Overview

• 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.

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

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

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

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

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

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

Script: Forward to Queue

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

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

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