Chats

Bright Pattern Documentation

Generated: 6/27/2022 11:41 am
Content is available under license unless otherwise noted.

Service Chat Tutorials

If chat is enabled for your contact center, you will be chatting with either other contact center users via the Chat Center, or with customers routed to you via service chats.

The Chat Center allows you to send and receive messages to individual users or to groups in your contact center. We call these types of chat interactions personal chats. The chat interactions that you have with customers are called service chats.

Articles

Accepting/Rejecting Chats

Audio/Video Chats

Canned Responses

Co-browsing

Creating Cases

Flagging Chats

Follow-ups

Forms

Multiple Chats

Sending Chat Messages

Terminate the Chat

Transfers



How to Accept a Chat Request

When logged in to the Agent Desktop application and in the Ready state, you are available to receive interactions such as chats at any time. Accepting a chat request is simple.

When a service chat interaction is delivered to your desktop, you will hear a tone and see an alert pop-up window titled Web Chat indicating a chat request. Your state will change from Ready to Busy. The alert pop-up window will display the name of the service requested by the customer as well as the customer’s name if it was provided in the chat request form. If the incoming chat has been waiting in a queue, the chat alert window will display the amount of time that the customer has waited in the queue, in minutes and seconds (e.g., "Q 2:57").


Web chat alert


To accept the chat request, follow these steps:

  1. Click the Accept button.
  2. The Active Communications List will display the chat icon Chat-Icon-50.png, which indicates that the chat session is now established and the timer for this session will start.
  3. The available customer information will be displayed in the Contact Info Panel.
  4. You can now begin a chat session with the customer.


Note: If you are already chatting with a customer and receive a new alert pop-up, you will have the option to either Open or Accept the new chat. If you select Open, the chat is accepted but the focus will shift to the new chat; if you select Accept, the chat will be accepted but the focus will stay on the original chat and not the new one.


A service chat session


If you do not accept a chat request within a predefined amount of time, you will be automatically switched to the Not Ready state. You will need to make yourself manually Ready when you are ready to receive another chat.

Note: Unaccepted chat requests will appear in your performance and activity reports.

After you accept a chat request, your chat window will show previous conversation the customer had with the system, e.g. bot conversation. The system (bot) messages will be marked by a gear avatar.


How to Reject a Chat Request

Typically, you will indicate your temporary unavailability to receive service chat interactions by changing your status to Not Ready while handling a previous interaction. However, if a chat request was delivered to your desktop before you had a chance to make yourself Not Ready, you have an option to reject this request.

To reject a chat request, click the Reject button in the chat alert pop-up window.


Web chat alert


If you have no other chat sessions in progress, then after rejecting a new chat request, you will be automatically switched to the Not Ready state. If you have other chat sessions in progress, then after rejecting a new chat request, you will remain in the Busy state, and you will be automatically switched to the Not Ready state after finishing those chats. In either case, you will need to make yourself manually Ready when you are ready to receive new chat requests.

Note: Rejected chat requests will appear in your performance and activity reports.



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 Have a Video Chat

During an active chat session, both you and your customers have the ability to initiate video chat, allowing you to easily switch between chat and video.

Note: Video chat must always start as an audio chat, with the option to upgrade to video. Additionally, in order to have video calls via chat, both this and the VoIP call settings must be enabled by your contact center administrator.

To initiate a video chat with your customer, follow these steps:

  1. First, you must first initiate an audio chat. To initiate an audio chat, click the headset icon Chat-Widget-VoIP-Button-52.PNG.
  2. Next, click the video on Chat-Widget-Video-ON-Button-52.PNG button. When your video is being sent, a small video of you is shown in the bottom right corner of the video area. If there is no video from the visitor, and you are still sending video, the main video screen will be black.
  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. Note: The background color of the button your customers see will vary depending on how your chat widget is configured.
  4. To end both video and audio chats, click on the telephone icon Chat-Widget-End-Call-Button-52.PNG.


When you have a video chat with a customer, your camera view is in the bottom right-hand corner of the screen area


Switching from Video to Audio-Only Chat

Because both video and VoIP settings must be enabled for video chat to work, either you or your customer may turn off your camera but continue having an audio-only chat.

To switch from video to audio, turn off your camera by clicking the video off Chat-Widget-Video-OFF-Button-52.PNG button. If your customer wants to turn off their camera, they may click their video off Chat-Widget-CUSTOMER-Video-OFF-Button-52.PNG button. If there is no video from the visitor, and you are still sending video, the main video screen will be black.





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. It may require Supervisor privileges.

  4. Select the checkbox for the desired team(s) if you wish to make this chat response available to selected team(s). This is only available for those with Supervisor privileges.

  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 Co-browse with Surfly Integration

If the Surfly co-browsing solution is integrated with your contact center, when operating your contact center’s chat services, you might see the co-browsing Initiate-Remote-Session-Button.PNG button. Co-browsing allows you and your customers to navigate the same web resource at the same time; it is an ideal solution for helping customers negotiate confusing web pages, fill out complex forms, and so forth.

Co-browsing is configured for your contact center by your system administrator, so if you do not see the option, it may not be available for the service or your contact center.

The following tutorial describes how co-browsing works, including:

Procedure

  1. During an active chat session, if you think co-browsing with the customer will be helpful, you must first offer them the option. If they are interested, click the co-browsing Initiate-Remote-Session-Button.PNG button in your chat controls to initiate a session.

    Initiate co-browsing


  2. The customer will see the following dialog window; they must click Accept in order for the co-browsing session to begin. Once they accept, they will see that they are in control of the session.

    Customers must accept co-browsing


  3. Once the session is started, you will notice any co-browsing controls at the bottom of the co-browsing tab; customer controls are located at the top of their screen. You can explain to the customer that you can see their screen but you do not have control.

    You will see the customer's screen in the Co-browsing tab


  4. If you want to request control of the session, click the hand icon. The customer will need to Grant you access.

    Customers must grant access


  5. When you are finished, either you or the customer may end the co-browsing session by clicking the X icon in the co-browsing tab. The session will end but you can continue chatting.

    Continue chatting after co-browsing has ended



How to Co-browse

During a web chat, co-browsing functionality allows you to view the customer’s screen and follow the customer’s scrolling movements. Co-browsing is initiated during the chat by the customer--not the agent--and screen sharing ends when either the customer clicks Co-browsing Co-browse-Icon-54.png button or when the chat is terminated.

Co-browsing is configured for your contact center by your system administrator.


How Co-browsing Works

During active chats, the chat window will display the Co-browsing Co-browse-Icon-54.png button to customers. When the customer clicks the Co-browsing button, a request is sent to you, the agent, in the chat message.


Co-browsing during live chat


When you click/accept the co-browsing request, the customer’s screen appears on your screen. You can follow the customer’s scrolling movements and view the customer’s screen only. A hand icon, along with the label “Viewer”, is displayed on the customer’s screen to indicate that an agent is currently viewing the screen in Co-browsing mode. Similarly, you will see a circle icon that indicates you are viewing the customer’s screen.


The hand icon indicates an agent is viewing the customer's screen


Co-browsing is turned off when the customer clicks the Co-browsing Co-browse-Icon-54.png button again on the active chat window.



How to Create a Case from a Chat Session

Included in service chats is the option to create cases from active chat sessions. Creating cases from active chats creates records of service chats with the ability to follow up with customers via email at a later time. As well as adding notes to the cases, once saved, you ability to search for these cases in your Contacts section. For more information on this topic, see Cases.


To create a case from an active chat session, click the create case Cases-Create-Case-Button-50.PNG button. Clicking on this button will open a new case in context information area. When you create a new case, it will be assigned a number automatically; you may also name the case and enter notes in the notes field. When you are finished, click the save Save-Button-50.PNG button.


Cases may be created during active chat sessions


To search for a case in your Contacts, type the number or name of the case in the search bar. If you have not sent an email from the case, it will be listed as Active; cases where a follow-up email was sent will be listed as Closed.


Search for cases in Contacts


When selected, the case with the chat transcript will appear in the right panel. To send an email, click the Open Open-Case-50.PNG button at the bottom of the panel. From here, you will have the option to send the customer a follow-up email. The sent email will be included in the case record.


Opening a case allows you to email the customer



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



How to Schedule a Follow-Up Activity from a Chat Session

Included in service chats is the option to schedule follow-up activities from active chat sessions; doing so sets reminders for you to check in with customers or complete activities at a later time.


To schedule a follow-up activity from an active chat session, click the Schedule a follow-up activity Schedule-an-Event-from-Chat-50.PNG button. Clicking on this button will bring up your calendar in the context information area.


A panel on the right will display event properties to edit, similar to those outlined in How to Schedule an Event. If your customer's contact information is saved in the Contacts section, their information will prepopulate the panel.


Follow-up activities may be scheduled from active chat sessions



How to Send a Secure Form

Agent Desktop enables you to provide secure in-chat data forms to customers for interaction handling during chats. With this capability, you can prompt customers to complete chat forms with their personal data (e.g., social security numbers, credit card data, addresses, etc.), and you can receive them securely without their sensitive data being saved in chat transcripts.

For example, you might request that the customer fill out a Credit Card form, provide driver's license information on a Secure Note form, or enter social security numbers on an SSN Form.

With an emphasis on security, data is encrypted in transit from the customer to you. Just as importantly, that data is not saved in chat transcripts. Customers can rest easy knowing their information is 1) safe, and 2) correct, as any data errors are introduced by the customer rather than the agent. Credit card numbers entered on the credit card form, for example, are validated and their card type is detected automatically. If the card number is entered incorrectly or if the card type cannot be detected, the “Unknown” message indicates an input mistake to the customer, which saves agent the time needed to convey the error back to customer.

During active chats, chat forms do not block the chat interaction, as both the customer and agent can continue chatting without interruption. Customers see the form at the bottom of the active chat stream until it is filled or canceled by the customer.


Requesting a Form

You can send a secure in-chat form by requesting it. In the text input field of your Agent Desktop chat window, simply type the command /form.


Typing "/form" in the text input field will request a chat form


Any chat forms that are available for the service will be displayed, and you can select which one you wish to use. Once you select the form to use, the message "Secure data has been requested" will be shown in the chat.


Select the form you wish to use


In addition to typing the form command, you may request a form using canned responses or by searching Knowledge Base.




Handling Multiple Chat Sessions

Depending on your personal qualifications and your contact center practices, you may be expected to handle multiple chat sessions simultaneously.

When you have a few active chat sessions, only one of them will be in focus at any given moment. The in-focus session is the one that is currently displayed in the Contact Info Panel. It is also highlighted in the Active Communications List. All chat-related controls take effect for the in-focus session only. If you receive a chat message from a customer whose session is currently out of focus, the chat icon Agent-guide-image87.PNG of this session in the Active Communications List will start blinking. You can place this session in focus by selecting it in the list. You can switch between your various sessions in this manner at any time.


Multiple chat sessions


Arrival of a new chat request will always be indicated by the chat alert pop-up window regardless of how may chat sessions you may already have in progress at your Agent Desktop. See section How to Accept a Chat Request for more information. When you accept such a request, this new chat session will be automatically placed in focus to enable you to provide an immediate response to the new customer.

Note that you will remain in the Busy state for as long as you have at least one active chat session on your desktop.



How to Remove Sensitive Data from Chats

Depending on the type of services that your contact center provides, incoming chat interactions may contain sensitive data or attachments that people not familiar with Internet security risks can include in their messages. Examples of such data include payment card numbers, access codes, and clients’ personal health information.

Handling of such data may be governed by various laws, industry security standards, as well as internal policies of your organization. You may be expected to identify such data and make sure it is masked before the interaction is further processed and stored.

Note: All operations described as follows require the Mask interaction content privilege; for more information, contact your system administrator.


Remove Sensitive Attachments in the Chat Body

An attachment containing sensitive data


When you need to mask sensitive attachment (e.g., images) in a chat interaction, do the following:

  1. Highlight (i.e., click and drag) the attachment in the chat; a box with the option to Mask will appear.

    Highlight the attachment and then click Mask


  2. When you select the Mask option, the attachment is replaced with the file name of the attachment. Note that you may unmask and remask attachment that are sent during the active interaction.

  3. After the interaction is concluded, only the attachment's file name will be included in the chat transcript.

    The attachment is now masked


Remove Sensitive Text in the Chat Body

Highlight the sensitive text and then click Mask


When you need to mask sensitive text in a chat interaction, do the following:

  1. Highlight (i.e., click and drag) the text in the chat; a box with the option to Mask or Search will appear.

    Masked text characters are replaced with asterisks


  2. When you select the Mask option, the text characters will be converted to asterisks (i.e., *). Note that you may unmask and remask text strings that are sent during the active interaction.


After the interaction is concluded, only the masked text will be included in the chat transcript.


Unmasking

It is possible to unmask text and attachments that are masked during an active interaction. Unmasking is useful if you need to verify the sensitive data that was sent. Note: Once an interaction is concluded, the results of all masking actions are permanent and cannot be undone.

To unmask masked content, click on the masked attachment or text. A box with the option Unmask will appear; when the option is selected, the attachment and text will be displayed as they were originally received.


You may unmask data, if necessary


Remove Attachments in Activity History

Mask attachments in activity history


If you forget to remove an attachment with sensitive data during the chat, it is possible to delete the attachment in the contact's activity history.

  1. In the Agent Desktop application, go to section Search & Preview Records > Contacts tab. Locate the desired contact record and open it.

  2. Under the Activities tab, find the interaction. In the case view panel, locate the attachment.

  3. Highlight (i.e., click and drag) the text of an attachment; a box with the option to Mask will appear. When you select the Mask option, the attachment text will be struckthrough.




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 Start Remote Assistance During a Chat/SMS/Messaging Session

You can provide immediate hands-on help during an active chat, SMS, or messaging session with the click of a button. The following procedure describes what you and the customer will do to start a remote assistance session via LogMeIn Rescue on either a desktop or mobile device.

Procedure

  1. Ask the customer if they are on a desktop computer or a mobile device, so you know which link to provide them with in later steps.

  2. Make sure you are logged in to the LogMeIn Rescue Technician Console.

  3. In the chat window, click the Start remote assistance Initiate-Remote-Session-Button.PNG button.

  4. The Remote Assist Session dialog will be popped to Agent Desktop.

    Example of Remote Assist Session dialog on screen


  5. The Remote Assist Session dialog displays the following:

    1. The Numeric PIN code (e.g., "123456") - The PIN is needed for starting the remote assistance session.

    2. Desktop Link ​(e.g., "https://oty.com/?code=123456") that includes the PIN. This link is for customers who are on a desktop device (Mac/Win). Clicking paste into chat will place this link in the chat window's text input field for sending to the customer. Note that you must click the Send button to send the link to the customer.

    3. Mobile Link (e.g., "​https://RescueMobile.com/123456") that includes the PIN. This link is for customers who are on a mobile device (iOS/Android). Clicking paste into chat will place this link in the chat window's text input field for sending to the customer. Note that you must click the Send button to send the link to the customer.

    4. Create Another Pin - Clicking this button will generate new links and a new PIN number.

    5. URL for manual PIN input: oty.com - This URL can be used for entering the PIN code, instead of the above links.

    6. Close - Clicking this button will close the Remote Assist Session dialog, removing it from your Agent Desktop screen.

      Remote Assist Session dialog


  6. Make sure that the links are pasted into the chat and are sent to the customer.

  7. Instruct the customer to select the appropriate link for their device, and tell them that clicking the link will begin downloading a LogMeIn application on their device. If needed, the customer can use the oty.com URL to enter the PIN code manually.


What Happens Next

If the Customer Clicks the Desktop Link

  1. The page will open for the customer and will begin downloading the Support-LogMeInRescue application (Mac/Win). The customer will then open the app and give the required permission.

  2. At the same time, you, the agent who is logged in to the LogMeIn Rescue Technician Console, will receive a sound notification in the console, and you will see that there is a new remote desktop session with status "Waiting."

  3. Select the session in the application and click Start Session.

  4. Then select either Remote control session to control and make changes to the customer's desktop, or viewing session to observe the customer's desktop only.

  5. The remote assistance session is established.

  6. During the remote assistance session, you and the customer can continue chatting.

If the Customer Clicks the Mobile Link

  1. The LogMeIn Rescue + Mobile app will be shown in the App Store or Google Play. The customer should download and launch the app. Then, the customer will enter the PIN manually or click the displayed link again, which will be auto-filled with the PIN.

  2. At the same time, you, the agent who is logged in to the LogMeIn Rescue Technician Console, will receive a sound notification in the console, and you will see that there is a new remote desktop session with status "Waiting."

  3. Select the session in the application and click Start Session.

  4. The remote assistance session is established, and you can then observe the customer's mobile device screen only. For mobile devices, you cannot control or make changes.

  5. During the remote assistance session, you and the customer can continue chatting.





How to Transfer a Remote Assistance Session to a Different Agent During a Chat Session

During an active chat and active remote assistance session, you can invite another agent to join the customer’s chat, leave the chat, and have the other agent handle the remote assistance session.

Procedure

  1. After the remote assistance session has been established, click the Invite Invite-Icon.png button in the chat window to either transfer the chat and conference with another agent or transfer the chat using the directory.

  2. Select the name of the agent who you wish to invite to the chat.

  3. Wait for the agent to accept the invitation.

  4. Once the other agent accepts the chat, the chat session between you, the other agent, and the customer will start, and the remote assistance session between you and the customer continues.

  5. To transfer the remote assistance session from yourself to the other agent, leave the chat. The remote assistance session will begin for the other agent and the customer.

What Happens for the Other Agent?

The other agent who is logged in to the LogMeIn Rescue Technician Console will receive a sound notification in the console. That agent will be able to select the remote assistance session, which has status "Waiting," in the application, and click Start Session.

The agent then has the option to select either Remote control session to control and make changes on the customer desktop, or Viewing session to observe the customer's desktop only.



How to Send SMS/Text Messages

Depending on the service configuration and your personal permissions, you may be able to send text messages via the Short Message Service (SMS) to customers who use mobile phones. This capability can be useful when you need to give your customers information that is better communicated as text (e.g., a confirmation number, mailing address, or web link).

Text messages can be sent at any time: when you are on the phone with the mobile customer, while performing the related after-call work, and after you have finished processing of the call. If the customer replies to your text, the system will deliver this message to you, associate with your original message, and present it to you in the form of a chat session.

Texting While in Busy or After Call Work State

To send an SMS message to a customer while handling the customer's service call (i.e., while you are in the Busy or After Call Work state), follow these steps:

  1. Make sure the service associated with this call supports SMS communications; if this is the case, the Send SMS icon Send-SMS-Icon.png will be displayed next to the customer’s number in the Contact Info Panel.

  2. If necessary, confirm with the customer that the customer's phone can receive SMS messages.

  3. Click the Send SMS icon.

  4. Type the desired message in the Text Input Field.

  5. You can use the Pre-defined text message icon Agent-guide-image80.PNG to enter a message from your predefined text message set. For more information about predefined messages, see section How to Create and Edit Chat Responses. Note that there is a limit for the number of characters in one SMS message. The limit (160 characters) and the current number of characters already entered are displayed below the text input field.

  6. When the message is ready, press Enter or click Send SMS icon below Send-SMS-Icon.png. The message will be sent to the customer and will appear with a timestamp in the transcript area above the Text Input Field. When the system confirms message transmission with the carrier, the status of the message will be displayed as Delivered.


SMS text input field


If the customer replies to your message, the customer's message will appear in the transcript area highlighted in a different color.

You can continue exchanging SMS messages in this manner for as long as necessary. All such messages will be presented to you via transcript as part of the same conversation. Note that such exchange can extend beyond the call and even beyond your current login session.

When you know that the message exchange is over, click the End Chat button. If the customer continues to send SMS messages to you after you end the session, those messages will be ignored.

Texting While in Ready or Not Ready State

To send an SMS message to a customer while in Ready or Not Ready state follow these steps:

  1. Select the service associated with this SMS message. See section How to Make an Outbound Call for more information about selecting services.

  2. If the selected service is configured to support SMS messages, the Send SMS button Send-SMS-Icon.png will be displayed next to the Number Input Field, adjacent to the Call button.

  3. In the Number Input Field, enter the customer’s phone number. Make sure this is a mobile number.

  4. Click the Send SMS button. The Contact Info Panel will display an active chat session with the entered number and the Text Input Field at the bottom.

  5. Follow steps 3 to 6 of the process of sending an SMS message to a customer while handling his service call (see section "Texting While in Busy or After Call Work State").


Note: Depending on you contact center configuration, your customers may also be able to initiate a contact with you via SMS. For you, as an agent, such SMS messages will be presented in the same way as if they were regular incoming service chat requests. For more information, see section Handling Service Chats.


Notifications

Direct-Inward Dialing SMS Notification

No matter if you are in the communication widget, Agent Desktop, or the mobile application, when you receive an incoming DID SMS message while interacting with customers an unread counter (a circular badge with a number inside) will appear and will update in the ACL to notify you that you have an incoming message. Likewise, you can receive an incoming DID SMS message while logged out, and that message will also be counted as unread.

The number within the badge is the amount of unread messages you currently have to review in "Recent". In both of the above cases your notifications will remain persistent and will display the unread message count in “Recent” no matter which state you were in when the message was received. After you visit "Recent" to review your unread messages, the unread message count will reset.


The number of unread messages show as circular badges in the communication widget.


Chat Messages

Chat messages may be initiated by either the customer or the agent. If the customer entered chat text at the time of the chat request, the customer's chat text (i.e., message) will be displayed in the Control Info Panel above the Text Input Field of the Agent Desktop application.


Chat Session Timer

Your chat session is displayed in the Active Communications List. Beside the customer's name, a timer shows the time elapsed since the beginning of the chat session.


Chat timer indicating a delayed response


Sending and Receiving Chat Messages

To send a chat message to the customer, simply follow these steps:

  1. Type the desired text in the Text Input Field.
  2. Click the Send message icon Send-Message-Icon-50.png.

All chat messages entered by yourself and by the customer will appear in chronological order in the Chat Dialog Window above the Chat Input Window. Note that depending on your contact center configuration, you may hear a tone each time you get a new message from the customer.

If the customer has initiated the chat from a website, you will also be able to see the name of the page that the customer had open when the chat was requested. This information will be updated when the customer navigates to other pages of the website.


Using Canned Chat Responses

For standard situations, such as greetings or ending the conversation, instead of typing the message from scratch, you may be able to select it from a list of canned (predefined) chat responses. You can create such responses yourself. For more information, see How to Create and Edit Chat Responses. Canned responses may also be prepared and made available to you by your system administrator. Variables, which may appear in some canned messages as letters preceded by the “%” sign, have the following meanings:

To select a canned chat response, click the Select pre-defined message icon Pre-Defined-Message-Icon-50.png and select the desired message. The selected message will appear in the Text Input Field. Note that you can modify this message before sending it. Click Send message.

If your contact center uses a knowledge base for customer service, you may be able to use information from that knowledge base in your chat messages.


Sending Web Links

In web chats, you may copy and paste URLs into the text input field and have them appear as clickable underlined links. Note that the full URL must be copied and pasted into the chat in order for it to appear as a link; the URL must begin with either http:// or http://www. or www. to appear as a link. It is best practice to copy and paste the entire URL from your browser.


Sending web links in chat


Links to pages within the same domain as the active web chat will open in the same browser window, whereas links pointing to other domains will open in a separate browser window.


Customer Chat Inactivity

When a chat conversation is idle, both the agent and the customer will be notified of the inactivity, and the customer will be prompted to respond in order to continue the conversation. As with any message sent to or from the customer, the inactivity alert will be displayed as part of the conversation in the chat window. This functionality is helpful to the agent, who may be handling multiple chats or calls at the same time. Inactivity alerts give the agent the opportunity to prompt the customer to respond, or provide further avenues of assistance.

An example of the inactivity alert visible to the agent using the Agent Desktop application is shown.


Chat inactivity alert visible to the agent using Agent Desktop


The customer receives the same message and is prompted to respond.


What the customer sees


If the conversation is idle for the length of time set in your chat service properties, the chat will be terminated. Both the agent and the customer will receive a message that indicates the conversation is closed: Chat session ended.



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 End a Chat Session

A chat session may be terminated either by yourself or by the customer. If the customer terminates the session, you do not need to do anything in order to end this session on your side.

If you choose to terminate the chat session first, click the End Chat button End-Chat-Button-50.png that appears in the Contact Info Panel or at the top of the Agent Desktop upon mousing over the customer's name.


End Chat button


Depending on your contact center practices and the type of service, your state will either change to Ready or you may be given time to wrap-up the work related to the chat session that has just ended. In this case, your state will change to After Call Work. For more information, see section How to Wrap up After Call Work.

Blacklisting Chat Clients

Starting with version 3.14 of Bright Pattern Contact Center software, agents handling chat interactions can "blacklist" a chat client (i.e., customer) by typing a command directly in the chat dialog window. For example, if a customer is sending inappropriate material to the agent, is misbehaving, or is clearly sending spam material, the agent can instantly end the chat session and prevent the customer from initiating future chats.

This functionality works for every type of chat (web chat, SMS text, mobile app messaging, and so forth) and is carried out by the agent working within the Agent Desktop application.

How to Ban a Chat Client

To end a chat and ban a customer from chatting again, the agent simply types /ban in the text entry field of the chat dialog window. The command instantly ends the chat, and the agent is placed in the After Call Work (ACW) state. The customer can no longer initiate chats, texts, other other such messages.

When an agent uses the /ban function, it affects the customer's web browser, not a website. That is, a blacklist cookie is added to the browser and the session is ended so the customer can no longer chat with agents unless the cookies are cleared.


The chat is completed and the customer is blacklisted



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.