WebChat Plus Automated Messages

WebChat Plus uses automated messages to inform both Customer as Agent. By adding the following values to the Core Settings, these messages can be customized:

Setting	Description
Chat_Conversation_ChatIsClosedByAgent	Message the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. sends to the Customer when an Agent closes the Chat.
Chat_Conversation_ChatIsClosedByCustomer	Message the UCC sends to the Agent when a Customer closes the Chat.
Chat_Conversation_Chat_Request_Expired	Message the UCC sends to the Agent when an Agent doesn’t accept the hunt in time.
Chat_Conversation_Do_You_Accept	Message the UCC sends to the Agent when an Agent is hunted.
Chat_Conversation_HowCanIHelpYou	Message the UCC sends to the Customer when an Agent accepts the Call.
Chat_Conversation_NoAgentAvailable	Message the UCC sends to the Customer when no Agent is logged in.
Chat_Conversation_NoAgentsFound	Message the UCC sends to the Customer when no Agent is found after the set time.
Chat_Conversation_SearchingForAgent	Message the UCC sends to Customer when an Agent is hunted.
Chat_Conversation_Welcome	Message the UCC sends to the Customer when the Chat is started.
Chat_Conversation_WhatIsYourName	Message the UCC sends to the Customer when the WebChat is started.
Chat_Conversation_YouAreNowConnectedToAgent	Message the UCC sends to the Customer when connected to an Agent.
Chat_Conversation_Customer_Finished_Questionaire	Message that the UCC sends to the agent as the customer is done with answering the questions and the customer can be contacted.
Chat_Conversation_Customer_Started_Questionaire	Message that the UCC sends to the agent as the customer is answering the questions.
Chat_Conversation_Questionaire_InProgress	Message that the UCC sends to the agent as the customer is answering the questions and the agent is sending a message to the customer.
Chat_Conversation_Questionaire_Question	Message that the UCC sends to the agent as prefix for displaying the question.
Chat_Conversation_Questionaire_Answer	Message that the UCC sends to the agent as prefix for displaying the answer.
Chat_Conversation_Questionaire_Finished_Instruction	Message that the UCC sends to the Customer after finishing the questionnaire.
Chat_Conversation_Webchat_Wrong_Input_IDR Interactive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.	Message that the UCC sends to the Customer after the Customer enters a wrong option in the IDR.
Chat_Conversation_Webchat_IDR_No_Choice	Message that the UCC sends to the Customer after not making a choice in time.
Chat_Conversation_Wrong_Input_Chat_QM	Message that the UCC sends to the Customer after the Customer enters a wrong input in the Quality Monitoring.
ChatEndpointOutsideBusinessHoursAutoReplyMessage	Message that the UCC sends to the Customer when the Customer sends a message to the UCC that is outside business hours.
QualityMonitorNoChoiceTimeoutMessageText	Message that the UCC sends to the Customer after a timeout in the Quality Monitoring.

Tip: The webchat and chathub are using a caching mechanism, in some cases you need to do a IIS reset to clear the cache.

Then, there are also messages that are displayed as part of the WebChat itself. Those messages are for instance ‘agent is typing’ or ‘type your message here.’

To change these, open the settings.xml (from C:\inetpub\wwwroot\WebChat_ucc_name\sfbwebchatplus\xml\settings.xml) and change the following parameter:

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XML

<language>
<webchatpluslanguage>EN</webchatpluslanguage>
<resoursepath></resoursepath>
<resourseprefix></resourseprefix>
</language>

Currently, only the following languages can be used out of the box: NL, EN, FR or DE.

If you want to change the default texts that are displayed for each of those languages, you may open and modify the following file:

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File path

C:\inetpub\wwwroot\WebChat_ucc_name\sfbwebchatplus\js\anywhere365_sfbwebchatplus_resources.js