To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Communication Channels
Discussion List
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Allow customers to initiate a chat when no agents are availableContent On our customer portal when there are no agents free to chat, the customer is able to initiate a chat with a wait message. How do I enable this same behavior on … -
Chat - Welcome message - VariableContent Hi I have a customer who asks me to change the welcome message from the chat (standard text CHAT_GREETING_MSG), and this standard text contains a variable . Do y… -
How to show the agent in the chat toastContent Hi all, I need to show the agent (name) in the chat toast when it comes up. I know the list of informations shown in that toast can be set in here: CHAT_ALERTFOR…
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Chat multi login is prohibited or allowed,Content If I login to my ID at computer A, can I also login to computer B to use chat service?? -
Wrong contact associated with chatContent Hi, We have a scenario in which, an end user initiate chat with only First name and last name. When the chat is terminated, it creates a contact if the contact d…
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Automated message to end user during chat.Content Is it possible to create a message that would post to the end user after x amount of time with no response? For example, if an end user has not replied to an age… -
Satisfaction survey by ChatContent Hi all! Have a problems to send a satisfaction survey for Customers. Could you help me? what I need is: After the session be finished, the Customer receive the s…User_2025-02-01-03-40-13-219 19 views 6 comments 0 points Most recent by User_2025-02-01-03-40-13-219
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Chat agent availability controlsContent Is there a way to have the availability change to unavailable after a certain period of time if for example and agent walks away from their desk? OR Is there a w… -
Additional chat link appears on siteContent We have an additional chat link on our site and I have removed the rule from the site, and the link still appears. It appears after a 2 second page load delay. H…
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launching with known email addressContent Our support site is a separate entity from our sales site and control panel. During a sale, the customer may have given their email address during checkout and w…
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Getting Started Guide for Visitor Browser History and Page PeekContent How do I get started using the chat features, Visitor Browser History and Page Peek? This document provides step-by-step instructions on how to deploy the Chat f… -
Modify the logo on chat_landing page and link urlContent I add a new widget to replace the standard widget RightNowLogo and I add the code to the chat_landing.php In my base.css the code is as follows: .rn_ALogo a { ba…
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Custom message in ChatContent Hi all! I need put the number to incident when the chat is opened to Customer. Data Messages: key -> CHAT_GREETING_MSG. Default text: Hy, my name is . Can I help…
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Weighted ChatsContent I'm wondering if there is a way to weight Chats? example: 60% to one group and 40% to another? By Group, By Profile? Thank you in advance, Cornelia Cannon
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Question on Chat business rule actions - requeue in X secondsContent My apologies - initial post said I was setting ignore_preroute to false - that's wrong. I'm trying to understand how the chat rules work, and 2 things are stumpi…
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Guidelines for deploying Syndicated Chat WidgetsContent Hi everyone, You can find a new post with 'Guidelines for deploying Syndicated Chat Widgets' here: Guidelines for deploying Syndicated Chat Widgets -Jessica
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Best Practices for Co-browsing During Chat InteractionsContent When a customer is having trouble finding or doing something online, such as completing a purchase or utilizing self-service tools, it can often be easier for an… -
Enhanced Console: Cursor Issues on Live ChatContent Hi All, Not sure if anyone else has had this problem on the enhanced console but I'm just posting here so that you know you're not alone if you are having the sa…
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Co-Browse launched but not startingContent Hello everyone, We are currently trying to use the Co-Browsing built-in feature but it's not working. The issue behaviour is as follow: * We send a Co-Browse req…
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Default Chat Queue QuestionContent Good Day Everybody, For some reason I swear I read once that if a profile doesn't have the Default Chat Queue, it will not count towards the agent availably (pre…User_2025-02-03-20-25-38-604 44 views 3 comments 0 points Most recent by User_2025-02-03-19-25-42-606
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Two Conditional Chat Links on same pageContent Good Day, We are trying to offer chat in two different languages (English & Chinese) we have both an English interface and a Chinese interface. Is it possible to…User_2025-02-03-20-25-38-604 11 views 3 comments 0 points Most recent by User_2025-02-03-20-25-38-604
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Co-browse Launch Buttons - Best PracticesContent To start a co-browse session during a voice interaction, a customer needs to click a co-browse launch button present on the company website. This paper outlines …
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Advanced routing for Chat based on product fieldContent Hi All, Requirement: We are trying to setup advanced chat routing to skilled Agents based upon the product selected by the customer on the CP Chat Launch Page. S…
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Chat RoutingContent Hi, I was hoping to get some assistance with Chat routing. What I'm looking to do is rout customers by the product they're selected, as well as their language. I…
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Any way to remove any customer from chat queue in live chat?Content Is there any way that an agent can remove customers from the chat queue if there are several customers in chat queue and an agent is already talking to a custome…
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Send Chat ResponseContent Chat agents would like to be able to 'Enter' instead of having to select 'Send' to have their response sent to the customer. Have checked answer workspace option…User_2025-02-03-19-39-14-556 27 views 2 comments 0 points Most recent by User_2025-02-03-19-39-14-556
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Co Browse Perimium widget (V4)Content Hi Friends, We are using the Co Browse Premium (V4) for a chat implementation. When the Co Browse Premium is successfully enabled on the external page we see the…User_2025-02-03-19-33-30-493 23 views 4 comments 0 points Most recent by User_2025-02-03-19-33-30-493
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Is it possible to remove 'Full Control' from the Co-Browse 'state' options?Content We want to use Co-Browse, but limit the agent to View or View and Point. Is this possible?User_2025-02-03-17-48-06-016 21 views 5 comments 0 points Most recent by User_2025-02-03-17-57-42-715
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DataContext isn't set to a valid EmailHeaderViewModelContent Has anyone seen this before? It popups as soon as I create a new incident while in chat wrap-up mode. We recently upgraded to November 2014 release. -
Custom Field not being transferedContent Good Day Everybody, I have a custom incident field that is exposed on the agent workspace. When the agent transfers the chat, this custom field is set to "No Val…