When using Guide to display chat, visitors typically start a chat session from a Guide template that appears on a website page. The chat thread appears in the Guide widget.
Guide is included with Digital Experience. Guide lets you create templates that appear on your website to offer digital channels to website visitors. You can optionally license Guide with Offers, which lets you also create proactive offers.
High Level Steps
|
step |
details |
|---|---|
| Create and set up the chat channel. | If the chat channel has not been created, use Digital Experience to create and set up the live chat or chat messaging channel. Follow all of the steps for setting up the channel with the exception of enabling the chat channel. |
| Configure Guide appearance preferences. |
Upload a chat channel button. This is the button that appears on your website to start a chat session. If a chat button is already uploaded for your tenant, you can use that. Also define the branding (default colors) to use for the Guide widget. |
| Create a chat entry point. |
Create a chat entry point that specifies the chat channel to use. |
| Create a single button template to display the Chat button. |
Create a single button template defined as follows:
|
| Create an engagement rule that displays the template on your website. |
Create an engagement rule that displays the template:
|
|
Embed Guide on your website. |
Embed Guide on your website by copying the JavaScript code and pasting it on every page on which you want to offer chat. |
|
Verify the template appears on the home page. |
View the home page of your website and confirm that the chat button appears. |
and select Using a Multi-Button Template to Offer Chat
If you are using other digital channels
Various voice and digital communication mediums that facilitate customer interactions in a contact center., you can create a multi-button template in Guide and offer chat with another channel. For example, you might configure chat and email with the following buttons:
See the Guide use cases for more examples of using Guide with chat and other digital channels.
Offering a Different Channel When Chat Is Unavailable
You can create two engagement rules that work together to display the chat channel when agents are available and another channel, such as email, when they're unavailable:
-
For the rule that offers chat when agents are available, set Chat Is Online to Active and select the skills to check for.
-
For the rule that offers email when agents aren't available, set Chat Is Online to Inactive and select the skills to check for.
When defining the template that should appear for this rule, select Change template in real time. If agents become available while a visitor is on a page, the chat channel automatically replaces the email channel and vice versa.
Using a Precontact Web Survey for Chat
-
As a best practice, define a precontact survey form for your chat entry point.
-
When defining a template that references a chat entry point with a precontact survey form, you have the option of including a precontact survey icon and label at the top of the Guide widget.
The icon and label are followed by the Name field that is automatically provided for the chat. Then, the custom fields defined in the precontact survey form appear.
-
If the chat channel also has a precontact survey defined, that survey is skipped. The visitor only sees the survey specified in the Guide entry point.
Continuing a Chat
If the visitor starts a chat from a Guide widget, and then navigates to a different page, they can continue the conversation with the agent. Guide displays either a button or a link on a Guide widget to continue the conversation until the chat session ends.
Also, if a visitor crosses subdomains while using your website, Guide retains the visitor data so that the chat session continues uninterrupted. Note that cross-domain support is not available for the Safari browser.