Quick Replies for Webchat

Updated: 07/11/2024

Overview

Quick replies are buttons that a customer can click on to help guide them through a webchat journey.
With this feature you can send these buttons from 8x8 scripting.
  • If you are currently not using ICA, you can only collect information on webchat via the pre-chat form.
  • If you aren’t ready for the ICA, you can now collect information on why your customers are contacting you.
clipboard_e05fc8011ac038e02f6dc481443964f68.png

Applies To

  • Contact Center
  • Web Chat
  • Quick Replies

What are we releasing?

  • From the webchat script, you can now forward a query to the social script
  • This then allows you to to use all of the features that are available in the social script
  • The query is then routed to the queue from the social script
clipboard_e6f2002d386fad8376ef25c3a2b8189f9.png

Extra features this brings to webchat

Script: Send Prompt

  • Send prompt allows you so to send multiple messages to your customer
  • These can be sent at any time before forwarding to a queue
clipboard_e63c4105663e39b030d91347a44bed3f8.png
clipboard_e5b89625051512e5c42c7c05f38d29af9.png

Script: Question Single Answer

  • Single answer questions will send quick replies
  • Customers can also type their response
  • After a quick reply is selected, routing can be performed on it
  • Multiple quick replies can be next together
clipboard_e4ec9fd8e677f45a40ea7a7cba4353608.png
clipboard_e6806dfc2b383b2d15bc5eb36ebec4503.png

Script: Question Yes/No

  • Yes/No responses will end quick replies
  • Customers can also type their response
  • Routing can be performed on the response
  • Multiple yes/no answers can be linked together
clipboard_e8fdd18f6f3448836be77e1962f0915da.png
clipboard_e0e673e6636342439bb9a98e0ab57ff2e.png

Script: Question Open Ended

  • Collect verbatim responses before routing to an agent
  • Multiple responses can be collected in the chat
  • This will be displayed to an agent
  • Routing not possible on open ended questions
clipboard_e5077e8dd0533caf45b292c4463eb9f36.png
clipboard_e86155c0cade39f5ceb10477bc2d0a4c6.png

Script: Get Customer Information

  • Collect information from the customer, such as their email address, which will trigger a screen pop in the Native CRM
  • Search other items in Native CRM
clipboard_e29966d430fd54b08a101adb43d79c21f.png

Script: Forward to Queue

  • Forward to Queue has timeout to leave queue when time parameter met
  • Forward to Queue has test for queue conditions
clipboard_e8cd5d6e106e8e286e251feac6564d1e6.png

Prerequisite: Web Window Needs Keep Session Flag

  • The keep session alive option must be set on the web window
  • This also means that a customer can navigate to different pages on a website 
  • The time frame is how long the customers chat will stay alive if they:
    • Close the browse/webpage
    • Have internet connection issues
    • Something else
QuickChat.png

Limitations

  • Typing size of question/prompt boxes is not increased with this release
  • Single question needs to be an exact match when typed

Linking with Speech Analytics

Create quick replies as topics in speech analytics

  • Create the topics inside speech analytics
  • Allows customers to monitor which their most popular quick replies are
  • Information can then to be used to see what areas to invest in for ICA projects
clipboard_e39ba9cd77e4ead46d2a3f23905c88f47.png