Create a chat channel

You can create chat channels for specific uses, such as technical support, product inquiries and sales support, and assign the relevant agents to each channel. The Chat channels screen in Settings and maintenance with the Edit chat channel dialog open -screenshot

The Chat channels screen in Settings and maintenance with the Edit chat channel dialog open -screenshot

Steps

Click Chat in the Navigator.
Click Add at the bottom of the list of chat channels.
In the dialog, enter the name of the chat channel. This should be a unique name used to identify the topic and language (for example Tech Support Norway). The name is used internally only.
Complete the fields in the tabs as described below. Your changes are automatically saved when you go to another tab.
Click Save when you are done.

Fields with red frames are mandatory. Tabs with contain empty mandatory fields.

Properties

Property	Description
Language	Select the language of the chat window.
Badge header	Enter a short text to display on the chat icon on your website.
Description	Explain the purpose of this chat channel. This text is displayed internally only.
Warning on new chat	If no agents respond to a new chat within the specified amount of time, a notification is sent to agents with status Present. Agents must also have the permission Notifications in the Agents tab.
Manager warning on new chat	If no agents respond to a new chat within the specified amount of time, a notification is sent to the manager(s). This warning is only sent if there are agents with status Present.
Enable opening hours	Enable this option to set opening hours for specific week days. You can also set your time zone and add lunch hours when chat is unavailable. Customers will always see their local time in the chat.

The preview on the right displays the chat window with the current settings. In the Chat widget layout tab you can specify the layout and text in the chat window used by the customers.

Field	Description
Theme	Select a theme for the chat window.
Color	Select the base color of the chat windows. This setting will override the color defined in the selected theme.
Font	Select the font of the chat windows. This setting will override the font defined in the selected theme.
Show logo	Select this option to display an image in the header of the chat window. To add an image, click the link or drag and drop an image file.
Show agent photo	Select this option to display the agent’s photo in the chat window. After an agent responds to a new chat, the header logo and header text is replaced by the agent’s photo and name.
Header	Enter a short welcome text to display in the chat window header.
Message	Enter a short message to display under the header.
Use custom queue message	Select this option to enter a customer message for the queue.

You can use variables to indicate waiting time and position in queue:

{cque} = A number indicating the position in the queue
{cavw} = The average waiting time, in the format hh:mm

The preview on the right displays the chat window with the current settings.

Agents

In the Agents tab you can give users access to a chat channel and what permissions they have in chat.

Add an agent

Click the list to the left of the Add button, and select a user.
Click Add. The user is added to the list of agents and has access to the selected chat channel.
Select one or more of the following permissions:
- Can respond: The agent can respond to incoming chats in this channel.
- Notifications: The agent will receive notifications if they are present.
- Can listen in: The agent can open and monitor another agent’s ongoing chat conversation.
- Manager: The agent will get manager warnings. This permission can for example be used for team leaders.
Repeat steps 1-3 for each agent you want to add.

ChatBot

In the ChatBot tab you can activate the chatbot. When a chat is initiated on a channel where a chatbot is active, the “on-new-chat-message” script is triggered, and the message is passed to the script for processing. The script sends the message for processing, and receives the message, posts the results, and possibly marks the message for hand-off to an agent.

Option	Description
Enable Chatbot	Select this option to activate the chatbot.
Chatbot CRMScript folder	Select the folder that contains the scripts for the chatbot.
Chatbot name	What do you want to name your chatbot?

Offline form

In the Offline form tab, you can enter a message to display to the customer if no agents are present (for example outside of your opening hours). In addition, you can let the customer submit a request.

Field	Description
Header	Enter a short text to let the customer know why no agents are available.
Message	Enter a message. Examples: “Our opening hours are 08-18” or “Fill in the fields below, and we will get back to you as soon as possible”.
Enable request submission	Select this option to let the customer submit a request if the chat is not available.
Request category	Select the category to be assigned to the requests.
Request priority	Select the priority to be assigned to the requests.
Mandatory fields required to submit request	Select the information the customer must enter to submit a request.

The preview on the right displays the chat window with the current settings.

Pre-chat form

In the Pre-chat form tab, you can define how customers should identify themselves (or not) in the chat. In addition, you can enable automated FAQ suggestions from SuperOffice.

Field	Description
Enable pre-chat FAQ suggestions	If you enable FAQ suggestions, the top 3 FAQs that match the customers message are displayed in the chat window prior to the chat. The customer can click the FAQ links to view the complete FAQs in SuperOffice Customer Centre. If none of the suggested FAQs answer their questions, they can choose to start the chat.
FAQ folder	Select the folder that contains the FAQs (and sub-folders with FAQs) that should be displayed to the customers. Only FAQs that have been published and are accessible to everyone (no login required), are displayed to customers.
Enable pre-chat form for anonymous users	Select this option if the customers must identify themselves before starting the chat. Leave this option unselected to let the customers start the chat directly.
Message	Enter a message to the customer. Example: “Let us know who you are and how we can help you”.
Fields required to initiate chat	Select the information the customer must enter to start the chat.

The preview on the right displays the chat window with the current settings.

Post-chat form

When the customer or the agent ends the chat, you can display a post-chat form with additional information and the option to receive a transcript of the chat.

Field	Description
Enable post-chat form	Select this option to show the post-chat form to the customer when the chat is finished.
Header	Enter a short header text.
Message	Enter a short message to the customer.
Enable transcript	Select this option to enable transcript. The customer can enter an email address to send the transcript to. The reply template for the transcript can be found in SuperOffice.

The preview on the right displays the chat window with the current settings.

FAQ

Can I delete a chat channel?

Yes, but make sure that the chat channel is not being used on a website. Otherwise the chat window is visible, but non-functional.

​Steps

​Properties

​Chat widget layout

​Agents

​Add an agent

​ChatBot

​Offline form

​Pre-chat form

​Post-chat form

​FAQ

​Can I delete a chat channel?

Steps

Properties

Chat widget layout

Agents

Add an agent

ChatBot

Offline form

Pre-chat form

Post-chat form

FAQ

Can I delete a chat channel?