search field. Type a word or phrase that this article is likely to contain in the search field. Use quotation marks for the exact phrase match. Matching articles will be listed below.


Knowledge Base folders, articles, search field and filters


By default, the contents of the entire Knowledge Base are displayed or searched. However, some articles may be pre-associated with services that your contact center provides. To see only the articles related to the service of the interaction you are handling, select the only for this service checkbox.

Note that an article may be assigned are a default reply for a particular service. In this case, the text of the article will automatically appear in the drafts for all emails associated with this service.

When you select an article, its entire contents will be displayed below in the Notes Editor space. The article content is shown in three tabs: Keywords, Answer, and Usage Note


Knowledge Base article


Keywords Tab

The Keywords tab normally contains a statement of customer problem or question that this article will addresses. In a more general sense, this field can be used for any kind of information that will help you find the article using the search function (see above) and quickly assess relevance of the article to the email being handled. When you use the article as a template, the content of this tab will not appear in the email draft or chat text input field.


Answer Tab

The Answer tab contains the answer to customer’s problem or question. When you use the article as a template the entire content of this tab that will be inserted into the email draft or chat text input field. This part of the article may contain some substitution fields that will obtain data from your working session and the email that you are replying to (e.g., first and last name, case number, and customer’s email address).

Usage Note Tab

The Usage Note tab contains notes, comments, and suggestions regarding usage of this article. These notes may come from the author of the article and/or the agents who may have used it before. When you use the article as a template, the content of this tab will not appear in the email draft or chat text input field.

To use the article in your email or chat, click the Use button. The content of the Answer tab will be copied to your email draft in the Reply Editor or the text input field of you chat message. You can edit the text of the article as may be necessary to adapt it to your specific case before sending it.

Note: You can also initiate a search for information related to the content of the incoming email directly from the Reading Pane. For more information see section How to Review an Incoming Email.




How to Send and Receive Pictures and Documents

You can send files to your customers as well as receive files from customers via chat.

To send a file, follow these steps:

  1. Click the Add attachment button Add-Attachment-Button.png
  2. Select the desired file
  3. Click Open.
  4. Alternatively, you can drag and drop the file directly to your Chat Panel.

To the customer, the transmitted file will normally appear as a link for a document (or a thumb for a picture). The customer can click the link/thumb to download the file and open it as any regular file on his computer.

The attached document and picture may appear to the customer as shown.


A link to an attachment in the chat panel


Your customers can send you files using either the drag-and-drop method or the Add attachment button Add-Attachment-Button.png.

If the customer sends you a document, your Chat Panel will show the file name as a link. Click the link to download the document and open it as any regular file on your computer.


A link to an attachment in the chat panel


If the customer sends you a picture, it will be displayed as part of your message exchange in the Chat Panel.


A picture in the chat panel


If you click the picture, it will appear in a large pop-out window.


A picture in a pop-out window


If the native size of the picture is larger than the pop-out window, you will be able to adjust the viewing are via zoom controls and/or display the picture in a separate browser tab/window.







How to Create and Edit Canned Chat Responses

Canned chat responses are greetings that you send as standard to your customers. Creating canned chat responses can save agents time in that agents will not have to type in standard responses for every new chat (i.e., Hi, my name is .... How may I help you?). Such responses are guarantee that agents reply to customers in a standard way.

You can create your own canned chat responses as well as edit existing responses provided by your team or your contact center administrator.


Create a New Response

  1. Click the Settings icon Settings-Icon-50.png in the upper right corner of the desktop. Note that if you have uploaded a photo to your user profile, your photo will be shown instead of the Settings icon.

  2. Select the Chat Responses option. A list of the previously defined responses will appear.

  3. To define a new chat response, click the add option.

  4. Type the desired text in the editable field and click the OK to confirm.


A new canned response


Edit an Existing Chat Response

  1. Navigate to Settings > Chat Responses

  2. Select the item to edit. The text of the response will appear in an editable field.

  3. Select the for all agents checkbox if you wish to make this chat response available globally.

  4. Select the checkbox for the desired team(s) if you wish to make this chat response available to selected team(s).

  5. Make the desired changes and click OK to confirm. Note that you can also delete a response while in the Edit window.


Edit a chat response


Include Rich Formatting in a Canned Response

You can use standard HTML tags in canned chat responses to make text appear in bold, italics, as a web link, and so on. Canned responses that include HTML tags will be formatted as such for the customer to see in the active chat.


Usage

Place the opening HTML tag before the text you want to affect, and place the closing tag after the text. The following are some examples of how you can use HTML tags in your canned responses.

Format HTML Example
Italic <i> <i>Make this text italic for emphasis.
Bold <b> <b>Let's make it bold.
Italic and Bold <i><b> <i><b>Make this look italic and bold!
Link <a href="URL"> <a href="http://help.brightpattern.com">
Link that opens in new tab/window <a href="URL" target="blank"> <a href="http://help.brightpattern.com" target="blank">


How to Apply Rich Formatting in a New Response

  1. Follow the instructions to create a new response.

  2. After you click add to add a new response, type into the text entry field, being sure to format the text with the desired HTML tags (see section Usage above).

  3. Click OK to confirm and save.

  4. Your richly formatted response will appear in the list of all responses.

    Example of canned responses with rich formatting


  5. When you use the canned responses in your chat, the customer will see the formatting.

    Example of the customer's view during an active chat



Arrange Your Canned Responses in Folders

  1. Click add folder.

  2. Enter a folder name.

  3. Click OK. The new folder will appear in the list.

  4. To open the folder, click its name.

Note that depending on your permissions, you may be able to make the chat responses that you create available to all agents in your contact center. If you have such permissions, you will see the for all agents checkbox in the Edit window.

The following variables can be used in canned chat responses:


Append Canned Chat Responses

Once one or more canned chat responses (i.e., greetings) have been created and saved, agents or users working in the Agent Desktop application have the option of editing a canned response from within the chat window before it is sent. This capability allows agents to change a standard response to suit the customer's message or question, before the response is delivered to the customer.

For example, if your saved canned chat response is, Hello, how may I help you?, and your customer's message explicitly states what the customer needs (e.g., How do I change my login ID?), you should append your canned chat response to something more appropriate, such as, Thank you for your question. I can help you with that. Appending canned responses makes it easy to create a more relevant, personalized chat experience for your customers.

Step 1: Begin a chat

Canned chat responses are edited from within the Text Input Field in the Agent Desktop application. When your chat interaction is in session, you can type in the chat box or insert a canned chat response (i.e., a greeting or message).

Step 2: Select a canned chat response

  1. To select a canned chat response, click the Select predefined message icon Pre-Defined-Message-Icon-50.png.

  2. Select the desired greeting.

  3. The selected greeting will appear in the Text Input Field. Note that you can modify this message before sending it--this is called editing and appending a canned chat response.

  4. Click Send message or hit Enter.

If you have not already created any greetings, no greetings/canned chat responses will be displayed. You must create them before they can be edited in the chat window.


Selecting a predefined message in the chat window


Step 3: Edit the canned chat response and append it to the chat

  1. When you select the desired greeting, the greeting text will appear in the chat box.

  2. You can edit your canned chat response from within the Active Communications List window.

  3. Hit Enter to send the message to the customer.

The appended message is delivered to the customer.






How to Wrap Up After Call Work

Depending on the type of service you provide and your contact center practices, after a service interaction (call or chat) has terminated, the system may automatically change your state to After Call Work (ACW). You can use the time in this state to finish any work associated with the service interaction that has just ended.

After finishing the after call work for the current customer interaction, you have the following options:


Complete button


You may be required to enter a disposition before finishing interaction processing. For more information, see How to Enter Dispositions and Notes.

Depending on the system settings, if you do not make yourself either Ready or Not Ready manually within the time allocated for after call work, the system may eventually switch you to the Ready or Not Ready state automatically.

Also, depending on your system settings, if there are other calls waiting in queue while you are in the After Call Work state, you may receive visual and audio notification of this fact.

Note: If you use a custom form in the Context Information Area for processing of data related to a specific call, the Complete button may appear on that form.