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Chat completion codes are configured in the Queue configuration settings ‘Completions’ tab as per usual queue setup
Automatic messages can be configured for customer chat initiations outside the Chat Queue operational hours within the ‘Chat’ tab
Chat transcripts can be automatically sent to Email as required. SMTP Sender Profile will be required to be configured. NB: with CRM integration, chat logs will be stored within CRM as required
Selecting the ‘Auto Callback’ option will change the Chat web form into a callback form. This means that the information entered will be added to a configured callback CyTrack Campaign, which then points to a CyTrack CyCall outbound calling queue.
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Supervisor Screen
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Configure CyChat
A Chat Source must be created from the CyChat administration page. The chat source information will be matched against the CyCX configuration shown in the next section. Please click here for more information. NB: To get to the Chat Admin page refer to this page.
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As with all Queues, a supervisor may use the CyDesk Manager to move agents around queues, and see snapshot information and statistics relating the queues.
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Create & Configure Chat Queue
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