Unity Contact Center WEB Chat Setup User Manual
- June 25, 2024
- UNITY
Table of Contents
Unity Contact Center WEB Chat Setup
Product Information
Specifications
- Product Name: Unity Contact Center
- Feature: Web Chat Media Stream
Product Usage Instructions
Media Streams are created within Queues. From within the portal, select the Queue where you want to create the Media Stream.
To set up a Web Chat, follow these steps:
- Click on Media Streams in the Queue section.
- Click Add Media Stream.
- Enter the relevant Web Chat configuration and any automatic responses.
At the bottom of the Media Stream profile page, you can customize the Web Chat using different colors, avatars, text, and locations.
After configuring the Web Chat, click Add Media Stream and then go back to the Media Stream profile by clicking View. Click Test Stream at the bottom of the page to preview how the Web Chat will behave and get the HTML code needed to embed it on a webpage.
A routing phase is a rule that determines who should be alerted when a new Web Chat conversation comes in. Follow these steps to add a routing phase:
- Go to the Contact Center Media Stream menu.
- Click Add Phase.
- Fill in the required fields and add desired users.
- Click Add Phase to save.
Once you have created a Web Chat Media Stream and added routing phases, agents assigned to the Queue should restart their Unity client. The new Queue/Web Chat Media Stream will then be available on the Personal Wallboard.
For more detailed instructions, refer to the full-length user guide.
FAQ
- Q: How do I brand the Web Chat using different colors and avatars?
- A: You can brand the Web Chat at the bottom of the Media Stream profile page by customizing colors, avatars, text, and locations.
Choose a Queue
- Media Streams are created within Queues. From within the portal select the Queue that you want this Media Stream to be created within.
Adding a Web Chat Media Stream
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To set up a Web Chat click Media Streams in the Queue section and then click Add Media Stream. Enter the relevant Web Chat configuration and any automatic responses.
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At the bottom of the Media Stream profile page, you can brand the Web Chat using different colors, avatars, text, and locations, as shown below.
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Click Add Media Stream and then go back to into the Media Stream profile by clicking View. Click Test Stream at the bottom of the Media Stream profile page, as shown below.
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The portal will then show you how the icon will behave and provide you with the HTML code that you need to copy and paste into any webpage where you want to Web Chat to appear on.
Adding a Routing Phase
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A routing phase is a rule that instructs the Contact Center who to alert when a new Web Chat conversation comes in. Routing phases are managed through the Contact Center Media Stream menu, as shown below.
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To add a new routing phase click “Add Phase”, fill in the required fields, add the desired users, and then click Add Phase.
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You have now successfully created a Web Chat Media Stream, the Agents assigned to the Queue in the routing phase should restart their Unity client. Once they have done that the new Queue/Web Chat Media Stream will be available in the Personal Wallboard.
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Please refer to the full-length user guide for more information and in-depth instructions on setting up and using the Unity Contact Center.