WebChat 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 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. 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_IDRInteractive 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 entering a wrong option in the IDR.

Chat_Conversation_Webchat_IDR_No_Choce

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 a wrong input in the Quality Monitoring.

ChatEndpointOutsideBusinessHoursAutoReplyMessage

Message that the UCC sends to the Customer when the UCC 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