See AlsoTalisma Chat enables you to chat with Contacts or potential Contacts who are browsing your corporate Web site. Talisma Chat supports two types of Chat - Proactive and Reactive.
Using Talisma Chat, you can start a chat session with a visitor. This is termed Proactive Chat. Alternatively, a visitor from the corporate Web site can initiate a chat session to which you can respond. This is termed Reactive Chat.
When a chat request arrives in the Talisma Chat Workspace, Talisma checks for the following details before routing the request to a specific User:
• All Users who are logged on and are available for chat.
• Users who have Permissions in the Team to which the request has been routed.
• Users who have the Use Media Chat Permission.
When routing a chat request to a User, Talisma checks for:
• Team Routing Rules.
• User Assignment Rules.
For more information about Rules, see Talisma Business Administrator Help.
In Talisma Chat, Supervisors and chat Users require chat-related Permissions to perform tasks in the Talisma Chat Workspace. The required Permissions are listed in the relevant topics.
Prerequisites to Set Up and Start Working With Chat
• To utilize Talisma Chat, treatment code is applied to the Web pages of the corporate Web site. For more information about treating a Web page, see Talisma Business Administrator Help.
• The System Administrator must install Talisma Web Components.
• From Talisma Business Administrator, the Business Administrator User must:
◦ Specify the Chat Cluster URL system option.
◦ Define Global and Default Team Options.
For more information about the Business Administrator User's tasks, see Talisma Business Administrator Help.
• In Talisma Client, the Available for Chat option must be selected. If the Available for Chat option is not selected from the Tools menu, you can:
Go to the Talisma Chat Workspace.
◦ Initiate a Proactive Chat session.
◦ Supervise chat sessions (if you have the Manage Media Chat Permission).
However, you will not be:
◦ Listed in the Teams/Users pane of the Manage tab.
◦ Available for Transfer, Conference, and Internal sessions.
◦ Routed chat requests from visitors.
The maximum number of chat requests that can be routed to you is defined under Media Load Options specified for you in Business Administrator.
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Note The following protocols are supported in the Talisma Chat Workspace: http, https, ftp, gopher, wais, and news. Only those URLs starting with these protocols are hyperlinked in the Transcript pane, and when clicked, they are displayed in a separate browser window. |