Chat

Bright Pattern Documentation

Generated: 8/11/2022 1:50 am
Content is available under license unless otherwise noted.

How to Add a Contact Tab

After you have edited all the properties for a chat scenario entry, there is one last step you must take for your web chat to work: You must add a contact tab for the chat widget.

A contact tab is the small tab that a customer browsing your website sees and clicks to initiate a chat interaction. If you do not add a contact tab to your chat scenario entry, your webpage will not display the chat widget at all.


Example contact tab


Procedure

Step 1: Find the Chat widget tab

  1. In Contact Center Administrator, go to Configuration > Scenario Entries > Messaging/Chat.

    Configuration > Scenario Entries > Messaging/Chat


  2. Select the desired chat scenario entry.

  3. Click on the Chat widget tab.

Step 2: Add a new contact tab

  1. Beneath Chat Initiation via Contact Tabs, click add.

    Add a new contact tab


  2. The Chat Widget Configuration editor will open in a new browser tab or window.

Step 3: Edit contact tab properties

Edit the properties and fields as desired. You may revisit and edit your contact tab properties at any time.

Chat Widget Configuration editor in new browser tab/window



At the most basic level, only two properties must be completed right now:

Step 4: Save your changes

  1. Click Save to save your contact tab. Simply closing the browser window will not save your changes.

  2. Close the Chat Configuration Editor browser tab or window. You can only work on one such editor window open at a time.

Step 5: Add url

  1. Back in the scenario entry's Chat widget tab, go to Chat Initiation via Contact Tabs.

  2. Beneath the contact tab you just added, click add url.

    Make sure you add the URL of your webpage


  3. Enter the URL of the website where the chat widget will be placed, and click the green checkmark to apply your changes. If you do not know the URL, you can simply enter backslash (/) in this field.

    Apply changes or cancel


Step 6: Save

At this time, you may add or edit any of the other Chat widget tab sections. You can always come back to this for further changes.

At the bottom of the screen, click Apply to save your changes.




Chat Service Configuration

This article describes how to configure a general chat service within Bright Pattern’s Contact Center Administrator application.

Prerequisites

This article assumes that you have already completed initial configuration for your contact center.

Procedure

Step 1: Create and configure a chat service

  1. Log in to Contact Center Administrator, and go to Services and Campaigns.

  2. Click the Add service (+) button to create a new chat service.

  3. Select chat as the type of service.

    Choose from the available services


  4. In the Properties tab that appears, update the chat service properties, being sure to give the service a unique name (required). At this point, all other properties are optional. For the sake of this procedure, we are going to keep the properties simple, as shown.

    Chat service properties


  5. Click Apply to save your changes.

Step 2: Assign teams to the service

  1. In the Assignments tab, assign teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated teams.

    Assign users to teams


  2. Optionally assign administrators and reviewers to this service.

  3. Click Apply to save your changes.

Step 3: Create additional skills and assign them

  1. Additional skills are called auxiliary skills. In Call Center Configuration > Auxiliary skills, add any other required agent skills for this chat service.

    You have to add skills before you can assign them


  2. In Users & Teams > Skill Levels, assign auxiliary skills to agents as required skill levels. The higher the numeric value, the more skilled that user is.

    Skills are assigned as percentage values (e.g., "100" or "50")


  3. Click Apply to save your changes.

Step 4: Specify service level thresholds

  1. Go back to Services & Campaigns and select the chat service you just created.

  2. In the Service Level tab, set the percentage of chats associated with this service that are expected to be answered within a certain amount of time.

    Set service level thresholds

Step 5: Create the scenario for the service

  1. Go to Configuration > Scenarios > Chat to create the chat scenario for this service.

    Configuration > Scenarios > Chat


  2. Either select an existing chat scenario from the list, or click the Add from template Add-From-Template-Button.png button at the bottom of the screen to create a new chat scenario from the “Mobile Chat” template.

    Select the "Mobile Chat" template


  3. Creating a new chat scenario from a template will open the Scenario Builder application in a new browser tab or window. For the purpose of this simple setup, leave the scenario as-is and click Save.

    Name the scenario


  4. Give the scenario a unique name (e.g., "Sales Chat") and click Save again. Your new scenario will appear in the list of scenarios.

Step 6: Add a chat scenario entry to associate the scenario and service with chat

  1. Go to Scenario Entries > Messaging/Chat.

  2. Either select an existing chat scenario entry or click the Add chat scenario entry (+) button to create a new one.

  3. If this entry is brand new, the following properties are required right now:

    1. Name - Give this entry a unique name.

    2. Scenario - Select the chat scenario you previously created.

    3. Service - Select the chat service you previously created.

      Required properties


  4. Click Apply to save your changes.

Step 7: Configure SMS/MMS access numbers

  1. Still in Scenario Entries > Messaging/Chat properties, scroll down to SMS/MMS access numbers.

  2. Click add.

  3. Select an SMS/MMS access number for inbound SMS/MMS communications. If you do not see any phone numbers, contact your service provider to get SMS enabled.

    Phone number selection


  4. Click the green checkmark.

  5. Again click Apply to save your changes.

Step 8: Update omnichannel routing settings

  1. Go to Call Center Configuration > Omnichannel Routing.

  2. Specify the number of sessions that agents can handle simultaneously. The default settings are shown.

    Phone number selection


This completes chat service configuration.


Service Configuration Quickstarts

Be sure to read Bright Pattern's other service configuration quickstarts, which will help you to set up bot-assisted chat, voice, and email services for your contact center:





How to Configure Web Chat

This procedure explains how to configure a chat scenario, chat service, and chat scenario entry point to work together to display a chat widget on your website. By the end of this procedure, you should have a working chat widget on a webpage that connects customers to your contact center.


Step 1: Create or Select a Chat Scenario

  1. Go to Configuration > Scenarios > Chat.

    Configuration > Scenarios > Chat


  2. Either select an existing Chat Scenario from the list, or click the Add from template Add-From-Template-Button.png button at the bottom of the screen to create a new chat scenario from the “Mobile Chat” template.

    Select the "Mobile Chat" template


  3. Creating a new chat scenario from a template will open the Scenario Builder application in a new browser tab or window. For the purpose of this simple setup, leave the scenario as-is and click Save.

    Name the scenario


  4. Give the scenario a unique name (e.g., "Super Chat") and click Save. Your new scenario will appear in the list of scenarios.


Step 2: Create or Select a Chat Service

  1. Go to Configuration > Services & Campaigns and choose a chat service to use with your chat scenario.

  2. If there are no existing services of type “Chat,” you have to create one.

How to Add a New Chat Service

  1. Click the Add service button and select Chat.

    Select the service called "Chat"


  2. In the Properties tab, fill out the service properties as appropriate, and click Apply.

  3. At the most basic level, give the new chat service a name (e.g., "Pacific Chat"). For definitions of each property, see the Contact Center Administrator Guide, section Properties Tab.

    Services & Campaigns > Properties


  4. Next, you need to assign a team, an administrator, and a reviewer (optional) to the service. This is done in the Assignments tab.
    Assign a team and administrator to the service


Step 3: Create or Choose a Chat Scenario Entry

  1. Go to Configuration > Scenario Entries > Messaging/Chat and select a scenario entry point to use with your chat scenario. The entry point is what starts the scenario.

    Messaging/Chat scenario entries list


  2. If there are no existing chat scenario entries shown, you have to create one.

How to Add a New Chat Scenario Entry

  1. Click the Add chat scenario entry button.

  2. In the Properties tab, fill in the properties as appropriate (see below for required and optional properties). For definitions, see the Contact Center Administrator Guide, section Messaging/Chat.

Required Properties

In the Properties tab, make sure to address the following fields right now. These are critical to chat configuration.

Messaging/Chat scenario entry properties that you need to address for chat to work

Other Properties

The remaining properties are optional at this time. You can come back to them later.


Step 4: Edit Chat Widget Style

You can edit the appearance (i.e., color, font size, location, etc.) of the chat widget in the Chat Styling section. This step is important to complete; if you don't do this, your contact tab (see Step 5 of this procedure) will not appear in preview.

  1. Click on the Chat widget tab.

  2. Beneath Chat Styling, click edit.

    Chat Styling > edit


  3. The Chat Widget Configuration editor will open in a new browser tab or window. Edit the Chat Widget Styling properties and fields as desired. At the most basic level, you can leave everything as-is at this point and save your changes. You can come back to this later.

    Chat Widget Configuration editor in new browser tab/window


  4. At the bottom of the screen, click Save.

Step 5: Add a Contact Tab

In order for this chat scenario entry to work, you must add a contact tab for the chat widget. If you don’t do this, your webpage will not display the chat widget!

  1. Click on the Chat widget tab.

  2. Beneath Chat Initiation via Contact Tabs, click add.

    Add a new contact tab


  3. The Chat Widget Configuration editor will open in a new browser tab or window. Edit the properties and fields as desired.

    Chat Widget Configuration editor in new browser tab/window


  4. Optional: To preview how the contact tab will look on your webpage, enter your URL in the Preview URL field and click Apply. Your webpage will load on the screen with the contact tab on it, and you will be asked to confirm whether you see the content.

    Example preview URL shows the webpage but not the chat widget


    Some websites are protected from being embedded into third-party websites; if this is the case, you will see the message “Chat widget not found!” in red. To preview the contact tab without your webpage displayed, leave the Preview URL field empty.

    When left empty, Preview URL shows no webpage content
  5. Required: At the most basic level, these actions are required right now:

    * Name - The unique name (any) for this new contact tab

    * Save - Click to save changes

  6. Back in the Chat widget tab, go to Chat Initiation via Contact Tabs.

  7. Beneath the contact tab you just added, click add url.

    Make sure you add the URL of your webpage


  8. Enter the path relative to your root, being sure to exclude port, domain, protocol. For example, for https://mysite.com:8443/folder/folder/page.html, you could enter /folder or /folder/folder or /folder/folder/page.html. Click the green checkmark to apply your changes.

  9. Optional: At this time, you may add or edit any of the other Chat widget tab sections. You can always come back to this for further changes.

  10. At the bottom of the screen, click Apply to save your changes.


Step 6: Get the HTML

  1. Go back to Properties tab > Web HTML snippet.

  2. Click the HTML snippet button. The HTML snippet is the code for the chat widget you just configured.

    In the Properties tab, click "HTML snippet"


  3. The HTML Snippet for Web Page dialog will open.

    HTML Snippet for Web Page dialog


  4. In the field Specify client web server hostname, enter your contact center’s name (i.e., “company.brightpattern.com”). If you don’t know what it is, look at the URL of your Contact Center Administrator application in the web browser. The hostname is the name that appears before “/admin”.

    Example of client web server hostname in browser address field


  5. Click Copy to clipboard to copy the HTML. This is the code of the chat widget.

  6. Paste the HTML onto the appropriate place on your webpage and publish. The chat widget contact tab (and any other chat widget elements that you added in chat widget configuration) will appear on the page.

    Chat widget on an example webpage


On the webpage, clicking on the contact tab will expand the widget.

Chat widget expanded to show pre-chat form fields


If you do not see the chat widget on your page, revisit the previous steps of this procedure and try again.

For more information on chat widget configuration, see the Chat Widget Configuration Guide.

Chat Widget Auto-Start

You may configure the chat widget to initiate a chat session automatically upon a webpage loading. With this configuration, no customer action is required to launch the widget and, when the webpage is loaded, the chat automatically connects to an agent or the queue.

To do this, follow these steps:

  1. Open the HTML Snippet for Web Page.
  2. Paste the copied HTML into a text editing application (e.g., Notepad++) to edit it.
  3. In the "Service Pattern Chat Config" object, add the attribute autostartChat with the value true. Note that the default value is false.
  4. Copy all and paste the edited HTML onto your web page.
  5. Publish the webpage and refresh any active chats.


The following is an example of how this looks in the HTML Snippet for Web Page.

SERVICE_PATTERN_CHAT_CONFIG = {
        ...
        autostartChat: true,
        ...
    };



How to Use the Web HTML Snippet

A chat widget is an HTML-based application that's placed on your company's website to facilitate active chat interactions between customers and contact center agents and/or integrated bots.

Bright Pattern Contact Center provides an HTML snippet (as well as the full chat code for local hosting) for every chat widget configured for your contact center. The HTML snippet is the code that defines the chat widget's configuration.

In this article, you will learn how to grab the HTML snippet and use it on your company's website.

Procedure

Step 1: Locate your chat scenario entry

  1. In Contact Center Administrator, go to Configuration > Scenario Entries > Messaging/Chat.

    Configuration > Scenario Entries > Messaging/Chat


  2. Select the desired chat scenario entry to view its properties.


Step 2: Get Web HTML snippet

  1. In the Properties tab > Web HTML snippet, click the HTML snippet button. The HTML snippet is the code for the chat widget you have configured. If you have not already set up a chat widget, see How to Configure Web Chat.

    In the Properties tab, click "HTML snippet"


  2. The HTML Snippet for Web Page dialog will open.

    HTML Snippet for Web Page dialog


Step 3: Enter your contact center's hostname

  1. In the field Specify client web server hostname, enter your contact center’s name (i.e., “five.brightpattern.com”). If you don’t know what it is, look at the URL of your Contact Center Administrator application in the web browser. The hostname is the name that appears before “/admin”.

    Example of client web server hostname in browser address field


  2. Click Copy to clipboard to copy the HTML. This is the code of the chat widget.

Step 4: Paste the snippet into your HTML file

You may find it helpful to paste the HTML snippet into a plain text file first, before putting it into your webpage's HTML. You should paste the snippet underneath the closing <body> tags within your HTML.

Example Code

The following is an example of the HTML snippet placed into a basic Doctype HTML file. The snippet text is shown in blue.

<!DOCTYPE html>
<head>
    <meta charset="utf-8">
    <title>My Chat Widget</title>
  </head>

  <body>
  <p>This is my test page.</p>
  </body>

<link type="text/css" rel="stylesheet" href="https://company.brightpattern.com/clientweb/chat-client-v4/css/form.css">
<script type="text/javascript">
    SERVICE_PATTERN_CHAT_CONFIG = {
        appId: '123456789',
        apiUrl: 'https://company.brightpattern.com/clientweb/api/v1',
        tenantUrl: 'company.brightpattern.com',
        chatPath: 'https://company.brightpattern.com/clientweb/chat-client-v4/'

        /*        
         // Default customer data, it can be collected on current site's context
         first_name: ,
         last_name: ,
         email: ,
         phone_number: 
 		*/
    };
</script>
<script src="https://company.brightpattern.com/clientweb/chat-client-v4/js/init.js"></script> 

</head>
</html>


Step 5: Publish your page and test the chat widget

  1. Place your HTML snippet in the appropriate place on your webpage and save.

  2. Publish your page. In the examples shown, the HTML snippet was placed onto a webpage created on free website building application. The chat widget contact tab (and any other chat widget elements that added in chat widget configuration) appears on the page.

    Chat widget on an example webpage


  3. On the webpage, clicking on the contact tab will expand the widget.

    Chat widget expanded to show pre-chat form fields



For more information on chat widget configuration, see the Chat Widget Configuration Guide.




How to Remove the Call Option from Service Chat Sessions

During active chat sessions, agents and customers have the ability to initiate VoIP calls (i.e., audio only) by simply clicking the headset Chat-Widget-VoIP-Button-52.PNG button. The option to have audio-only calls via chat is enabled and disabled during chat widget configuration.

This article will show you how to remove the headset button from service chat sessions, so that neither agents nor customers have the option to have a voice call during a chat.

Procedure

  1. In the Contact Center Administrator application, section Configuration > Scenario Entries > Messaging/Chat, select the chat scenario entry you wish to edit, and click the Chat Widget tab.

    Scenario Entries > Messaging/Chat > Chat Widget tab


  2. Beneath Chat Styling, click edit to edit the chat widget's style properties.

    Chat Widget tab > Chat Styling > edit


  3. In the Chat Widget Configuration editor that opens, notice that the preview widget shows the headset button. This is the button that will be removed.

    Chat Styling properties and preview of chat widget


  4. In Chat Widget Styling properties, deselect the allow checkbox for VoIP call. Note that this action removes the both headset button and the visitor video button from the chat widget (because video chat uses VoIP for the audio portion of the video call).

    Chat Widget tab > Chat Styling > edit


  5. At the bottom of the page, click Save to save your changes.