Comparison of WebChat Features
Different versions of WebChat may have different features depending on
The below overview gives you information about which features are available in specific setups for WebChat
General Features
Feature |
WebChat On-premises / Federated When using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. |
DC2021.01: WebChat Dialogue Provider 2.0 |
DC2021.03: WebChat Dialogue Provider 2.1 (WebAgent) |
DC2021.05: WebChat Dialogue Provider 2.2 (WebAgent) |
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Group Presence Display is the chat-queue has available agents. |
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Multiple Chat Endpoints Configure multiple buttons, linked to different chat-queues. |
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(alternative is routing based on content) |
(alternative is routing based on content or page) |
(alternative is routing based on content or page) |
Teaser Tease the customer with a small message based on time or scroll percentage. |
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(simple via visual editor) |
(simple via visual editor) |
Customization / Themes Customize the look of the WebChat. |
(complex via files) |
(simple via CSS scripts) |
(simple via CSS scripts) |
(simple via CSS scripts) |
Reconnect Reconnect when browsing to a new page. |
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Idle timeout Set a timeout for no response. |
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(Via Time to Live based on customer connection) |
Customer Name Ask a customer for their name / email. |
(will result in a fictive URI) |
(Can be loaded via script) |
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(Can be loaded via script or asked via Adaptive Card) |
Agent Name Display the agent name to the customer. |
(Skype for Business on-premises only) |
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Chat Name Configure the chat display name. |
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(Via Template) |
(Via Template) |
(Via Template) |
Business Hours Display if the chat is available during business hours. |
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(alternative is remove the front end during specific times) |
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System Messages Prompt the customer with predefined messages, for example "Waiting for an Agent". |
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(Via Dialogue Studio) |
(Graphical) IDR Prompt the customers with a list of queues to select from. |
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(alternative is routing based on content) |
(Via Adaptive Card) |
(Via Adaptive Card) |
Chat Questions Prompt the customers with a list of questions before connecting to an Agent. |
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(Via Adaptive Card) |
(Via Adaptive Card) |
IM Translation Translate the messages sent by customer and agents. |
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Routing based on content Route the customer based on the message they have sent. |
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Dialogue Studio Compatible Extend the conversation with Dialogue Studio. |
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Warning: * This has been deprecated
Conversation Controls
Conversation controls can be used to directly control the active conversation.
Feature |
WebChat On-premises / Federated (Skype for Business / Teams) |
DC2021.01: WebChat Dialogue Provider 2.0 (WebAgent) |
DC2021.03: WebChat Dialogue Provider 2.1 (WebAgent) |
DC2021.05: WebChat Dialogue Provider 2.2 (WebAgent) |
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Initiate Chat Initiate a chat conversation between the Agent and Customer |
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Initiate File Transfer A customer can upload a file to be shared with the Agent. |
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Initiate CoBrowse A customer can initiate co-browsing session with the agent |
(via 3rd party integration) |
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A customer can escalate the session to voice by entering their PSTN number. |
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Initiate URL Sharing Display a pop-out window to the customer with shared urls by the agent. |
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Skill Transfer With Transfer, you can transfer to another skill. |
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Predefined responses A predefined response is a message you can add to your reply. |
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Emoticons Add emoticons to the conversation |
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Conversation Details
Conversation details show you additional information about a conversation.
Feature |
WebChat On-premises / Federated (Skype for Business / Teams) |
DC2021.01: WebChat Dialogue Provider 2.0 (WebAgent) |
DC2021.03: WebChat Dialogue Provider 2.1 (WebAgent) |
DC2021.05: WebChat Dialogue Provider 2.2 (WebAgent) |
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Timeline The timeline shows information about previous contact moments with the customer, loaded via the Universal Timeline Service. |
(Fictive URI is generated) |
(URI can be loaded via script) |
(URI can be loaded via script or Adaptive Card) |
(URI can be loaded via script or Adaptive Card) |
Classification During a dialogue you can select a predefined Classification, which will be added to the Call Detail Recording via the Call Property Service. |
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CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Contact Information The contact information show additional information about the contact loaded via the CRM Service. |
(Fictive URI is generated) |
(URI can be loaded via script) |
(URI can be loaded via script or Adaptive Card) |
(URI can be loaded via script or Adaptive Card) |
CRM Case Information The case information show cases of the contact loaded via the CRM Service. |
(Fictive URI is generated) |
(URI can be loaded via script) |
(URI can be loaded via script or Adaptive Card) |
(URI can be loaded via script or Adaptive Card) |
Queue
In the queue tab of the overview you can see which conversations are in the queue. From here you will be able to interact with the conversations.
Feature |
WebChat On-premises / Federated (Skype for Business / Teams) |
DC2021.01: WebChat Dialogue Provider 2.0 (WebAgent) |
DC2021.03: WebChat Dialogue Provider 2.1 (WebAgent) |
DC2021.05: WebChat Dialogue Provider 2.2 (WebAgent) |
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Queue Settings / Filtering From the Queue Settings, you have the option to configure the view. |
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Queue Details In the queue tab of the overview you can see which conversations are in the queue. |
(Via Snapper) |
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Search Text In the search text tab you can search for a specific conversation based on your criteria. |
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Take from Queue Take the session from the waiting queue. The conversation will now be offered to the Agent. |
(Via Snapper) |
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Preview Show the conversation as a preview. From here you can see the content of the conversation and you will have the option to "Take" the session. |
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Conversation Wrap-up
Feature |
WebChat On-premises / Federated (Skype for Business / Teams) |
DC2021.01: WebChat Dialogue Provider 2.0 (WebAgent) |
DC2021.03: WebChat Dialogue Provider 2.1 (WebAgent) |
DC2021.05: WebChat Dialogue Provider 2.2 (WebAgent) |
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Discharge The time before a new conversation will be offered to an Agent after the previous conversation is finished. |
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Email Conversation After a chat with an agent and the customer wants to read back, the email dialogue can be emailed to the customer. |
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Quality Monitoring Quality monitoring can be used to have customer the possibility to rate the conversation. |
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Classifications Classifications can be used to Tag conversations |
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Miscellaneous features
Feature |
WebChat On-premises / Federated (Skype for Business / Teams) |
DC2021.01: WebChat Dialogue Provider 2.0 (WebAgent) |
DC2021.03: WebChat Dialogue Provider 2.1 (WebAgent) |
DC2021.05: WebChat Dialogue Provider 2.2 (WebAgent) |
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Captcha Enable a catpcha on the webchat, before initializing |
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Automated Messages Configure automated system messages for the customer and agent. |
(Extended messages via SharePoint) |
(Simple messages via script) |
(Simple messages via script) |
(Simple messages via script) |
Contact Form Add a contact form when no agent is available of chat queue is out of office. |
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(Via Adaptive Card) |
(Via Adaptive Card) |
Question Form Visually display the chat questions, before connecting a conversation. |
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(Via Adaptive Card) |
(Via Adaptive Card) |
Pop-out Pop-out the chat in a new browser window. |
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