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