What Is EngageCX?

What Is Web Chat?

1. Web Chat is live and automatically pushed to Online Agents who are part of the assigned Chat Queue, and are controlled by the Queue's distribution settings. 
   
   
2. Web Chat may be live monitored by Supervisors and above, and they may use either Internal Chat or the Notes feature to guide Agents through a conversation.   
   
   

1. Web Chats are "live Conversations".  No Ticket will be created unless manually created after the Conversation ends. 
   
   
2. Past Conversations are accessible by any User assigned to the Chat Queue in the Control Panel Chat History.
   
   
3. Chat Transcripts can be automatically forwarded to a valid email address when the Chat ends.  If needed, Chat Transcripts can also be emailed manually by locating the Chat in the Control Panel Omni Widget Chat History and choosing Send Transcript. 
   

How Does Web Chat Routing Work?

1. Holidays/Afterhours may be added, and during these times, the Offline Routing will apply automatically. 
   
   
2. If all Agents are Offline during the set business hours for the Web Chat Queue, the Pre-Chat Routing (if any) will apply, then follow the Offline Routing when the Queue is checked for the available Agents. 
   
   
3. Web Chat Routing may follow Standard Routing, or Automated Flows may be utilized to give your customers additional options, menus, and/or special Routing Conditions. 
   
   
4. Once customers are routed to the assigned Queue, additional Conditions may be placed to allow for even more customization. 
   

Web Chat Reply Options

Reply Option	Description
Canned Messages	Users may use Canned Message shortcuts in Web Chat and Inbox Conversations.   These are activated by choosing the / symbol, then the shortcut word (example: /looking).     If the User is unsure of the shortcut, typing the / symbol will display the list of messages.
Notes	Notes follow the internal transcript and post inside it, making is easy to read about Actions taken even after the Conversation is closed.      Notes are not visible to the customer.      Notes will appear as a light cream/yellow color, while actual Chat will appear gray.
Attachments, Screenshots, and Emoji/Memes (if enabled)	These options can be used at the discretion of your management.
Transfer	Any live Chat may be transferred to any Online User.     The User must be online in order to show available to receive the Transfer.
Audio or Video Chat (only if enabled)	If enabled, either the Customer or the Agent may initiate the Audio or Video Chat request.   Both sides must accept the request, and have a valid microphone/camera to be connected.

Taking a Live Chat

1. Chats are pushed live to the next Online Agent who is in line to receive the Chat. 
   
   
2. A Notification tone will sound (controlled by the User's Preference Settings). 
   
1. Any automatic replies, if set, will send when the Customer connects. 
   
   
3. The Agent will click the Web Chat icon to view the connected Chat, and Reply to the customer. 
    
   
   
   
4. Any previous conversation with the Pre-Chat Automated Flow will appear as part of the Chat Conversation, and will be identified by the Display Name of the flow. 
   
   
1. If your Tenant uses a Pre-Chat form instead, this collected information will appear under Info in the right-hand side menu.. 
   
   
   
5. During the live Chat, the right-hand side menu "in conversation" options will appear.  
   
   
6. When the Chat is complete, either the Agent or the Visitor can end the Chat by clicking the Leave option.  
   
   
1. If Wrap-Up or Notes are required, the Agent will add these items.  The Agent will then click the Close option.  
   
   
2. Once the Chat is closed, the Agent is available for the next Chat.
   
   
   

"In Conversation" Options

1. Info- This displays all information about the current 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. 

Adjusting Web Chat Preference Settings

The Preference Settings Menu opens four options: 

Web Chat- 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. 

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

1. It also contains the setting for the optional Network Diagnostic icon and the "office hours" notification sound.
   

Shortcuts- Shortcuts contains the set keyboard shortcut options. 

Adjusting Online Presence

1. Simply choose your Web Chat Online Status from the dropdown. 
   
   

Finding a Past/Closed Web Chat Conversation

1. They will also be offered the Post Chat Survey (if enabled). 
   
   
2. The Closed Chat will be immediately available and searchable in the Control Panel.  Any User assigned to that Chat Queue will be able to access this Chat. 
   

1. If in the Agents Panel, click the Control Panel to open up the Control Panel View.
   
   
   
2. The Omni Widget (web chat) Menu is the top Menu and should be open.  Choose the History option. 
   
   
   
3. Click Chats. 
   
   
   
4. Chats may be searched by Date, Agent, and/or Queue. 
   
   
   
1. Once the Chat is located, highlighting the Chat, then clicking on Details, will open the Transcript, Chat History of the Contact, and all recorded Visitor Information.
   
   
   
2. If needed, the Transcript may be manually emailed. 
   
   
   
3. The closed Chat Transcript may also be attached to an existing Inbox Ticket (if there is a related additional contact) or a new Inbox Ticket may be created if additional follow up is needed before this Conversation should be considered closed.   
   
   

How Do I Get EngageCX?