Home > Help Desk > Knowledge Base > Multichannel Engage > Web Chat > Chat Rules

Chat Rules

Table of contents
No headers
  1. Chat Rules

 

These rules apply to each of your web chat queues. 

 

  • When a chat arrives outside of business hours (hours within office hours are defined on the channel settings – Business Hours’ Time of Day Rule, thus any time outside of this rule is deemed to be out of hours)
  • Display Chat Window – select this option if you do not want the customer to have any knowledge of your business / operating hours, thus they will be entering the details of their chat enquiry and waiting for an agent to possibly be available.
  • Redirect to URL – select this option so that when you are outside of your defined chat business hours that any customer initiating a chat with you will be re-directed to the url that you define here.  This allows the customer to input details in to a web page that could then be forwarded into MC for processing as an email.
  • Redirect to enquiry form - select this option so that when you are outside of your defined chat business hours that any customer initiating a chat with you will be re-directed to the enquiry form you define here. This allows the customer to input details in to an Enquiry Form developed within MC Admin that could then be forwarded into MC for processing as an email. See section on Enquiry Forms.
  • Display message – select this option so that when you are outside of your defined chat business hours that any customer initiating a chat with you will be displayed the message you define here.
  • When the chat channel is not available
  • Display Chat Window – select this option if you do not want the customer to have any knowledge of you having set your chat channel to being not available, thus they will be entering the details of their chat enquiry and waiting for an agent to possibly be available.
  • Redirect to URL – select this option so that when you have shut down your chat queue that any customer initiating a chat with you will be re-directed to the url that you define here.  This allows the customer to input details in to a web page that could then be forwarded into MC for processing as an email.
  • Redirect to enquiry form - select this option so that when you have shut down your chat queue that any customer initiating a chat with you will be re-directed to the enquiry form you define here. This allows the customer to input details in to an Enquiry Form developed within MC Admin that could then be forwarded into MC for processing as an email. See section on Enquiry Forms.
  • Display message – select this option so that when you have shut down your chat queue that any customer initiating a chat with you will be displayed the message you define here.
  •  
  • When no agents are available (Note:  No agents available means that there are no agents logged in with chat channel processing rights with their agent state set to ‘available’.  Should an agent who is capable of processing chat be logged in but on a break / offline then this rule will be applied. If an agent is logged in and available and are currently processing a chat message then the agent will be deemed to be ‘available’ and this rule will not be applied.
  • Display Chat Window – select this option if you do not want the customer to have any knowledge of you not having any agents capable of processing chat messages logged in, thus they will be entering the details of their chat enquiry and waiting for an agent to possibly be available.
  • Redirect to URL – select this option so that when there are no agents capable of processing chat messages logged in to Multichannel.  This allows the customer to input details in to a web page that could then be forwarded into MC for processing as an email.
  • Redirect to enquiry form - select this option so that when there are no agents capable of processing chat messages logged in to Multichannel the customer will be re-directed to the enquiry form as defined here. This allows the customer to input details in to an Enquiry Form developed within MC Admin that could then be forwarded into MC for processing as an email. See section on Enquiry Forms.
  • Display message – select this option so that when there are no agents capable of processing chat messages logged in to Multichannel so that any customer initiating a chat with you will be displayed the message you define here.

 

 

You must to post a comment.
Last modified

Tags

This page has no custom tags.

Classifications

This page has no classifications.