Setting Up SimpleChat Channels

Set up channels in which the service is provided (Facebook, WebChat, SMS, Twitter, WhatsApp).

You can set up multiple channels of the same type, for example for different phone numbers or different pages on the web site, so that conversation in each channel will be routed to different users, for example by language or business area, such as service or sales.

To add a new SimpleChat Channel:

  1. From the Settings menu, select SimpleChat Channels under the SimpleChat section
  2. Click the New button, set the fields as listed below and finally click the Save button

The fields in the Channel Settings section vary depending on the type of channel you need, and are set as detailed in the following sections. The other settings listed below are relevant to all channel types.

Operation Settings section:

  1. Default Destination Queue: The queue to which the conversation will be routed to by default if no queue has been specified in the reply that the customer has selected to the last question (otherwise the system will route the conversation to the queue defined in the last answer).
  2. Auto Route to Queue: When a conversation is received during work hours, it will automatically be routed to the default destination queue. This flag should be deselected only if you want to implement a workflow with another logic to route to a queue, and then the workflow must perform the action of routing to a queue by creating a Queue Item record and associating to it the desired queue and the created conversation
  3. Outgoing Conversation: When making an outgoing conversation, if Always Display is selected display immediately in the SimpleChat panel, otherwise, if Display Upon Reply is selected, display in the SimpleChat panel only when the customer has responded to the outgoing a message
  4. Agent Greeting: The message that will be displayed to the customer when the conversation is routed to an agent, such as "You are now transferred to an agent" or "{firstname}" to display the agent's name
  5. Agent Label: The text to be displayed before each message sent by an agent, such as "Agent" or dynamic user information within curly brackets such as "{firstname} {lastname}" to display the full agent name
  6. Service Schedule: Depending on the schedule, it is determined whether the conversation was created during the hours of operation or outside the hours of operation. In addition, by default, if a conversation is created outside the opening hours, it is automatically closed.

How to create a service schedule is detailed ahead. The service schedule must be given a unique name to link to the relevant channel.

  1. Apply Business Closures: Further examination of business hours even by the dates when the business was closed. Lets you set up days with partial hours such as holiday eve.
  2. Close Activity: When a conversation is received outside the hours of operation or when the business was closed, it is automatically closed. The flag should be deselected if you wish to exercise a workflow with a different logic, such as a decision depending on the subject of the conversation or its urgency
  3. No Service Message: The message to the customer when the activity is closed automatically when the conversation is received outside the hours of operation
  4. Time For First Response (Seconds): The time from starting to wait for a free agent until an agent is supposed to reply to the customer. Sets the due date, according to which the conversation is prioritized from other conversations that are awaiting to be routed to an agent
  5. Time For Next Responses (Seconds): The time from receiving any additional messages from the customer in the conversation until an agent is supposed to reply to the customer. The color of the activity card in the SimpleChat panel changes to yellow when the time gets near and changes to red when it has elapsed
  6. Alert (Seconds): How many seconds before an agent needs to respond the activity card will change its color to yellow in the SimpleChat panel
  7. Bot During Work Hours: The questions that the bot will ask if the customer's conversation is received during business hours. At the end of the bot can transfer the conversation for further handling by an available agent or even close the conversation on its own, if the customer request was fully treated by the bot

For more details on how to set up a bot, see the Setting up bots section below

  1. Bot Outside Work Hours: The questions that the bot will ask if the customer's conversation is received outside the business When a follow-up question is not defined for a selected answer, the newly created conversation will be closed automatically by default

For more details on how to set up a bot, see the Setting up bots section below

  1. Completion Bot: a bot that will be activated when the conversation is finished, before it closes, for example to fill out a survey

For more details on how to set up a bot, see the Setting up bots section below

  1. Answer Wait Time (Seconds): Default time limit for waiting for an answer in the Last Answer field, unless a value is defined in the corresponding field in the question. Once the time is up the the bot will proceed to perform the follow-up operation No Response
  2. Max Retries: Default for the number of times a bot will try to repeat a question that was answered illegally, unless another value is defined in the corresponding field in the question. Once the amount of attempts is reached the bot will proceed to perform the follow-up operation Invalid Response
  3. Convert Location to Address: Check this option to convert the location coordinates sent by a customer in response to a Location question to an address, provided you have defined the location service provider, as detailed in the General SimpleChat System section.

Note: Running the service may involve the provider's usage costs

  1. Enable Sentiment Analysis: Check this option to enable sentiment analysis, provided you have set up a connection to Azure Cognitive Services as specified in the General SimpleChat Settings As a result, the system will display happy or sad smileys according to the weighted sentiment analysis from the last messages the customer sent

Note: Running the service may involve the provider's usage costs

No Available Agents section:

  1. Wait Bot Start: Select whether a bot will be activated Every time the set time has elapsed or only Once, after the set time has elapsed
  2. Wait Timeout (Seconds): The number of seconds to wait before the bot is activated while waiting for an available agent
  3. Wait Bot: The bot that will be activated while waiting is too long for the representative to be vacated. At the end, the call will be returned to the queue and its position in the queue will be saved, according to its priority

For more details on how to set up a bot, see the Setting up bots section below

File Upload section:

  1. Enable File Upload: Check the box to allow receiving files from the customer in this channel. On the WebChat channel an upload button (paper clip icon) will be displayed to the customer, in the other channels if the field is not marked and the custom sent a file the action will fail
  2. Started Message: A message that will be sent to the customer immediately at the beginning of the file upload process, even before whitening, if the field is not empty, otherwise a default message from SimpleChat Settings will be used

Note: The message will only be displayed on private channels, not on a public channel such as Facebook

  1. Completed Message: The message that will be displayed to the customer upon completion of the file upload process successfully if the field is not empty, otherwise a default message from SimpleChat Settings will be used

Note: The message will only be displayed on private channels, not on a public channel such as Facebook

  1. Attachment Blocked Error / Failure Message: The message that will be displayed to the customer who tried to upload a file if the field Enable File Upload is unchecked, otherwise the message that will be sent to the customer if the file upload process fails. If the field is empty, the default message from SimpleChat Settings will be used

Note: The message will only be displayed on private channels, not on a public channel such as Facebook