What Is EngageCX?

Agent Panel 

1. All customer contact, regardless of the type, is done from the Agents Panel of EngageCX. 
   
   
2. Web Chat is a native Widget that comes from EngageCX and is then embedded onto your Website by your Website Administrator.  All other Channels, called "Inbox Channels" are imported/forwarded from external sources, such as Email or Texting Numbers. 
   
   
3. Depending on your needs, you may find that unnecessary Menus may be hidden to simply your View to just the features that your domain/tenant uses. 
   
   
4. The EngageCX Mobile App offers a limited version of this same Agents Panel. 
   

Agents Panel Navigation and Options

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Conversation Menu

Visitors List 

1. If your Tenant (also known as the domain) has embedded the Web Chat Widget, all current Visitors on your website and their  information will be displayed here.
   
   
   
1. Additional Options, such as Monitoring the live Chat, may be available depending on your assigned permission Role.
   
   

Web Chat

1. If your Tenant (also known as the domain) has embedded the Web Chat Widget, live Web Chats will be opened from here.
   
   
   
2. Waiting Chats will also be displayed under the Waiting for Chat icon.  

Inbox

1. All Inbox Channel Conversation Tickets, including Email, Text, and Social Media will be accessed from here.
   
   
   
2. You may Search for active or past Inbox Ticket conversations by accessing any of your saved Ticket Views. 
   
   
   
3. Views are filtered groups of Tickets.  The top View is always your Default View.   If any Tickets exist in this View, they will be displayed in the Ticket Preview Window.
   
   
   
4. Additional Views, and the matching Ticket Preview Window are accessed by simply clicking each View accordingly.  The current displayed View will be in blue.
   
   
   

Internal Chat

1. Online EngageCX Users may chat internally from this option.  Attachments and Emojis may be sent during internal Chat.
   
   
   

1. Chat Groups may be created, including Queue Chat Groups.  
   
   

Top Menu Icons

Optional Network Status icon

1. When enabled by the User, this icon will display the current Network Status of their location. 
   
   

Preference Settings

1. All audible Notifications, Initial Web Chat Auto Reply options, Email Signature, Initial Online Status, and Shortcuts are found here. 
   
   

Control Panel toggle

1. This icon will open the Control Panel View in a separate Window.  All Users have a Control Panel View.  The options shown are based on the Channels of the Tenant and the Role of the User. 
   
   

Online Status icons

1. Web Chat Online Status will be displayed and controlled from here. 
   
   
   
2. If the Portal integration is also enabled, your Call Status icon will also be displayed. This icon will indicate if the User is currently on a Queue call. 
   
   

Profile 

1. This option is available in both Views and contains all general Profile options such as Notifications, Login preferences, Displayed Name, and Chat Queues. 
   
   

"In Conversation" Options

Web Chat "in conversation" Options

1. Info- This displays all information about the current live Web Chat Conversation, including the Visitor's Information and Pre-Chat Form Questions (if any).
   
2. Contact Information- This displays all available information about this Contact (if any) and the ability to update and/or Merge the Contact. 
   
3. Help Center - This menu displays all Canned Messages (both Public and Private) and any Knowledge Base Articles that have been created in EngageCX. 
   
4. History - This menu displays all Web Chat History for this Contact, including the Current Conversation. 

Inbox "in conversation" Options

1. Ticket Info- This displays all information about the current Ticket Conversation, including Assigned User and Queue, Priority, Tags, and any Custom Field options. 
   
2. Contact Information- This displays all available information about this Contact and the ability to update and/or Merge the Contact (if enabled). 
   
3. Help Center - This menu displays all Canned Messages (both Public and Private) and any Knowledge Base Articles that have been created in EngageCX. 
   
4. History - This menu displays all Inbox History for this Contact, including the Current Conversation. 
   

Preference Settings

The Preference Settings Menu opens four options: Web Chat, Inbox, Global, and Shortcuts. 

1. Web Chat will allow you to access any automatic options taken during the live Chat, Notification sounds, and visible Visitor Columns when viewing the Visitors List. 
   
   
   

1. Inbox controls audible Inbox Notification sounds and the User's default Email Signature. 
   
   
   

1. Global contains the option to choose your Online Status before being Connected in the Web Chat.  This is highly recommended for all Users. 
   
   
2. It also contains the setting for the optional Network Diagnostic icon and the "office hours" notification sound.
   
   
   
   

1. Shortcuts contains the set keyboard shortcut options. 
   

Click-to-Call Phone Icon

When the Portal integration has been enabled, an Call Status phone status icon will be displayed in the top right. 

1. When clicked, the Click-to-Call display will allow you to direct dial by typing in the number.
   
   
   
2. When Contacts are clicked, a second phone window will appear that will allow for additional dialing options such as selecting Contacts or EngageCX extensions. 
   
   
   

Using Click-to-Call in EngageCX

1. Select the blue phone icon in the bottom left of the Agents Panel.  Type in the number or select a Contact/Extension by choosing the Contacts Menu icon.
   
   
   
2. Once the Number, Contact, or Extension is chosen, click the green phone icon.  Your chosen Extension's phone device will ring, indicating that the click-to-call is connecting through Portal. 
   
   
   
3. Simply answer, and your Phone Device will call outbound automatically.  
   
   

How Do I Get EngageCX?