Chat Themes

Overview

The Chat Themes module allows you to create an enterprise-wide or campaign-specific chat design.

Where to find the Chat Themes module

Open the Workspace.
Hover over Resources and select Chat Themes.

What is a Chat Theme?

A chat theme sets the look and feel for a chat session.

The sections of a chat window that can be viewed/hidden and their components individually designed are:

1. Add or Edit a Chat Theme

This feature allows Workspace Administrators to create new or update existing chat themes.

Open the Workspace.
Select Chat Themes from the Resources menu.
1. To create a new theme, click the Add icon in the display header.
2. To update an existing theme, locate the theme and click the Edit icon in the same row.
3. To preview a theme, click the Preview icon in the same row.

Edit the Chat Theme as described in the following tables:

Field Name	What you should do
Name	Enter a meaningful name for the Chat Theme.
Description	Expand on the theme name to describe in what campaign(s) the theme will be used.
Used In	Display Only This is a list of Chat Campaigns currently using the theme being edited.

Chat messages

Field name	What you should do
Welcome Message	Enter the text that a contact will see when they first request a chat session, e.g. "Please wait while we connect you to an agent."
Agent Welcome message	Enter a welcome message that a contact sees when they are connected to an agent, e.g. "Hi <system variable>, how can I help you", where the system variable used is typically the contact's name. System variables This menu appears in the dialog footer when you click in this text box. Select a system variable name from the drop down menu. System Variables are the means used in the contact centre to communicate internal system information to users, agents, or customers.
Waiting/Inactive	Enter a message that the contact sees when they are expected to enter some text, e.g. "I am currently waiting ".
Active	Enter a status message that a contact sees during a live session, e.g. "Chat with <system variable>", where the system variable used is typically the agent's name. System variables This menu appears in the dialog footer when you click in this text box. Select a system variable name from the drop down menu. System Variables are the means used in the contact centre to communicate internal system information to users, agents, or customers.
Ended	Enter a status message that a contact sees at the completion of a session, e.g. "This session has been terminated". System variables This menu appears in the dialog footer when you click in this text box. Select a system variable name from the drop down menu. System Variables are the means used in the contact centre to communicate internal system information to users, agents, or customers.
After Hours	Enter the text that a contact will see when they first request a chat session at a time that is outside of campaign operating hours, e.g. "There are no agents available to chat at this time. Please request a chat between 8:00 am and 6:00 pm."
Close chat dialog	Enter the text that a contact will see when they terminate a chat session, e.g. "Are you sure you want to end this chat conversation, <system variable>?", where the system variable used is typically the contact's name. System variables This menu appears in the dialog footer when you click in this text box. Select a system variable name from the drop down menu. System Variables are the means used in the contact centre to communicate internal system information to users, agents, or customers.

Window Header

Field name	What you should do
Size	Select Normal or Small as the size of the chat window.
Round Corners	Choose from Large, Normal, Small, or None to set the shape of the window's shoulders.
Sound Alert	Choose from Default Disabled, Default Enabled, or Disabled. When Default Enabled, a sound iconappears in the window header, and a sound announces the arrival of a new message. When Default Disabled, a blocked sound icon appears in the window header. The contact can enable or disable the sound alert by clicking on the icon.
Close Button	Select Yes if you wish the Close or Minimise icons to appear in the header.
Alert Tone	Choose from Small Bell or Airplane Ding.
Background Colour	Use the Colour Selection Tool to set the Background Colour.
Font Colour	Use the Colour Selection Tool to set the Font Colour.

Chat Header

Field name	What you should do
Enabled	Select Yes if you wish to enable the Chat Header.
Information Colour	Use the Colour Selection Tool to set the Information Colour.
Size	Choose between Normal or Large.
Information Text	Enter text here that will appear under the agent's name.
Agent Name Colour	Use the Colour Selection Tool to set the Agent Name Colour.
Show Avatar	Select Yes if you wish to show the agent's avatar.
Background Colour	Use the Colour Selection Tool to set the Background Colour.
Avatar Shape	Choose between Square or Circle.
Background Image	If a background image is required, click on Choose File to open a windows browser window in which you can select an image file.
Remove Image	Click the Check Box to remove the current background image.
Logo	If a logo is required, click on Choose File to open a windows browser window in which you can select an image file.
Remove Image	Click the Check Box to remove the current logo.

Conversation Area

Field name	What you should do
Font Colour	Use the Colour Selection Tool to set the Font Colour.
Balloon	Choose between Classic and Modern to set the balloon style, or choose Disabled to remove chat balloons from the chat session.
Background Colour	Use the Colour Selection Tool to set the Background Colour.
Show Time	Select Yes to have the Text Arrival Time displayed next to each balloon.
Agent Message Colour	Use the Colour Selection Tool to set the Agent Message Colour.
Show Agent Name	Select Yes to have the agent name added to their conversation balloons.
Agent Balloon Colour	Use the Colour Selection Tool to set the Agent Balloon Colour.
Typing Text	Enter the message that will be displayed to the contact when the agent is typing their message, e.g. "Typing...".
Contact Message Colour	Use the Colour Selection Tool to set the Contact Message Colour.
Height	Choose from Normal or Tall to set the height of the conversation area.
Contact Balloon Colour	Use the Colour Selection Tool to set the Contact Balloon Colour.

Type Area

Field name	What you should do
Font Colour	Use the Colour Selection Tool to set the Font Colour.
Number of Rows	Set the number of rows each balloon can contain. Choose a number between one and four.
Background Colour	Use the Colour Selection Tool to set the Background Colour.
Default Text	Enter the text that will be displayed to the contact in the typing area, e.g. "Type your message here and then press Enter".

Window Footer

The footer area is not editable by default. Contact your service provider to discuss changes to the footer

Colour Selection Tool

Click on the colour display to open a colour selection tool with the current windows theme colours and windows standard colours.

Click on Web Colours to open a more extensive selection of colours.

Alternatively, enter the HTML Colour Hex value (e.g. #D60094) into the text entry field.

2. Display Chat Themes

This feature allows Workspace Administrators to navigate the list of chat themes.

From this list you can add, edit, delete or simply view chat themes.

Open the Workspace.
Select Chat Themes from the Resources menu.

For each file, the list displays the following details:

Column	Contents
	Select/Deselect the theme. If the theme is currently being used by a chat campaign, that theme cannot be selected for deletion.
Theme	The Theme Name is displayed. The Organisation default chat theme is labelled as such in this column.
Description	A brief description of the purpose for this theme.
Updated By	The name (first name and last name) of the user who most recently edited the theme.
Updated On	The date and time at which the theme was most recently edited.
	An edit icon appears if the mouse pointer is hovered over a file record. Click the Edit icon to open the Add or Edit Chat Theme dialog.
	An preview icon appears if the mouse pointer is hovered over a file record. Click the Preview icon to open a display of a chat session based on the theme.

Quick Search

If you know the Theme Name, enter it into the Quick Search field and click on the search icon to locate the theme with that name.