Configuring the Chat Medium

Configuring the Chat Medium consists of the following tasks:

•   Customizing Default and Global Team Options.

•   Defining a Proactive Filter if Proactive Chat is configured.

Customizing Default and Global Team Options

Chat Media Options are settings that the Business Administrator User must set. These Options enable the Chat server to perform specific tasks when CampusNexus CRM receives a chat request.

Two types of Options are available for Chat: Global and Default Team Options.

While Global Options are used to define global settings to enable the Chat Server to perform tasks when a chat request is received, Default Team Options are used to customize chat interfaces, messages to visitors, and wait time at the Team level.

Example  

•   Each Chat Team in WorldWaves likes to send a unique standard response to visitors when chat Users initiate a new chat session.

To define a standard response, you can select your Team and define the value of the Default Team Option “Welcome message to the Chat center” as “Hello. How may I help you?”. This message is displayed only to those visitors whose chat requests are routed to your Team.

•   WorldWaves likes to send a common message to any chat User when a Supervisor takes over the User’s chat session.

To define the common message, you can specify the value of the Team Option “Supervisor barge-in message” as “The Supervisor has taken over this chat session.”. This message is displayed to Chat Users whose chat sessions have been taken over by the Supervisor, irrespective of the Team to which they belong

Note 

Media Integration is available with the SDK-enabled version of CampusNexus CRM. For more information, contact the application vendor.