Configure Email Conversation

Introduction

After a chat with an agent and the customer wants to read back, the email dialogue can be emailed to the customer.

 

Prerequisites

Before proceeding installation, please ensure following prerequisites are met.

  • Installed Webchat
  • Installed Webchat Plus Webservice

 

Configure email the conversation

To receive a transcript of the conversation per email, apply the following changes:

Open the Webchat settings.xml from its default location (C:\inetpub\wwwroot\WebChat_uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers._name\sfbwebchatplus\xml\settings.xml)

<emailconversation>

<enabled>true</enabled>

<emailsubscriptionenabled>false</emailsubscriptionenabled>

<emailsubscriptionurl>https://www.example.com/newsletter/subscribe?email=[EMAILADDRESS]</emailsubscriptionurl>

</emailconversation>

 

Examples

 

Verify

To verify if the service is sending mails correctyle the settings and log can be seen in C:\inetpub\wwwroot\WebChatWebServiceUccName.

The settings of the WebChatWebService can be seen in the AppSettings.config file

<appSettings>

<add key="webservicekey" value="67G5BRZ1" />

<add key="EmailUseCredentials" value="true" />

<add key="EmailUsername" value="fake@workstreampeople.com" />

<add key="EmailPassword" value="password" />

<add key="SMTPHost" value="smtp.office365.com" />

<add key="SMTPDefaultCredentials" value="true" />

<add key="SMTPPort" value="587" />

<add key="SMTPEnableSsl" value="true" />

<add key="SystemEmailFrom" value="fakse@workstreampeople.com" />

<add key="SystemEmailReplyTo" value="fake@workstreampeople.com" />

<add key="GeneralMailboxTo" value="" />

<add key="EmailSubjectChatDiscussion" value="Anywhere365 - Your latest chat" />

<add key="EmailSubjectGeneralMailFromCustomer" value="Anywhere365 - Message from customer" />

<add key="WebserviceRootUrl" value=""/>

<add key="TemplateWebchatplusChatDiscussionEmailName" value="templateWebchatplusChatDiscussionEmail"/>

<add key="TemplateWebchatplusGeneralEmailName" value="templateWebchatplusGeneralEmail"/>

</appSettings>

When troubleshooting is necessary, the log of the web service can be reviewed by opening it from this location: C:\inetpub\wwwroot\WebChatWebServiceUccName\log\Application.txt