Difference between revisions of "Live Chat Portals"

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(Created page with "__NOTOC__Home > Live Chat > Self Service Portals right|400px ==Introduction== In Hornbill Live Chat is available in both the Ser...")
 
 
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[[File:lc_selfservice.png |right|400px]]
 
[[File:lc_selfservice.png |right|400px]]
 
==Introduction==
 
==Introduction==
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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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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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=== Chat Feed ===
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===Configuration===
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When a Chat Sessions is created by a user an initial post is made using the following translation:
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To Enable access in the Customer Portal:
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* '''guest.com.hornbill.livechat.portals.portal.session.initialMessage''' - Session Created by: %1
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* '''Portal Chat Session User''' Role should be associated to the Customer Portal account.
  
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To Enable access in the Service Portal:
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* '''Portal Chat Session User''' Role should be associated to any users that require access to the Live Chat.
  
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When an agent accepts a chat session an initial post is made using the following translation:
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===Popup===
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* '''guest.com.hornbill.livechat.portals.portal.session.acceptMessage''' - Welcome, my name is %1 how can i help you today?
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Self Service Popup can be disabled in the [[Live_Chat_Administration | Administration Section]], the popup will not show outside of operational hours or when the desk is set to closed, when busy the end user will be presented with a busy message.
  
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From an active chat session you can click the expand icon to show the chat session in a full screen view.
  
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When a chat session is closed a post is made using the following translation:
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[[File:lc_expand_chatsession.png]]
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* '''guest.com.hornbill.livechat.portals.portal.session.closeMessge''' - Session Closed By: %1
 
  
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----
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When the browser is closed on an active chat session a post is made using the following translation:
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[[Category:Live Chat]]
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* '''guest.com.hornbill.livechat.portals.portal.session.closeMessge''' - Session Closed By: %1
 
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<span style="color: red">Note: the '''%1''' is both translations is important and used to allow the system to inject the markup to make the name or chat session id clickable.</span>
 
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[[File:Lc_notification_strings2.png]]
 
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===Attachments===
 
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File attachments that meet the Platform Security Restrictions on Size and Extension can be added to a message and appear to both the Agent and the End User.
 
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[[File:lc_file_attachments.png]]
 
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===Integration===
 
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The following content can be embedded in a Chat Session:
 
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* Tweet
 
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* Embedded Images (Copy and Paste)
 
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* YouTube Videos
 
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* Vimeo
 
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* Vine
 

Latest revision as of 16:15, 5 August 2020

Home > Live Chat > Self Service Portals

Lc selfservice.png

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

To Enable access in the Customer Portal:

  • Portal Chat Session User Role should be associated to the Customer Portal account.

To Enable access in the Service Portal:

  • Portal Chat Session User Role should be associated to any users that require access to the Live Chat.

Popup

Self Service Popup can be disabled in the Administration Section, the popup will not show outside of operational hours or when the desk is set to closed, when busy the end user will be presented with a busy message.

From an active chat session you can click the expand icon to show the chat session in a full screen view.

Lc expand chatsession.png

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