Conversation
Intro
This card gives an overview of the conversation template, explaining what the different fields do.
Product
- Mobile Service Cloud
Resolution
TEMPLATE NAME:
As you might expect, the name of the conversation template, this will be shown in the dropdown menu for selecting a template in the web store settings.
custom stylesheet url:
When the customer has a custom design made, this field will be used to enter the form.css URL. This URL contains a CSS file with the styling for the chat widget.
Anonymous chat:
When enabled, the customer will not be asked to enter their details before starting a new chat conversation. This will mean the agent has no name, phone number and e-mail address available in the customer profile. Customers will be given a randomly generated number.
ASK for subject:
When enabled, a new input will appear, enabling the client to enter a predefined selection of subjects. When left empty, the customer will have the option to enter a subject manually, this field can not be set as required.
Offline mode widget:
Determines the text for the widget when no agent has an online presence.
Form title:
The main title displayed in the widget header.
Introduction text:
The text displayed as when the customer first opens the widget.
Response after message:
The confirmation message returned when the customer's conversation is created in MSC.
Online mode widget:
Form title:
The main title displayed in the widget header.
Introduction text:
The text displayed as when the customer first opens the widget.
Response after message:
The confirmation message returned when the customer's conversation is created in MSC.
Waiting message:
A message sent when the customer has been waiting for the set amount of time, keeping them updated on the situation.
Show after: determines after how many seconds of no answer the set message is sent.
Not available message:
A second message sent when the customer has been waiting for the set amount of time, keeping them updated on the situation.
Show after: determines after how many seconds of no answer the set message is sent.
Response when chat is forwarded:
Only used when personal avatar has been enabled in Contact tab
When the status of the agent displayed in the contact tab is no longer available due to a status change between opening the widget and sending the first message, the message will thus arrive with a different agent. This message will be sent to the customer in order to inform them of the change in agents.
Response when nobody can answer the chat:
When the status of all agents has been changed to a status with no online presence, this message will be sent to the customer, advice would be to ask the customer to leave contact information in order to get an answer through a different channel.
Response after rating:
When user rates answer with
The response given when the customer rates the conversation with a positive rating.
When user rates answer with
The response given when the customer rates the conversation with a neutral rating.
When user rates answer with
The response given when the customer rates the conversation with negative rating.
