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Messaging

Messaging scenario entries (formerly called Mobile/web scenario entries) are used to associate scenarios with contacts requested via mobile and web applications.

To set up and manage such associations, select the Messaging option from the Scenario Entries menu. Messaging scenario entries are configured in two tabs, Properties and Chat widget.

Scenario Entries > Messaging

Properties

Messaging scenario entry properties are configured in the Properties tab.

Name

Name is the name of this scenario entry. This field is mandatory and must be unique within the contact center.

Unique identifier

The Unique identifier is generated by the system for this scenario entry. This identifier must be used as Application ID in the mobile and/or web applications that will connect to your contact center via this scenario entry. For more information, see section General Information of the Bright Pattern Mobile/Web API Specification.

Scenario

Scenario is the Chat scenario that will process chat requests arriving via this entry point.

Service

This is the service associated with this scenario entry. Entering a service is optional. See the corresponding description for the Dial-in scenario entries for more information.

Default Service for voice callback

Select the voice service to be used when a customer requests a voice callback during a mobile or web chat interaction. The Default service for voice callback drop-down menu displays the voice services that have been added to Services & Campaigns.

Hours of Operation

Hours of Operation (HOP) refers to the schedule for this scenario entry point. This field is optional. See the corresponding description for the Dial-in scenario entries for more information.

Web HTML snippet

Web HTML snippet provides access to the web elements of the chat application that customers will use to access your contact center via the given scenario entry.

You can either use an out-of-the-box chat application hosted by your service provider, or you can create your own application.

To use the out-of-the-box application, click the HTML snippet button, copy the HTML snippet code, and embed it into your web page(s). Normally, it is not necessary to change the default client web server hostname. You will do so only if instructed by your service provider.

To create your own application, click the Client application button. A zip file with the code of the out-of-the-box application (see above) will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Co-browsing

During a web chat, co-browsing functionality allows the agent to view the customer’s screen and follow the customer’s scrolling movements. Co-browsing is initiated during the chat by the customer--not the agent--and screen sharing ends when either the customer clicks Stop or when the chat is terminated. Co-browsing is configured in the code (see section HTML Snippet above) of the chat application that customers will use to access your contact center. To allow and configure co-browsing for your web chats, you must have system access to either your tenant’s HTML snippet code and/or your organization’s web page itself.

How to Enable Co-browsing

In Contact Center Administrator, navigate to Scenario Entries > Mobile/Web.
Select the desired chat scenario entry.
In the Properties pane, click the HTML snippet button, and copy all of the code to your clipboard.

HTML Snippet
Paste the copied HTML code onto your web page. This embeds the chat application into your web page. Do not hit Publish yet.
At the bottom of the code, beneath sound_notification_file, hit Return and paste the following: togetherJS_enabled : true,
Publish the web page and refresh any active chats.

How Co-browsing Works

This additional code (togetherJS_enabled : true,) causes the chat application to display the Co-browsing button to customers during active chats. When the customer clicks the Co-browsing button, a URL is sent to the agent in the chat message.

Co-browsing during live chat

When the agent clicks the URL, the customer’s screen appears on the agent’s screen. The agent can follow the customer’s scrolling movements and view the customer’s screen only.

An orange hand icon, along with the label “Viewer”, is displayed on the customer’s screen to indicate that an agent is currently viewing the screen in Co-browsing mode. Similarly, the agent will see a circle icon that indicates the agent is viewing the customer’s screen.

The orange hand icon indicates an agent is viewing the customer's screen

Co-browsing is turned off when the customer clicks the Stop button on the active chat window.

The customer clicks the Stop button to end co-browsing

Requested skills

Requested skills are the auxiliary skills that the agents must possess in order to handle chats arriving through this scenario entry. This field is optional. See the corresponding description for the Dial-in scenario entries for more information.

Parameter expected

Parameter expected is the parameter that may be expected by the scenario in session requests coming from the mobile applications (e.g., customer’s name). These parameters are optional. They may be used, for example, to look for the most qualified agents to handle the requested chat sessions and/or to display user information for the agents. For more information, see section Expected parameters of the Mobile/Web API Specification.

To define a new parameter, click add, select the parameter type, and specify its name. To edit or remove existing parameters, hover over their names.

SMS/MMS access numbers

Bright Pattern Contact Center enables customers to request and carry on chat conversations via SMS/MMS. Such SMS/MMS-based chat requests are initially made to a dedicated access number. Subsequent treatment of such requests, including routing, Agent Desktop, and reporting, is no different from the processing of regular chat sessions.

Use this setting to specify the number that the customers will use to initiate such SMS/MMS chat conversations. Note that this must be an access number assigned to you by the service provider and dedicated to SMS communications (i.e., an access number that appears in the [number]/SMS/MMS format in the Access Numbers list view).

You can assign more than one access number to one scenario entry, but the same number cannot be assigned to multiple entries.

Connect agent by phone automatically

Any mobile application contact is initially presented to the agent as a chat request. However, if the mobile application transmits the customer’s mobile phone number, this number will be displayed at the Agent Desktop, and the agent can call the number to establish a voice call with the customer. Select the Connect agent by phone automatically checkbox if you wish for such voice calls to be initiated automatically whenever the phone number is available.

Connect after delay of

If you selected the Connect agent by phone automatically checkbox, you can define how quickly the automated call to the customer mobile number will be initiated. A slight delay may be desirable if, for example, the agent needs some time to review information that comes with the original request.

Queuing priority

Queuing priority is the priority of interactions arriving through this scenario entry. This field is optional. See the corresponding description for the Dial-in scenario entries for more information.

Chat nick for system messages

Chat nick for system messages is the name that will be displayed to the customers when they get automated chat responses through this scenario entry (e.g., during an initial data collection stage). By default, this is the name of your contact center (tenant name) that is defined at the service provider level.

How long an agent could wait for reply before chat times out

This is the amount of time (in minutes) that an agent could wait for a reply before the chat interaction expires. It can be redefined for each Messaging scenario entry separately.

This setting overrides the Customer Inactivity Timeout setting.

How long a client browser may stay unresponsive before chat times out

This is the amount of time (in minutes) that the client's browser may stay unresponsive before the chat interaction expires.

Visible to agents

Visible to agents indicates whether this scenario entry shall appear in the Agent Desktop directory. See the corresponding description for the Dial-in scenario entries for more information.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. See the corresponding description for the Dial-in scenario entries for more information.

Scenario parameters

Scenario parameters are optional. See the corresponding description for the Dial-in scenario entries for more information.

Chat session icon

The chat session icon appears in the customer-facing chat window during active chat sessions.

A customer's chat session

You have the option of uploading an icon (e.g., logo, photo, etc.) on a system-wide level, which will be seen in chat windows for all customers interacting with agents in your tenant. If uploaded, this icon overrides photos that agents have uploaded to their User Profile in the Agent Desktop application, which are normally seen by customers in their active chat windows.

Leaving this field empty or removing a chat session icon allows chat windows to display the photo that an agent has uploaded to his or her User Profile (if available). From your User Profile, you can upload a chat session icon or a photo. Click Apply to save your changes.

Agents can upload photos or icons to their User Profiles in Agent Desktop

Chat widget

Chat widgets are configured at each entry in the Chat widget tab of Configuration > Scenario Entries > Messaging. A chat widget provides access to the web elements of the chat application that customers will use to access your contact center via the given scenario entry. The chat widget may be customized for color, size, fonts, font size, display elements, and more.

To edit the chat widget, click customize. The Chat Widget Configuration window will open.

Adding Chat Widgets to a Scenario Entry

To add a chat widget to a scenario entry, click the add and add widget links, and give the widget a title. In addition, a widget's configuration can be copied from another scenario entry, and multiple widgets are configured per set of matching URLs.