Messaging/Chat

Bright Pattern Documentation

Generated: 9/18/2021 8:07 pm
Content is available under license unless otherwise noted.

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Auxiliary Skills

In Bright Pattern Contact Center, distribution of service interactions to agents is based on matching the skills requested by the incoming interaction with the skills possessed by agents. Skills are typically associated with services that the customers are trying to get. Thus, when you configure a service, a default skill representing this service is automatically created by the system. When you assign a team to this service, the default service skill is automatically assigned to all agents of this team.

However, in many cases, a single skill may not sufficiently describe customer’s expectation for the requested service. For example, a general support service may have agents specializing in particular products. In this case, in addition to the default service skill for Support, you may need to define skills for Product Type and assign them to the agents who can provide them for the given type of product. Such additional skills that are defined and assigned manually are referred to as auxiliary skills.

Auxiliary skills also can be used for group-based routing. Consider personal routing, where the system attempts to distribute an interaction to the agent who has handled the previous interaction of the same customer. If this agent is not available, the interaction can be then routed to a group of agents who share a particular property with that specific agent (e.g., work in the same office). Such common properties can also be described as auxiliary skills. For more information, see the description of the Find Agent block in the Scenario Builder Reference Guide.

Note that, starting from version 5.1, the language skills are defined separately via section Language Skills. In previous versions of Bright Pattern Contact Center, languages could be configured in Auxiliary Skills. If you configured languages previously, they will be displayed in Auxiliary Skills as "Language - Old."

Note: Auxiliary skills are supported for voice and chat media channels only.


Call Center Configuration > Auxiliary Skills


How to Create Auxiliary Skills

To create auxiliary skills, select Auxiliary Skills from the Call Center Configuration menu. In Bright Pattern Contact Center, related skills are organized in groups. To set up a new group of related skills, click add skill group and enter the group name (e.g., Accounting). To define a skill within this new group, click add skill and enter the skill name (e.g., AP). Repeat the last step for every accounting skill used in your contact center. Note that skill names must be unique within the entire contact center configuration and not just within the group. Note also that auxiliary skill names may not coincide with names of any services since the latter are used for default service skills.


To edit or delete previously defined skills and skill groups, hover the cursor over their names and click either edit Language-Edit-51.png or delete Language-Delete-51.png. Please note: When you delete a group, all skills within this group will be deleted as well. Unlike the default service skills, auxiliary skills must be assigned to agents explicitly. See section Skills Levels for more information.



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Chat Bot Select Account

Chat Bot Select Account scenario block

The Chat Bot Select Account block is what turns a regular chat scenario into a bot-enabled chat scenario.

This scenario block serves the following important functions:


Settings

Chat Bot Select Account scenario block settings

Title text

The name of the scenario block (any).

Account

The bot/chat suggestions engine integration account to be used for this scenario. The drop-down selector shows all such accounts configured for your contact center. If you do not see any listed, you need to add an integration account.


Usage with Set Variable

Even if you select a particular suggestions engine to be used in your scenario, that selection can be overridden if a different suggestions engine is selected at the service level for the chat's entry point in the Contact Center Administrator application. See the Contact Center Administrator Guide, section Messaging/Chat Scenario Entries, property "Bot / Chat suggestions engine."

The suggestions engine selected in messaging/chat scenario entry properties will be used when a chat enters into the given scenario's Connect Chat block unless the Chat Bot Select Account block is used with a Set Variable block, in which variable name UseChatBotSelectAccount is set to a value of 1.

To ensure that the engine selected in your scenario is used, do the following:

  1. In your scenario, add a Set Variable block above the Chat Bot Select Account block.

  2. In Set Variable properties, specify:

    1. Variable name - UseChatBotSelectAccount

    2. Value - 1


Example scenario with Set Variable and Chat Bot Select Account





Co-browsing Integration

Co-browsing integration provides co-browsing capabilities during chat sessions to users in the Agent Desktop application (i.e., the ability for an agent and a customer to navigate the same web resource at the same time) via the Surfly co-browsing solution. In order to configure this integration option, this feature must be enabled for your contact center by your service provider first. Additionally, a Surfly account must be configured for your website. For more information, see the Surfly Integration Guide.


Co-browsing integration properties


Properties

The properties of the Co-browsing integration account are described as follows.

Name

The name of the integration account (any name).

Provider

The provider of the co-browsing service; the only current option is Surfly.

Widget key

The key (i.e., string) to the provider’s co-browsing widget; in Surfly, the Widget Key is located in section Settings > Integration.

Test widget key

This button allows you to test the configured Surfly widget key; if the key works, a validation message will pop.



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How to Transfer Your Chat Session

For any number of reasons, you may wish to transfer a chat interaction to another agent or supervisor, or you may wish to conference the chat (i.e., invite another agent or supervisor to join the chat) for a group conversation.

Transferring and Conferencing with Another Agent

You can connect another agent to your chat session for a consultation and/or completely transfer the session to that agent for handling. Before connecting another agent, consider contacting this agent via internal chat or internal call to check the agent's availability to participate in your conference and/or accept the transferred session.

To set up a chat conference, follow these steps:

  1. In the chat session pane, click the add icon Add icon.

  2. In the Invite window that appears, select the agent you wish to connect to your chat.

  3. Click Invite. The agent will be added to the chat and will be able communicate with both you and the customer.


Invite other agents to join a chat


To transfer the chat session completely to another agent, follow these steps:

  1. Set up a chat conference as explained in the previous set of steps.

  2. Upon confirmation that the new agent is connected to the chat, click the End Chat button in the Contact Info Panel to leave the chat session.

  3. The other agent will continue the chat conversation with the customer.

Transferring a Chat Using the Directory

You can transfer your chat session using the chat directory in a similar way:

  1. In the chat session pane, click the add icon Add icon.

  2. In the window that appears, select the desired chat directory and click Invite.

    Invite an agent from another chat directory to join a chat


  3. At this point, you will still be connected to the chat session and you will see when the other user or agent has connected to the chat. Depending on the chat configuration, you may see an automated message sent from a user or agent in that chat directory to the customer.

    The agent from the other chat directory joins the chat session


  4. Click the End Chat button in the Contact Info Panel to leave the chat session. The session will remain in the chat directory to be connected to another agent.





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How to Access the Chat Widget Configuration Application

Chat widgets are configured for each Messaging scenario entry in the Contact Center Administrator application at Configuration > Scenario Entries > Messaging/Chat in the Properties tab, and they are customized in the Chat widget tab. Note that the requested skills and chat scenario for the chat are specified in the entry.


Contact Center Administrator > Scenario Entries > Messaging/Chat > Chat Widget


Chat Widget Tab

On the Chat Widget tab, there are five options to take when customizing a chat widget for your scenario entry:


Scenario Entries > Messaging > Chat Widget tab


Beneath each option, there is a link to edit the widget or add an item to the widget. Clicking either link will open the Chat Widget Configuration application in a new browser tab or window, depending on your settings.

Note that you can have only one element open in the Chat Widget Configuration application at a time.


The next sections of this guide describe the properties of each part of the Chat Widget Configuration application.





Email Settings

This menu contains various settings related to email communications. Note that in addition to customer interactions, email in Bright Pattern Contact Center is used for various auxiliary tasks, such as sending transcripts of chat sessions, password reset instructions, scheduled reports, and voicemail audio files.

To configure email settings, select Email Settings from the Call Center Configuration menu.

Note the following:


Email Header and Footer

This section relates to customer email interactions and lets you define mandatory standard messages that will be inserted above (the header) and/or below (the footer) the main text of each email that is sent to a customer. Some examples of such messages are references to case numbers, legal disclaimers, and a company’s contact information. Headers and footers are not applied to acknowledgements (initial automatic replies sent to acknowledge receipt of incoming mail).

Note: The headers and footers configured here will be applied to all emails sent from your contact center regardless of the service. For service-specific email templates, default Knowledge Base articles should be used.

To configure these elements, select option Email Header and Footer from the Email Settings menu.


Email Settings > Email Header and Footer


Header and Footer Screen Properties

The Email Header and Footer screen properties are described as follows.

Language

The Language setting is where you select the language of the header and footer message. Note that you can define the header and footer in multiple languages. The system will automatically insert the version corresponding to the language of the main text of the email.

Please note: The languages listed here differ from those found in Language Skills; only auto-detectable languages are available to select from this menu.

Header

Type the text of the message that should appear in the Header field, above the main text of all emails sent to customers.

Footer

Type the text of the message that should appear in the Footer field, below the main text of all emails sent to customers.

Insert $()

This setting specifies the menu of substitution fields that can be inserted in the header and footer messages. Except for $(cursor), these are the same substitution fields that are used in Knowledge Base articles.

Remove

Use the Remove button to remove the header and footer in the selected language.


SMTP Configuration

This section contains settings for connection to the SMTP server used for auxiliary email communications, including transcripts of chat sessions, password reset instructions, scheduled reports, and voicemail audio files. Note that this section is not used to configure SMTP for the outbound email interactions with customers. For the latter, email scenario entries are used.

To configure SMTP connection settings, select SMTP Configuration from the Email Settings menu.


Email Settings > SMTP Configuration


SMTP Configuration Screen Properties

The Email SMTP Configuration screen properties are described as follows.

System sender display name

Sender display name is the name that will appear in the From field of the emails with password reset instructions.

System sender email address

This is the email address that will appear in the From field of the emails with password reset instructions.

SMTP server hostname

SMTP server hostname specifies the SMTP server host name.

SMTP server port

SMTP server port specifies the SMTP server port.

Connection security

Connection security indicates whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

Server requires authentication

This setting indicates whether client authentication is required for the SMTP server.

Username

Username is the user name for SMTP client authentication. This user name must be specified if the Server requires authentication option is selected.

Password

Password is the password for SMTP client authentication. The password must be specified if the Server requires authentication option is selected.

Check settings

Use the Check settings button to verify the correctness of your SMTP settings.

Password Recovery Template

To configure a template for password reset instructions, select Password Recovery Template from the Email Settings menu.


Email Settings > Password Recovery Template


Password Recovery Template Screen Properties

The Password Recovery Template screen properties are described as follows.

Subject

This setting specifies the text that will appear in the Subject field of the emails with password reset instructions.

Message

This setting specifies the text that will appear in the body of the emails with password reset instructions.

You can use the following variables in this text:


Chat Transcript Template

To configure a system-wide template for chat transcripts, select Chat Transcript Template from the Email Settings menu. Note that it is possible to configure chat transcript templates per Scenario Entry.

In order for transcripts to be emailed, you will need the following:


Email Settings > Chat Transcript Template


Chat Transcript Template Screen Properties

The Chat Transcript Template screen properties are described as follows.

System sender display name

This is the name that will appear in the From field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.

System sender email address

The Sender email address will appear in the From field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.

Subject

This setting specifies the text that will appear in the Subject field of the emails with chat transcripts.

Message

This setting specifies the text that will appear in the body of the emails with chat transcripts.

You can use the following variables in this text:




Email Settings

This menu contains various settings related to email communications. Note that in addition to customer interactions, email in Bright Pattern Contact Center is used for various auxiliary tasks, such as sending transcripts of chat sessions, password reset instructions, scheduled reports, and voicemail audio files.

To configure email settings, select Email Settings from the Call Center Configuration menu.

Note the following:


Email Header and Footer

This section relates to customer email interactions and lets you define mandatory standard messages that will be inserted above (the header) and/or below (the footer) the main text of each email that is sent to a customer. Some examples of such messages are references to case numbers, legal disclaimers, and a company’s contact information. Headers and footers are not applied to acknowledgements (initial automatic replies sent to acknowledge receipt of incoming mail).

Note: The headers and footers configured here will be applied to all emails sent from your contact center regardless of the service. For service-specific email templates, default Knowledge Base articles should be used.

To configure these elements, select option Email Header and Footer from the Email Settings menu.


Email Settings > Email Header and Footer


Header and Footer Screen Properties

The Email Header and Footer screen properties are described as follows.

Language

The Language setting is where you select the language of the header and footer message. Note that you can define the header and footer in multiple languages. The system will automatically insert the version corresponding to the language of the main text of the email.

Please note: The languages listed here differ from those found in Language Skills; only auto-detectable languages are available to select from this menu.

Header

Type the text of the message that should appear in the Header field, above the main text of all emails sent to customers.

Footer

Type the text of the message that should appear in the Footer field, below the main text of all emails sent to customers.

Insert $()

This setting specifies the menu of substitution fields that can be inserted in the header and footer messages. Except for $(cursor), these are the same substitution fields that are used in Knowledge Base articles.

Remove

Use the Remove button to remove the header and footer in the selected language.


SMTP Configuration

This section contains settings for connection to the SMTP server used for auxiliary email communications, including transcripts of chat sessions, password reset instructions, scheduled reports, and voicemail audio files. Note that this section is not used to configure SMTP for the outbound email interactions with customers. For the latter, email scenario entries are used.

To configure SMTP connection settings, select SMTP Configuration from the Email Settings menu.


Email Settings > SMTP Configuration


SMTP Configuration Screen Properties

The Email SMTP Configuration screen properties are described as follows.

System sender display name

Sender display name is the name that will appear in the From field of the emails with password reset instructions.

System sender email address

This is the email address that will appear in the From field of the emails with password reset instructions.

SMTP server hostname

SMTP server hostname specifies the SMTP server host name.

SMTP server port

SMTP server port specifies the SMTP server port.

Connection security

Connection security indicates whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

Server requires authentication

This setting indicates whether client authentication is required for the SMTP server.

Username

Username is the user name for SMTP client authentication. This user name must be specified if the Server requires authentication option is selected.

Password

Password is the password for SMTP client authentication. The password must be specified if the Server requires authentication option is selected.

Check settings

Use the Check settings button to verify the correctness of your SMTP settings.

Password Recovery Template

To configure a template for password reset instructions, select Password Recovery Template from the Email Settings menu.


Email Settings > Password Recovery Template


Password Recovery Template Screen Properties

The Password Recovery Template screen properties are described as follows.

Subject

This setting specifies the text that will appear in the Subject field of the emails with password reset instructions.

Message

This setting specifies the text that will appear in the body of the emails with password reset instructions.

You can use the following variables in this text:


Chat Transcript Template

To configure a system-wide template for chat transcripts, select Chat Transcript Template from the Email Settings menu. Note that it is possible to configure chat transcript templates per Scenario Entry.

In order for transcripts to be emailed, you will need the following:


Email Settings > Chat Transcript Template


Chat Transcript Template Screen Properties

The Chat Transcript Template screen properties are described as follows.

System sender display name

This is the name that will appear in the From field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.

System sender email address

The Sender email address will appear in the From field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.

Subject

This setting specifies the text that will appear in the Subject field of the emails with chat transcripts.

Message

This setting specifies the text that will appear in the body of the emails with chat transcripts.

You can use the following variables in this text:




Chat Initiation via Contact Tabs

Any visitor to your site can start a web chat by clicking on the chat widget's Contact tab. When customizing your chat widget, you have the option of requesting that visitors fill out a Pre-Chat form or a Leave a Message form. The properties of the Contact tab and these forms are described in this section.


Contact Tab

The Contact tab is what visitors to your website click in order to initiate a web chat. In the Chat Widget Configuration application, you can define the location, style, and color of this tab as it will appear on your site.


Contact tab properties and preview


Properties

The following properties determine the color, placement, and text of the chat widget's Contact tab.

Enabled

If the Enabled checkbox is selected, the Contact Tab will be shown on the chat widget.

Location

Location is where the chat widget will be placed on your webpage:

Icon URL

The Icon URL is the web address of your company icon or logo. In the Icon URL field, enter the desired icon's URL to see it shown on the left side of the Contact tab.

Text when in hours - chat with us

This is the text shown when the chat widget is clicked during your company's hours of operation. Enter the desired text to be displayed on the widget when agents are available to chat (e.g., "Chat with us!" or "Click to chat.").

Text when after hours - leave us a message

This is the text shown when the chat widget is clicked outside of your company's hours of operation (e.g., "Leave us a message.").

Do not show after hours

When this checkbox is selected, the chat widget is not displayed outside of your contact center's hours of operation.

Do not show

Select this checkbox when the chat widget should be hidden from view when the estimated wait time exceeds a certain threshold (see Enter the estimated wait time threshold in seconds below).

Enter the estimated wait time threshold in seconds

Enter the maximum estimated wait time (EST) that is allowed to elapse before the chat widget is hidden from view.


An example of a contact tab as seen by a customer


Pre-Chat Form Configuration

Pre-chat forms are shown to customers when they first click the chat contact tab (i.e., the small tab that displays text such as, "Chat with us! We are online") to initiate a web chat. These forms collect data from the customer. By editing the pre-chat form properties, you can customize the fields that customers will fill in (e.g., phone number, email, reason for chat, etc.).


Pre-Chat Form Configuration properties and preview


Properties

The following properties determine the fields and text shown on the chat widget's Pre-Chat form.

Enabled

If the Enabled checkbox is selected, the Pre-Chat form will be shown on the chat widget.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Contact options

Chat tab and button enabled

When this checkbox is selected, the Pre-Chat form displays the Chat tab at the top of the form. Customers click the Chat tab to enter information (as specified in the fields below) before the chat interaction begins.

Chat tab and button text

Chat tab and button text is the text that will be shown on the Chat tab, if the Chat tab and button are enabled.

Phone call button enabled

When this checkbox is selected, the Pre-Chat form displays the Call tab at the top of the form and the Call button at the bottom of the form. When the customer enters information on the form and clicks the Call button, the agent accepts a chat and can call the customer's provided phone number using the Initiate call button.

Phone call button text

Phone call button text is the text that will be shown on the Call tab, if the Phone call button is enabled.

Cancel button enabled

When this checkbox is selected, the Pre-Chat form displays the Cancel button at the bottom of the form. Customers wishing to close a filled-out form may click the Cancel button.

Cancel button text

Cancel button text is the text shown on the button to cancel the chat or phone call.

Fields - common

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following form field types and labels are included:

For more information, see sections Working with Form Fields.

Fields - phone

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following phone field types and labels are included:

For more information, see sections Working with Form Fields.

Fields - chat

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following chat field types and labels are included:

For more information, see sections Working with Form Fields.

Leave a Message Form Configuration

The Leave a Message form is given to customers who try to initiate a web chat outside of business hours or when no agents are available. The form allows customers to provide a detailed message for your contact center when they are unable to chat with an agent.

You can specify the fields that should appear on both Chat and Phone tabs of this form; note that some fields are included by default.


Leave a Message Form Configuration properties and preview


Properties

The following properties determine the fields and text shown on the chat widget's Leave a Message form.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Email to send form to

This is the email address of the person that will receive the form/message.

OK button text

The OK button text is what will be shown on the button to send the form/message.

Cancel button text

Cancel button text is the text shown on the button to cancel the message.

Fields - chat

The following chat field types and labels are included:

For more information, see section Working with Form Fields.


An example of a Leave a Message form as seen by the customer




Set Variable

This block sets a value for a scenario variable.

Note it is possible to push variables directly to scenarios and workflows if the JavaScript API method postVariable is enabled.


Set Variable block


Settings

Variable name

This is the name of the variable. The Variable name can be set to be anything you like.

Value

The Value is the desired variable value. In the example image shown, the value is $(targetDisconnectedCause), which is being used as a conditional exit in the scenario.

Variables in the $(varname) format can be used as values. Values can be specified as either expressions or literal [scenario-builder-reference-guide/StringExpressions|strings]]. Literal strings are passed exactly as entered.

Expressions must begin with assignment sign = as the first character. For example, 2+2 will produce 2+2, whereas =2+2 will produce 4. The expression result produces one of the following data types: strings, integers, and floating point numbers.


Editing the Set Variable settings