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Chat Campaign Configuration Guide

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.

Chat session transcripts can be viewed in Chats.


1. Add or Edit Chat Campaign

  1. Open the Workspace

  2. Select Configuration from the Campaigns menu

    1. To add a new campaign:

      • Click Create Campaign

      • Select Chat campaign from the drop-down selection list

      • Click Create. The Campaign Configuration wizard opens

    2. To edit an existing campaign:

      • Select the campaign you wish to edit

      • Click Edit next to General Settings

  3. Enter the Campaign Details as described in the tables below

  4. Click Next to progress through the wizard when creating a new campaign, or click Save for any changes to an existing campaign


2. View 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. 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. 


3. Chat Campaign Configuration

General Settings

To configure the general settings for the Chat campaign, click the Edit button on the campaign details page next to General Settings.

Field Name

What you should do

Campaign Title

Enter a meaningful name for the campaign.

Campaign Description

Enter the description of the campaign.

Campaign Folder

Select a Campaign Folder from the drop down selection list.

Teams

Select the teams assigned to the campaign

Schedule

Select the operational hours calendar from the drop down selection list.

Chat Theme

Select a theme from the drop down selection list. Themes are defined in Resources > Chat Themes.
The default theme is set in Organisation Settings.

Surveys

Pre-chat Survey

When a chat campaign is created, a default survey named Pre-Chat is created.
Pre-chat has a Name entry field, an Email Address entry field and a Start Chat button.
The text entry fields are mapped to Contact fields for the campaign.

Post-chat Survey

Select a Survey from the drop down selection list. Surveys are defined in Surveys from the campaign details page

After-hours Survey

Select a Survey from the drop down selection list. Surveys are defined in Surveys from the campaign details page.

Present Abandoned Chats to Agent

Click in the checkbox to enable/disable this feature. The default setting is disabled.

 If disabled:

  • When a contact abandons a chat request, it is removed from the queue and is not presented to an agent

  • The Abandoned count increases by one

  • The chat is not displayed in the Chats module as there is no agent involvement

  • The Abandoned Chats report includes the details of the chat.

If enabled:

  • When a contact abandons a chat request, it remains in queue and is presented to an agent. The agent sees a system message in the conversation area saying that the chat request has been abandoned

  • The Abandoned count increases by one

  • The chats is displayed in the Chats module as there is agent involvement

  • The Abandoned Chats report includes the details of the chat.

Timezone Settings

Region

Select the appropriate region for the campaign. This setting populates the timezone drop down list box below with the available time zones for that region.

Timezone

Select the appropriate timezone for the campaign. This setting is applied to check whether the contact centre is operational when a chat request is received.
The default value for this setting is the Organisation Timezone.

Date display format

Multiple formats are supported, reflecting the main date formatting conventions used around the world.
The default format is: dd/mm/yyyy

Emails

Email Channel

Select the email channel from the drop-down. Organisation default email channel is selected by default

Email Templates

Click Add email template to add an email template to the campaign

Service Level

Service Level Period

This setting will dictate how chat response times are reported.

Response Time Threshold

After the agent has started chatting with customer, if they do not respond to the customer inside this duration, the customer name is highlighted and an orange bar becomes visible.
The default value is 20 secs. 

Security Settings

Restrict URLs

Click in the checkbox to increase the security for the Chat Request link on your website.
When enabled, the Allowed URLs text entry field becomes visible.


3. Add Chat Canned Responses to a Campaign

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

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

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

  4. Click Edit next to Chat canned responses. Go to the Unassigned tab.

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

  6. Click Assign.

To remove a template from the campaign, go to the Assigned tab, hover over the row with the response to remove and click on the Delete icon on the right. This only removes the canned response from the campaign; the response itself is not deleted from the list of chat templates. 

Any configured chat canned responses are shown in the following list, which has these columns:

Column

Contents

Snippet

The name of the canned response used like a shortcut key

Canned Response

The canned response details


4. Chat Surveys

Below the main Campaign Details display, click Edit next to Surveys which allows you to view, add and delete chat surveys that will be accessible for use by agents in the campaign.

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

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

  4. Click Edit next to Surveys

Add a Chat Survey

To add a new chat survey to the campaign, click the Add chat survey button in the header. Define the title and a description and click Save.

To edit a new survey or an existing survey, select the survey title under Survey Pages to display the Page Preview. In the Page Preview area, click the Edit icon to open the survey editor. Once complete, click Save.


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

  4. Click Embed Code

  5. 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

CODE
<div id="chat_sa5bo6jt"><script type="text/javascript">
    (function() {
        var cs = document.createElement("script"); cs.type = "text/javascript"; cs.async = true;
        cs.src = "https://yourinstance.ipscape.com.au/webchat/chat-uri.js";
        var s = document.getElementsByTagName("script")[0];
        s.parentNode.insertBefore(cs, s);
        cs.onload = function(){
            Chat.init({"container":"chat_sa5bo6jt","key":"sa5BO6JTmV9tisgUmWwuVBOwyv8XAZrTzbvG1uzEjs4","src":"yourinstance.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

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'
                    '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

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'
                    'style':
                    { 'z-index': 10000 }
                });
            }
        })();
    </script>
</div>

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