Set Up Digital First Omnichannel 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 First Omnichannel to play a sound when a message is received.
    Store customer's path through web-page

    Select if you want Digital First Omnichannel 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.
    Display contact us form when we are offline Select a form option if you want Digital First Omnichannel 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.
    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 First Omnichannel to display when all agents are offline. You must select Custom from the Display contact us form when we are offline option.
    URL for transferring customer from other channels to Live Chat

    Select this to allow agents to transfer contacts from other channels into a Live Chat channel. When this option is configured, agents in other channels have an option to send a contact a link to start a Live Chat session.

    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.

  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 First Omnichannel 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. .

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.

  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 First Omnichannel 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

We recommend creating 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 routing queues, but in the future queue creation will be 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 First Omnichannel 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 First Omnichannel 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.

Create a Digital Skill

Required permissions: Skills Create and Skills Edit

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Digital. DigitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. skills will always be Inbound.
  5. Enter a Skill Name and select the Campaign you want the skill to be part of.
  6. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, use the POPURL action in Studio. This capability is only supported in Agent
  7. To require agents to manually accept or reject interactions for this skill, select the Accept / Reject checkbox. This capability is only supported in Agent. This skill setting is related to a feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

  8. To enable a countdown timer for agent responses, go to Agent Response section. This capability is only supported in Agent. You can also do this later.

    Field Details
    Enable Check the box to make the timer appear in the agent console. Clear the box to hide it.
    Agent First Response Enter how long you want to set the timer for. The countdown timer starts when a contact is assigned to the agent. The countdown ends when the agent sends the first message.

    Follow on Response

    Enter how long you want to set the timer for. The countdown timer starts again when a customer responds to the agent. It ends when the agent sends a reply.

  9. To unassign contacts after a timer expires, go to the Customer Response section. This capability is only supported in Agent. You can also do this later.

    Field Details
    Enable Check the box to unassign contacts when the timer expires. Clear the box to have no idle time limit.
    Customer Idle Time The countdown timer starts when the agent sends the first message to the customer. The contact will automatically unassign the contact from the agent when the timer expires.

    Time Extension

    Check the box to let an agent give the customer more time to respond. This enables a button the agent can click to reset the customer idle timer.
  10. If you want to test how contacts in this skill change in priority over time compared to other skills, use the Priority Comparison tool. You can also do this later.
    screenshot of the Priority Comparison tool.

    1. In the Skills to Compare section, click +.

    2. Add Available skills until all skills you want to compare are in the Selected list. You don't need to add the skill you are currently editing; it appears in the graph automatically.

    3. Click Done.

    4. Use the Elapsed Time and Time Interval fields to define the period of time you want the graph to cover and the time intervalClosed A period between points, limits, or events, such as dates or times you want to mark a new point on the graph.

    5. Click Compare.

  11. Click Create.

Configure Default Skill and Studio Script

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.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Select the channel you would like to configure and click Edit.

  4. Select a Studio script from the drop-down.

  5. Select a default skill from the drop-down.

  6. Click Save.

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.

  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.

    The Initialize & Test page, showing the chat bubble in the lower right corner, which you can use to test your channel.
  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, copy the JavaScript code from the page and have your website administrator add it to the header of all pages where you want the chat widget to appear.
  9. 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 and filters, and the roles and permissions of the test agent.