Guide for Digital Channels

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Guide allows you to create and display entry points for digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. channelsClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. of your choice directly on your website. These entry points redirect customers to the channel they select and get them connected with an available resource, such as an agent or botClosed A software application that handles customer interactions in place of a live human agent..

You can further customize the way Guide buttons display on your website using a JavaScript API.

Mowgli Kipling, the contact center administrator for The Jungle at Classics, wants customers to easily be able to find and access the variety of communication methods that his company uses. He uses Guide to create entry points to The Jungle's digital messaging channels that will display on the company website. Now there are icons on The Jungle website home page for WhatsApp Enterprise, Apple Messages for Business, and Chat that allow customers to choose their preferred method of communication and go directly to the resource they need.

Complete each of these tasks in the order given.

Create an Entry Point

You must create an entry point for each digital channel you want to provide on your website.

  1. Click the app selector and select ACD.
  2. Go to DFO > Points of Contact Digital.
  3. Under General channel features, click Guide.
  4. Click Add Entry point.
  5. Enter a Name and use the drop-down to assign an Entry Point Type. You can select from the following:
    1. Chat.
    2. Email.
    3. Custom.
    4. SMS.
    5. Voice.
    6. Knowledge Base. This entry point requires an integration with CXone Expert.
  6. Click Save.
  7. The next configuration step varies based on the Entry Point Type you selected.

    Chat

    • Select the Channel the entry point is for.

    Email

    • Use the drop-down to select the Channel the entry point is for.

    Custom

    • Use the drop-down to select the Channel the entry point is for.
    • Enter the Url used to initiate the conversation. If you're not sure how to get the URL you need, contact your CXone Account Representative.

    SMS

    • Use the drop-down to select the Channel the entry point is for.

    Voice

    • Enter the Phone number, starting with the country's international prefix. Do not use spaces.

    Knowledge Base

    • Use the drop-down to select the Knowledge Base you want to use.
  8. Click Save.

Create a Template and Add Buttons

A template allows you to configure how Guide displays entry points on your website. Each button in a template uses a different entry point. You must have all your entry points for the template created before starting this task.

  1. Click the app selector and select ACD.
  2. Go to DFO > Points of Contact Digital.
  3. Under General channel features, click Guide.
  4. Click Add Template.
  5. Enter a Template name, then use the drop-downs to select a Template type and a Template position.
    FieldDetails
    Template type

    Determines how many buttons are displayed on your website. You can choose from the following:

    • Single Channel - One Button
    • Standard Menu - Multiple Buttons
    • Customer portal. This option allows you to offer channel entry points and CXone Expert articles at the same time. This requires an integration with CXone Expert.

    Template position

    Determines where the buttons are displayed on your website. You can choose either Bottom left or Bottom right.

  6. Click Save. Several new fields appear based on your Template type.
  7. If you chose Single Channel - One Button:
    1. Use the drop-down to select an Entry point.
    2. Click Choose File to upload the Icon for the button.
    3. Enter a Button color. You must enter a hex value, such as #FF0000.
  8. If you chose Standard Menu - Multiple Buttons:
    1. You can use the drop-down to change the Template position.
    2. Use the drop-down to select a Template direction. This is the direction your buttons expand when the menu is open. Options are Horizontal or Vertical.
    3. Under Menu Button, click Choose File to upload the Menu button icon. Icons must be smaller than 50 KB.
    4. Enter a Menu button color. You must enter a hex value, such as #FF0000.
    5. For each button, use the drop-down to select an Entry point.
    6. For each button, click Choose File to upload the Icon for that button.
    7. For each button, enter a Button color. You must enter a hex value, such as #FF0000.

  9. If you chose Customer portal:

    1. Use the Template outline drop-down to select either Channels first or Knowledge base first.
    2. Enter a Theme color. You must enter a hex value, such as #FF0000.
    3. Enter a Font color. You must enter a hex value, such as #FF0000.
    4. Click Choose File to upload the Main icon to display in the top left corner of the template.
    5. Enter the text for the Heading and Subheading.
    6. Under Menu Button, click Choose File to upload the Menu button icon. Icons must be smaller than 50 KB.
    7. Select the Transparent background checkbox to remove any background color from the Main icon.
    8. For each button, use the drop-down to select an Entry point.
    9. For each button, click Choose File to upload the Icon for that button.
    10. For each button, select the Transparent background checkbox to remove any background color from the Icon.
    11. For each button, enter a Button name.
    12. In the Knowledge base section, enter a Knowledge base heading.
    13. Use the Knowledge base drop-down to select the knowledge base this template should use.
  10. Click Save.

Implement Guide on Your Website

  1. Click the app selector and select ACD.
  2. Go to DFO > Points of Contact Digital.
  3. Under General channel features, click Guide.
  4. Under Templates, locate the template you want to use and click Initialization & Test.
  5. Copy the JavaScript code and paste it into the header of each webpage you want the Channel Guide on.