View source for 5.19:Tutorials-for-admins/Chat/ChatServiceConfiguration

= 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 [[Contact-center-administrator-guide/ConfigurationQuickStart |  initial configuration]] for your contact center.


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== Procedure == 
=== Step 1: Create and configure a chat service ===
# Log in to Contact Center Administrator, and go to Services and Campaigns.<br /><br/>
# Click the '''Add service''' ('''+''') button to create a new chat service.<br /><br/>
# Select '''chat''' as the type of service.<br /><br/>[[File:Add-Service-Config-53.PNG|thumb|800px|center|Choose from the available services]]<br /><br/>
# In the [[contact-center-administrator-guide/PropertiesTab |  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.<br /><br/>[[File:Chat-Service-Properties-Config-53.PNG|thumb|800px|center|Chat service properties]]<br /><br/>
# Click '''Apply''' to save your changes.

=== Step 2: Assign teams to the service === 
# In the [[contact-center-administrator-guide/AssignmentsTab |  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.<br /><br/>[[File:Service-Assignments-Config-53.PNG|thumb|800px|center|Assign users to teams]]<br /><br/>
# Optionally assign administrators and reviewers to this service.<br /><br/>
# Click '''Apply''' to save your changes.

=== Step 3: Create additional skills and assign them === 
# Additional skills are called auxiliary skills. In ''Call Center Configuration > Auxiliary skills'', add any other required agent skills for this chat service.<br /><br/>[[File:Aux-Skills-Config-53.PNG|thumb|800px|center|You have to add skills before you can assign them]]<br /><br/>
# In ''Users & Teams > Skill Levels'', assign [[contact-center-administrator-guide/AuxiliarySkills |  auxiliary skills]] to agents as required skill levels. The higher the numeric value, the more skilled that user is.<br /><br/>[[File:Assign-Aux-Skill-Config-53.PNG|thumb|800px|center|Skills are assigned as percentage values (e.g., "100" or "50")]]<br /><br/>
# Click '''Apply''' to save your changes.

=== Step 4: Specify service level thresholds === 
# Go back to ''Services & Campaigns'' and select the chat service you just created.<br /><br/>
# In the [[contact-center-administrator-guide/ServiceLevelTab |  Service Level tab]], set the percentage of chats associated with this service that are expected to be answered within a certain amount of time.<br /><br/>[[File:Service-Level-Config-53.PNG|thumb|800px|center|Set service level thresholds]]

=== Step 5: Create the scenario for the service === 
# Go to ''Configuration > Scenarios > [[Contact-center-administrator-guide/Chat|Chat]]'' to create the chat scenario for this service.<br /><br />[[File:Scenarios-Chat-a-53AD.png|thumb|800px|center|Configuration > Scenarios > Chat]]<br /><br />
# Either select an existing chat scenario from the list, or click the '''Add from template''' [[File:Add-From-Template-Button.png|26px]] button at the bottom of the screen to create a new chat scenario from the “Mobile Chat” template.<br /><br />[[File:Chat-Config-1-52.PNG|thumb|800px|center|Select the "Mobile Chat" template]]<br /><br />
# 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'''.<br /><br />[[File:Chat-Config-3-52.PNG|thumb|800px|center|Name the scenario]]<br /><br />
# 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 === 
# Go to ''Scenario Entries > [[Contact-center-administrator-guide/Messaging |  Messaging/Chat]]''.<br /><br />
# Either select an existing chat scenario entry or click the '''Add chat scenario entry''' ('''+''') button to create a new one.<br /><br />
# If this entry is brand new, the following properties are required right now:<br /><br />
## '''Name''' - Give this entry a unique name.<br /><br />
## '''Scenario''' - Select the chat scenario you previously created.<br /><br />
## '''Service''' - Select the chat service you previously created.<br /><br />[[File:Chat-Entry-Config-53.PNG|thumb|800px|center|Required properties]]<br /><br />
# Click '''Apply''' to save your changes.

=== Step 7: Configure SMS/MMS access numbers === 
# Still in ''Scenario Entries > Messaging/Chat'' properties, scroll down to '''SMS/MMS access numbers'''.<br /><br />
# Click '''add'''.<br /><br />
# 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.<br /><br />[[File:Chat-SMS-Config-53.PNG|thumb|800px|center|Phone number selection]]<br /><br />
# Click the green checkmark.<br /><br />
# Again click '''Apply''' to save your changes.

=== Step 8: Update omnichannel routing settings === 
# Go to ''Call Center Configuration > [[Contact-center-administrator-guide/Omni-ChannelRouting |  Omnichannel Routing]]''.<br /><br />
# Specify the number of sessions that agents can handle simultaneously. The default settings are shown.<br /><br />[[File:Omnichannel-Config-53.PNG|thumb|800px|center|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:

* [[Tutorials-for-admins/InboundVoiceServiceConfiguration |  Inbound Voice Service Configuration]]

* [[Tutorials-for-admins/HowtoConfigureOutboundCampaigns |  Outbound Campaign Service Configuration]]

* [[Tutorials-for-admins/HowtoConfigureEmailServices |  Email Service Configuration]]