Live Chat Administration: Difference between revisions
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[[File:lc_administration.png |right|400px]] | [[File:lc_administration.png |right|400px]] | ||
==Introduction== | ==Introduction== | ||
In Hornbill Live Chat is available in both the Service and Customer portals, an optional popup can be displayed giving quicker access to a chat agent. | In Hornbill, Live Chat is available in both the Service and Customer portals, an optional popup can be displayed giving quicker access to a chat agent. | ||
---- | ---- | ||
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===Configuration=== | ===Configuration=== | ||
{| class="wikitable" | |||
! style="font-weight: bold;" | Setting | |||
! style="font-weight: bold;" | Default | |||
! style="font-weight: bold;" | Explanation | |||
|- | |||
| Enabled | |||
| False | |||
| Enable / Disable Chat functionality in the Self Service Portal | |||
|- | |||
| Busy | |||
| False | |||
| Manually enable the Busy Message preventing any new sessions | |||
|- | |||
| Show Self Service Popup | |||
| True | |||
| Enable the Self Service Popup | |||
|- | |||
| Notification Team | |||
| | |||
| Team used to send New Chat Session Notifications | |||
|- | |||
| Maximum Active Channels | |||
| 5 | |||
| Maximum number of pending and active sessions, once this number is reached new sessions will be prevented and the customers will be shown a busy message | |||
|- | |||
| Operational Calendar | |||
| | |||
| Service Level Calendar used to provide working hours for when Self Service Chat is available | |||
|} | |||
[[File:Lc_administration.png]] | [[File:Lc_administration.png]] | ||
===Customisation=== | ===Customisation=== | ||
{| class="wikitable" | |||
! style="font-weight: bold;" | Customisation | |||
! style="font-weight: bold;" | Default | |||
! style="font-weight: bold;" | Explanation | |||
|- | |||
| Border Radius | |||
| 0 | |||
| Top left and right border radius in pixels for the popup | |||
|- | |||
| Background Colour | |||
| blue | |||
| Background Colour for the Popup | |||
|- | |||
| Icon & Header Colour | |||
| White | |||
| colour of Chat Icon and header text | |||
|- | |||
| Show confirmation message on the popup before initiating chat | |||
| false | |||
| Show a "configurable" message after the user clicks on the icon, to confirm they want to start a chat session | |||
|- | |||
| Confirmation Question | |||
| Have you taken a look at our FAQ's, as you may be able to find the answer to your question here. | |||
| The confirmation message if the above option is ticked, this message supports wiki markup | |||
|- | |||
| Confirmation button | |||
| Continue to Chat | |||
| The confirm button text | |||
|- | |||
| Close button | |||
| Close | |||
| The close button text | |||
|} | |||
The text can be edited by clicking inside the preview and you can change language to provide better text in each language you support as an organisation. | |||
[[File:Lc_administration2.png]] | [[File:Lc_administration2.png]] |
Latest revision as of 10:45, 20 March 2023
Home > Live Chat > Administration
Introduction
In Hornbill, Live Chat is available in both the Service and Customer portals, an optional popup can be displayed giving quicker access to a chat agent.
Configuration
Setting | Default | Explanation |
---|---|---|
Enabled | False | Enable / Disable Chat functionality in the Self Service Portal |
Busy | False | Manually enable the Busy Message preventing any new sessions |
Show Self Service Popup | True | Enable the Self Service Popup |
Notification Team | Team used to send New Chat Session Notifications | |
Maximum Active Channels | 5 | Maximum number of pending and active sessions, once this number is reached new sessions will be prevented and the customers will be shown a busy message |
Operational Calendar | Service Level Calendar used to provide working hours for when Self Service Chat is available |
Customisation
Customisation | Default | Explanation |
---|---|---|
Border Radius | 0 | Top left and right border radius in pixels for the popup |
Background Colour | blue | Background Colour for the Popup |
Icon & Header Colour | White | colour of Chat Icon and header text |
Show confirmation message on the popup before initiating chat | false | Show a "configurable" message after the user clicks on the icon, to confirm they want to start a chat session |
Confirmation Question | Have you taken a look at our FAQ's, as you may be able to find the answer to your question here. | The confirmation message if the above option is ticked, this message supports wiki markup |
Confirmation button | Continue to Chat | The confirm button text |
Close button | Close | The close button text |
The text can be edited by clicking inside the preview and you can change language to provide better text in each language you support as an organisation.