Chat Campaign Configuration Details

Overview

A chat campaign involves contact centre agents receiving chat requests from contacts via a web channel, and engaging in a chat session.

Contacts, when requesting to chat, may be asked to supply answers to a short pre-chat survey. The survey answers provide basic information about the contact and the reason for their request. See Chat Surveys.

Chat session transcripts can be viewed in Chats.

See Create a simple chat campaign to understand the many elements that must be combined into a working chat campaign.

1. Add or Edit Chat Campaign

1. Open the Workspace.

2. Select Configuration from the Campaigns menu.

   1. To add a new campaign:

      • Click New Campaign. 

      • Select Chat from the drop-down selection list.

      • Click Next. The Edit Chat Campaign dialog opens.

   2. To edit an existing campaign:

      • Select the campaign you wish to edit.

      • Click Edit. The Edit Chat Campaign dialog opens.

The fields that need to be defined in a chat campaign are: 

Assigned Teams

Go to the Assigned Teams Tab

1. In the Is Assigned column select All

2. Select the Teams you would like to add the Agent to

3. Press the Add button in the header

If the relevant Team doesn’t display you can create in the Teams module in the Administration menu

2. Chat Campaign Details

Chat Campaign Details is a snapshot view of a contact centre chat campaign.

Where to find this feature 

1. Open the Workspace.

2. Select Configuration from the Campaigns menu.

3. Locate the Campaign Group you wish to open and click Show. 
   A list of the campaigns in that group is displayed.

4. Select the chat campaign to be viewed.
   The Campaign Details are displayed for that campaign.

The Campaign Details Display gives a summary view of the key settings for a particular campaign. 

Add Chat Templates for Campaign

Below the main Campaign Details display, select the Chat Templates tab which allows you to view, add and delete chat templates that will be accessible for use by agents in the campaign.

1. Open the Workspace.

2. Select Configuration from the Campaigns menu.

3. Locate the Campaign Group you wish to open and click Show. 
   A list of the campaigns in that group is displayed.

4. Select the chat campaign to be viewed.
   The Campaign Details are displayed for that campaign.

5. Click the Add icon in the campaign details display.
   A list of chat templates is displayed.

6. Select one or more appropriate templates to be used by the campaign.

7. Click Assign Templates.

To remove a template from the campaign, click in the selection box in the same row and click on the Delete icon . This only removes the template from the campaign; the template itself is not deleted from the list of chat templates. 

Any configured email templates are shown in the following list, which has these columns:

3. Email Templates for Campaign

Below the main Campaign Details display, select the Email Templates tab which allows you to view, add and delete email templates that will be accessible for use by agents in the campaign.

Any configured email templates are shown in the following list, which has these columns:

4. Using the Chat Request Widget

The Chat Request Widget is used to provide the ability for contacts to request a chat session from a remote web page.

1. Open the Workspace.

2. Select Configuration from the Campaigns menu.

3. Locate the Campaign Group you wish to open and click Show. 
   A list of the campaigns in that group is displayed.

4. Select the chat campaign to be viewed. 
   The Campaign Details are displayed for that campaign.

5. Click Widget. 

6. Copy the generated code and paste it into your web page before the closing body tag.

The basic HTML code that you generate within the workspace will be similar to the following:

Simple Widget Code

<div id="">
    <script type="text/javascript">
        (function() {
            var cs = document.createElement('script'); cs.type = 'text/javascript'; cs.async = true;
            cs.src = 'https://preprodbeta.ipscape.com.au/webchat/chat-uri.js';
            var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(cs, s);
            cs.onload = function(){
                Chat.init({
                    'container': 'qvbpatnr',
                    'key': 'QVBPaTNrZ3RQNTBBYkQrUzhzZHQxQT09',
                    'src': 'ipscape.com.au/webchat'
                });
            }
        })();
    </script>
</div>

However, if you intend to place the Chat Request Widget onto a page into which a contact might be logged in such as a web portal, it is possible to use the contact's login data to populate the pre-chat survey for the chat request.

In this example, Name and Email have been used but you can use any data that is available from your portal so long as the Pre-chat Survey in your Chat Campaign has a field in which to accept that data.

To do this, add an extra line (see line 12:  userData) to your widget code into which you have added your portal's field names as follows:

Widget Code with userData

<div id="">
    <script type="text/javascript">
        (function() {
            var cs = document.createElement('script'); cs.type = 'text/javascript'; cs.async = true;
            cs.src = 'https://preprodbeta.ipscape.com.au/webchat/chat-uri.js';
            var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(cs, s);
            cs.onload = function(){
                Chat.init({
                    'container': 'qvbpatnr',
                    'key': 'QVBPaTNrZ3RQNTBBYkQrUzhzZHQxQT09',
                    'src': 'ipscape.com.au/webchat'
                    'userData': {"name":"Add_name_field_here", "email":"add_email_field_here"}
                });
            }
        })();
    </script>
</div>

 If you need to change the stack order of the Chat window you can add a 'z-index' shown below in line 13:

 Widget Code with z-index

<div id="">
    <script type="text/javascript">
        (function() {
            var cs = document.createElement('script'); cs.type = 'text/javascript'; cs.async = true;
            cs.src = 'https://preprodbeta.ipscape.com.au/webchat/chat-uri.js';
            var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(cs, s);
            cs.onload = function(){
                Chat.init({
                    'container': 'qvbpatnr',
                    'key': 'QVBPaTNrZ3RQNTBBYkQrUzhzZHQxQT09',
                    'src': 'ipscape.com.au/webchat'
                    'style':
                    { 'z-index': 10000 }
                });
            }
        })();
    </script>
</div>