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Queue type Web chat since version 6.16

Since version 6.16 is Web chat queue offering these new features:

  • Custom greetings - possibility to setup different welcome messages in webchat according to specified rules,
  • Responsive design - much simpler use of webchat on mobile devices,
  • URL shortening,
  • Two-way upload of files and pictures,
  • Possibility to choose webchat queue before starting the chat,
  • New HTML wizard for webchat GUI,
  • Different sound notifications for new chat and new message in ongoing chat,
  • Blacklisting of annoying customers.

Queue of Web chat type is intended for chatting with your clients directly on your website. By clicking on button Add new and further clicking on button Web chat will be started creation process of new queue. Meaning of each form items is described on following lines. To make web chat work properly is necessary to embed its source code to source code of your website. Source code of web chat can be found in column Relations (at list of queues), after clicking on button HTML and in section HTML code. If you use your own template, it is necessary to embed to source code of your website also this part of the code: #daktela-chat #daktela-chat-image { display: none; }

#daktela-chat #daktela-chat-image { display: none; }

Control of web chat

Detailed description of web chat controlling can be found here - Basic control.

1 - enter unique number of the queue (number can be also selected by arrows at the end of the field). We recommend you to use three-digit format for extensions and four-digit format for unique queues number. This number cannot be changed later.
2 - title of the queue (mandatory field), 
3 - alias of the queue which can be used e.g. in webchat as visible target for clients, 
4 - enter description of the queue to this field.

Advanced settings

Allow description - if you allow this possibility, it would be possible to write a description within currently opened activity which will be then visible in detail of this activity. 

Working time - select working time within which will be chat visible as online on your website. Outside working time will be chat offline (even if agents are still logged to the queue). Displaying detail and editing of time groups can be done in Manage → SettingsTime groups.

Form save time - select time in seconds within which should agent save the form. After specified time is exceeded, agent will be automatically set on Lazy pause.

Max. waiting time - maximum time within which will be client kept in the queue before proceeding to the next application. Unlimited means that client can wait in queue indefinitely.

Call last agent - if you choose option Yes, at first would chat "ring" to agent who last ended the chat.

Last agent hours - select amount of hours back which will be taken into account while choosing last agent.

Automatic pause - specifies whether the Lazy pause is to be set if agent rejects or does not respond (within Max. waiting time) to the chat. 

NPS survey template - if you choose Yes, client would be allowed to rate the activity.

Wrapup time - time after which a new activity can be sent to agent who just finished another activity. 

Distribution strategy - strategy of distribution of activities for available users within queue.

  • ALL - distribute chat to group of users with lowest penalty. The chat move to the group of users with higher priority only if: 
    • no user is available (in the lowest priority group), 
    • all users in this group rejected the chat or they did not answered the call within time interval defined in parameter Max. waiting time and no new user is available in the penalty group.
    • If all users have penalty 0, the chat is distributed to all available users.
  • ALL PENALTY ORDER - continuous distribution to penalty groups, after rejection of the call or expiration of parameter Max. waiting time will be chat distributed to group of users with next penalty value. The chat "rings" to all users from the penalty group. 
  • LEAST RECENT - a chat "rings" to user with lowest penalty. If all users have same priority, the chat is distributed to user who is longest inactive after closing previous activity. After that a chat is distributed to user who is longest logged in the queue. In case that user rejects the chat or parameter Max. waiting time expires, a chat is distributed to user with same priority. A chat is distributed to users with higher priority only if in lower priority group is no available user.
  • RANDOM WITH PENALTY GROUPS - distribution of chat to random user with lowest penalty and no attempt of distributed activity (or lowest number of attempts if other users have got attempts).

Multiple statuses - if you choose option Yes, it would be possible to use multiple statuses simultaneously.

Time limit - if activity "rings" longer than specified time (without answer), then the activity will be included in missed activities.

Missed activities - if you choose Yes, missed web chat activities will be conserved: 

  • Missed time back - set time within which will be possible to find missed activities (midnight means that missed activities disappear at midnight).
  • Missed call - which queue should handle answering of missed activity in case that answer shall be a call. 
  • Missed SMS - which queue should handle answering of missed activity in case that answer shall be a SMS message. 
  • Missed email - which queue should handle answering of missed activity in case that answer shall be an email. 

Notification email - enter email address to which will be sent notification emails about web chats. 

Language - select language in which is the chat to be.

Show users name - select whether you want to display  to client in chat full name of agent, agent's alias or nothing.

Allow file uploads - select whether you want to allow uploading files. It is possible to select among upload directions.

Requirement settings * 

Wait time - time within which will be web chat activity processed. After time expires it goes further according distribution strategy. 

Sleep time - time within which is ringtone not in progress, respectively the request overflows to another agent according to distribution strategy.

Priority - allows to decide which activity will be sent preferably to agent who is logged to more queues simultaneously. Activities from queues with bigger priority will be sent as first.

Macro links * 

Macro links allow you to open external URL address. So it is possible to set (using wildcards) e.g. that whenever new incoming chat appears, after clicking on macro link will be in CRM module searched email address which customer entered to webchat's entry form.
Example: after embedding value "crm/contacts/search?$item[email]" to the field URL will be in CRM module searched value which customer entered to the field Email in webchat's entry form. More informations about system inputs can be found here

Name - only description displayed on button of macro link at activity.

URL - to this field enter URL address of page which should appear after clicking on button of macro link. It is possible to use wildcards which are automatically replaced with current values (all activity properties are available - e.g. $user[title] is the user assigned to the activity).

Open - allows to address to be automatically opened if user's new activity appears.

Unique - allows to open address in new window/popup each time, otherwise the address is displayed in same window.

Popup - address will not be displayed in new tab but in popup window. This window has parameters width and height.

1 - enter title of macro link, URL address and click on gray edit button to set details
2 - by clicking on this button can be added more links
3 - deleting macro link

Tickets

Category - select tickets category which will be set as default to tickets from activities from this queue. to which will be classified tickets from activities from this queue. 

System inputs

These inputs are intended for customers to enter their basic contact informations. These inputs appear in chat before customer starts the chat (by clicking on the button Start chat). It is possible to choose whether is mandatory to fill in these inputs or whether they appear at all.

Input title - input for name of the client or company.

Input email - input for customer's email. 

Input phone - input for client's phone. 

Input agreement - input for agreement. Is related to the item Input agreement text

Input agreement text - input for agreement text. Is related to the item Input agreement

Custom inputs

It also possible to include your own inputs in web chat entry form. To field Title enter title of the input (this title will be user also in web chat widget), to field Name enter name of the input and then select one of four input formats and finally choose whether to make the custom input mandatory. Using buttons Add new and Delete is possible to edit number of custom inputs as will. 

How to set design of web chat? 

Design of web chat can be set using HTML wizard which can be found in module Manage → Queue → the web chat / C2C queue → column Relations → button HTML wizard. Design of Web Click-To-Call queues type is also set by HTML wizard. What HTML wizard is and how to work with it can be found in following lines. 

HTML wizard allow agents to interactively set design of C2C/web chat widget. In this section can be also found source code of the C2C/web chat widget which has to be embedded to your web site due to make widget run. Following lines will describe work with HTML wizard in more detail. 

To set and apply design of C2C/web chat widget is possible only if source code of the widget is embedded to source code of your web site and not just in "Connected queues" of another C2C queue. So be careful that design of C2C/web chat widget will be applied to your website only if source code of this very widget is embedded to source code of your web site.

In section Connected queues can be selected other web chat or C2C queues among which shall client choose within widget. These queues can clients find in drop-down items placed in both sections of widget.
Widget is automatically divided to two sections after at least one chat queue is connected to C2C queue (more queues can be connected). Switching between these two sections is possible by mouse. Also remember that design of C2C widget (set in HTML wizard) will be applied to your website only if source code of this very widget is embedded to source code of your web site. 

In section Behavior define behavior of the widget in certain situations. To item HTML holder enter CSS selector of HTML element to which should be source code of C2C widget placed. If this item remains empty, HTML code of the C2C widget will be placed to tag body automatically. Then choose whether you want to allow to send change of client's URL address while chating. After that is possible to choose whether the chat should be hidden  in offline mode. The chat becomes offline e.g. if Working time is over or when all agents are offline. Chat is either displayed in offline mode for one-off query or does not appear at all. Widget can be also hidden in overload which means that chat does not appear if PBX is overloaded by customers (ie no operator is available by distribution matrix).

Section Button and window allows to set design of C2C widget. By item Window timeout can be set when should be C2C widget unrolled (if you select None, chat would unroll after client clicks on it). If you select Now, chat would appear unrolled immediately after opening the page. In section Pop-up bubble (following section) can be set similar parameters as were set to this section (e.g. it can be set that pop-up bubble will be displayed immediately after page opening and C2C widget will appear after 10 seconds from page opening). To item Window color enter hexa code (always starts with symbol #) of color of widget's bar, button (for starting chat or for sending of phone number) and of currently opened section of C2C widget (if C2C widget contains connected chat queues). At item Window design can be chosen design of chat from three options (retro, rounded or sharp design). Choose grayscale of chat window in item Window grayscale. By item Window position is possible to choose whether the chat window should be placed at right or left side of the page. To field Welcome text enter text which will be displayed to client either after clicking on the button Start chat or Send message. Text will be displayed automatically and does not matter if agent already joined the chat or not.

In section Pop-up bubble can be set design and behavior of this bubble. By item Bubble timeout can be set delay before pop-up bubble is shown, eventually whether it appears at all. To item Bubble color enter hexa code (always starts with symbol #) of color of pop-up bubble. It is also possible to embed image to header of this bubble. This can be done by inserting link (full URL address) of image to item Bubble image. By item Bubble title is possible to set title of the bubble. Enter text of the bubble to item Bubble text

In section Custom greetings can be created welcome, which will appear in chat depending on URL address which is client currently visiting. This item works as condition - if part of URL address which is being currently visited by client is matching with value entered to the field Part of URL, in web chat will appear string entered to the field Text. This all would happen if client would be visiting that URL address for at least time defined at item Timeout.
Example: If source code of C2C widget is embedded to page www.*.com/services, in greetings is possible to react directly to fact that client is currently visiting page which offers your services. To the field Part of URL enter value "/services" and thereby will be defined condition for which would the greetings appear.

Manage → Queues → C2C queue → column Relations → button HTML wizard

1 - in this window can be found HTML code of C2C widget which must be necessarily embedded to source code of your website (if you do not do this, C2C widget does not even appear)
2 - if you connect web chat queue (or queues) to C2C queue, widget would be divided to these two sections (set design at queue which HTML code will be embedded to your website)
3 - color of chat set in section Button and window

On following picture will be described further design items of C2C widget. 

1 - bubble image (url address embedded to field bubble image in section Pop-up bubble)
2 - pop-up bubble  (in color set by hexa code in field Bubble color)
3 - text embedded to field Bubble title
4 - text embedded to field Bubble text
5 - before expiring time set in item Window timeout, only this bar (and pop-up bubble) will appear at your website
6 - if you connect web chat queue to the C2C queue in HTML wizard, widget would be divided to these two sections between which you can switch using mouse 
7 - color set in item Window color will be visible on this button, on currently active section of widget (see number 6 of this picture) and on bar (see number 5)

Placing chat on your website

To use the chat at all is necessary to embedd source code of web chat to source code of your website. Source code of web chat can be found in Manage → Queues → the web chat queue → column Relations → button HTML wizard → section HTML code.

After clicking on the button will appear window with web chat source code and instructions.

Further customization of web chat

Further customization of web chat since version 6:16.0 is described here - Web chat and Click to call

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