Set Up Digital Experience Live Chat

You can configure one or more Live ChatClosed Agents and contacts interact on a real-time basis channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to meet your organization's needs. For example, you might want separate Live Chat channels for sales and service. Or, you might want a separate Live Chat channel for each language supported by your contact center.

After you add a Live Chat channel and configure its routing and permissions, you can customize it.

Complete each of these tasks in the order given.

Add a Live Chat Channel

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Click Chat.
  4. Click Create Live Chat Channel.
  5. Enter a Channel name and click Create.
  6. Locate your new Live Chat channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. in the list and click Basics.

  7. Configure the basic settings for your Live Chat channel.

    Field Details

    Customer can send transcript

    Select if you want contacts to have the option to send themselves the chat transcript. When the case is closed, the chat displays an option for the contact to enter the email address where they want the transcript sent.

    Turn On the audio notification. Select if you want Digital Experience to play a sound when a message is received.
    Store customer's path through web-page

    Select if you want Digital Experience to store the contact's browsing history through the website. This can help agents resolve cases.

    Agent can see preview of customer messages

    Select if you want agents using this channel to be able to see what the contact is typing before the message is sent.

    This feature is not compliant with PCI or HIPAA.

    Automatic translation does not work with this feature turned on.
    Hide Live Chat widget when no agent is available Select if you want the Live Chat widget hidden during times when there aren't any agents in the Live Chat routing queueClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. available to handle cases. This is not relevant if you are setting up live chat for the first time after the 24-1 release.
    Display contact us form when we are offline Select a form option if you want Digital Experience to display a Contact Us form when all agents are offline. You can use the Default offline form, or create a Custom form. If you select Custom, use the Please put the HTML code for your offline form text area to create your offline form. This is not relevant if you are setting up live chat for the first time after the 24-1 release.
    Please put the HTML code for your offline form (only applies if Custom contact form is selected) Enter the HTML code for the form you want Digital Experience to display when all agents are offline. You must select Custom from the Display contact us form when we are offline option. This is not relevant if you are setting up live chat for the first time after the 24-1 release.
    Email account to send emails (transcript and offline form) behalf of Used to send transcripts and to receive emails from the offline form. The drop-down contains all email addresses you have connected to the platform.
  8. Click Save.

Configure Group Chat

You can enable group chat to allow the option of inviting more people to an ongoing chat. You can enable this capability for agents, customers, or both. In a group chat, all chat participants will see a status message inside the chat when new members join, leave, or transfer the chat. If you don't see this option in the chat Basics settings, it might not be enabled for your system. Contact your CXone Account Representative for more information.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Click Chat.
  4. Find the chat messaging channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to modify and click Basics.
  5. Select Allow Group chat. Select Agent can invite, Customer can invite, or both.
  6. Select an Email account to send invitation emails from the drop-down. You can choose from any of your email channels.
  7. Enter the text for the email invitation. Be sure to include the URL of the landing page. This is required to save the form.
  8. Enter the link to include in the email invitation. This is the link that will connect to the ongoing chat.
  9. Click Save.

Configure Permissions

You need to add this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to each role that will use the channel. When you add a channel to a role, you need to configure permissions. These determine what users assigned to the role can do when interacting with the channel.

You can add this channel to existing roles or create a role in the CXone Admin application specifically for this channel. Digital Experience users can only have one role.

If you create a new role for this channel, be sure to include any necessary permissions from the Digital Engagement list on the Permissions tab in the CXone Admin application. When you save the new role, it appears in the ACD > DFO > Roles list, where you can add channels and permissions, as well as assign the role to digital agentsClosed An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. . Agents using CXone Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

Be sure to add the Reply permission for all roles that need to interact with contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. Without this permission, users with the role can't reply to interactions. In addition to this permission, you must also enable the Skills View permission in the Admin application to allow agents reply to messages.

  1. Click the app selector and select ACD.

  2. Go to DFO > Roles.

  3. Click the Edit icon for the role you want to use.
  4. In the Channels section, locate the channel you want to configure permissions for and click Edit permissions.

  5. Select the checkboxes in the channel's row for each permission you want to add to the selected role.

    The part of the page where you can select the channels you want to be part of the custom component.

    Depending on how Digital Experience is configured, some permissions may not be available.

    Permission

    Details

    Reply

    		 When selected, users can write replies that are publishedClosed Posting directly to a social media wall, feed, or account. on behalf of the channel. Users without this permission can write drafts of messages. The drafts must be approved before they can be sent or published.
    Deleting from original platform When selected, users can delete a message or postClosed A social media thread stems from one original post. A post can result in multiple threads from various contacts. from its original platform (for example, from Facebook or Twitter).
    Hide from original platform When selected, users can hide a message or post on its original platform (for example, Facebook or Twitter).
    Can approve When selected, users can approve drafts of replies written by other users.
    Ability to assign/re-assign When selected, users can assign or re-assign any conversation to themselves or other users.
    Ability to unassign When selected, users can unassign a conversation from themselves or other users.
  6. Click Save. Continue adding permissions for other channels, as needed.

Configure Routing and Queues

You must create new digital skills in ACD. Using digital scripts is the recommended method for routing digital contacts. It's easier to build and troubleshoot the routing workflow using the visual interface of a Studio script. With routing queues, it can be a challenge to keep track of the many rules required to route contacts. You can also use Workflow Automation to create rules that work with digital skills.

You can still use these steps to configure existing routing queues, but queue creation has completely migrated to ACD skills.

You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.

You need to define how Digital Experience routes messages that come in through this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. You can modify the filters for existing routing queuesClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. to also route for this channel.  Routing queues in Digital Experience are similar to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in ACD.

  1. Click the app selector and select ACD.

  2. Go to DFO > Routing Queues.

  3. In the table, locate the routing queue you want to work on and click Filters.
  4. Locate the filter you want to use and click Conditions. You can also add a new filter.
  5. Click Add condition.
  6. Use the drop-down to select Included channels rule, then click Create condition for selected type.
  7. Click Add for each channel you want in the routing queue. Review the Selected Channels section when you're done, then click Back. Changes are saved automatically.
    The Included Channels section, where you can select the channels that this role has access to.

Enable and Test a Live Chat Channel

After you have set up and customized your chat channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., you need to enable it. To enable the channel, you need to copy a JavaScript code to the pages on your website where you want the chat widget to appear.

If you're using digital chat for the first time, you must use Guide to customize and design the appearance of a chat channel.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Click Chat.

  4. Locate the channel you need to enable.

  5. Click Initialization & Test.

  6. Click the chat bubble that appears in the lower right corner of the page and test the chat function.
  7. Make changes to the chat configuration as needed.
  8. When the chat works as expected, click Go back to settings to return to the Points of Contact Digital page.
  9. Under Your Channels, click Website Script.
  10. Copy the JavaScript from the page and have your website administrator add it to the header of all pages where you want the chat widget to appear.
  11. From your webpage, send some test messages using the chat widget. If the chat channel doesn't work as you expect, verify the routing queues or skills, and the roles and permissions of the test agent.