Chat Updates - Add or Change Live Chat • TotalWeb Partners

Chat Updates: Add or Change Chat

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1Contact Information

2Add a New or Change an Existing Live Chat?

3Add a New Live Chat

4Change an Existing Live Chat

What this form is used for:

This form is for Creating or Modifying Live Chat configurations.

A Live Chat is the TWP service that enables live conversations between an Agent (you) and your website user. Among other configurations Live Chats have an Agent queue, Working hours to enable/disable the Live Chat (across all Environments/Website Widgets the Live Chat is connected to), and automatic replies to send to a Live Chat user.

This form is NOT the form to add or modify existing Environments (Website Widgets) or Forms. Please go back to the Service Ticket page and find the appropriate form if you only want to add or modify an existing Chat or Form.

Check this box to continue*

I am on the Correct Form Based on the Form Use Text Above

Short Description*

This description will be used when contacting you via email to help you identify which ticket has been updated.

Company Name*

Your Name*

First Last

Your Email Address*

Updates about your ticket will be sent to this email address.

Please Verify You're Not a Robot Before Continuing

Name of Live Chat configuration to Modify*

Describe in Detail the Changes You Want to Your Live Chat Instance*

A list of available Live Chat options can be found by clicking the buttons below the text area.

Show or Hide Live Chat Fields

Hide Live Chat Fields

Show Live Chat Fields

Live Chat Configuration
- Name Your New Live Chat Instance:
- Which Chat Environment(s)/Website Widget(s) Should this Live Chat instance be Connected to?
Live Chat Queue Configuration
- Agent Queue
  - List Employees to be Agents for This Live Chat
- Distribute Submissions Among Employees
  - Evenly: the order of employees is of no importance; enquiries will be distributed so that each employee in the queue has an approximately equal number of enquiries.
    - Idle Time Before Forwarding To Next Agent In Queue
      - 1 minute
      - 3 minutes
      - 5 minutes
      - 10 minutes
      - 15 minutes
      - 30 minutes
      - 1 hour
      - 2 hours
      - 3 hours
      - 6 hours
      - 8 hours
      - 12 hours
  - Exactly as enqueued: the order of employees matters; an enquiry will walk the queue until an employee responds to it. Notice that an infinite queue is unavailable in this mode.
    - Idle Time Before Forwarding To Next Agent In Queue
      - 1 minute
      - 3 minutes
      - 5 minutes
      - 10 minutes
      - 15 minutes
      - 30 minutes
      - 1 hour
      - 2 hours
      - 3 hours
      - 6 hours
      - 8 hours
      - 12 hours
  - To everybody: means the enquiry will be queued to all employees available in the queue.
    This mode enables endless queue.
- Limit Simultaneous Inquiries Submitted to an Agent
  - No
  - Yes
    - Ignore Inquiries in This Status When Calculating Distribution
      - Answered: excludes inquiries to which an agent replied at least once; also closed inquiries and inquiries awaiting rating.
      - Waiting for user reaction: excludes inquiries to which an agent has replied and is now waiting for a reaction. Both closed inquiries and inquiries awaiting for rating are excluded as well.
      - Closed: excludes both closed inquiries and inquiries awaiting rating.
    - Maximum Inquiries per Agent
- Check that an Agent is Online when Routing Inquiries
  - Yes
  - No
- Agent Information
  - Use Employee User Profile
  - Use Manual Entries
    - Manual Entry: Agent Information
      - Name
      - Position
    - Manual Entry: Agent Profile Photos
  - Hide Agent Information
    - Hide Agent Information: Default Agent Name
    - Hide Agent Information: Default Agent Profile Photo
- Enable Chat Tracker
  - Yes
  - No
- Verify Client in CRM Database
  - Yes
  - No
- Transfer Inquiry to Responsible Person If Client ID Is Recognized
  - Yes
  - No
- If Client Was Not Found in CRM
  - Create Manually in the Chat Window
  - Auto Create a New Lead
    - Auto Change Lead’s Responsible Person When Routing Enquiry to Another Agent Manually
      - Yes
      - No
  - Auto Create a Deal
    - Create Deals in Which Pipeline
    - Auto Change Deal Responsible Person When Forwarding a Request to Another Agent
      - Yes
      - No
Live Chat Hours of Operation
- Should the Live Chat Display During All Hours?
  - Yes
  - No
    - Which Days Should the Chat not be Shown in the Website Widget?
      - Monday
      - Tuesday
      - Wednesday
      - Thursday
      - Friday
      - Saturday
      - Sunday
    - Chat Start Time
      - Provide a Time in the HH:MM AM/PM format
    - Chat End Time
      - Provide a Time in the HH:MM AM/PM format
Live Chat Data Collection Consent
- Do You Want Live Chat Users to be required to Consent to a Data Collection Agreement?
  - No
  - Yes
    - Name of the Data Collection Agreement
    - Data Collection Agreement Text
    - Title of the Consent Checkbox
    - Link to Data Collection Agreement or File
Live Chat Auto Actions
- Send Auto Response to Initial Client Message
  - No
  - Yes
    - Auto Reply Text to Initial Message
- Mark Inquiry as Unanswered in
  - 1 minute
  - 3 minutes
  - 5 minutes
  - 10 minutes
  - 15 minutes
  - 30 minutes
  - 1 hour
  - 2 hours
  - 3 hours
  - 6 hours
  - 8 hours
  - 12 hours
- If No Agent Could Respond to the Inquiry
  - Do Nothing
  - Send Text
    - Auto Reply Text If No Agent Responds
- If the Inquiry Is Processed and Closed
  - Do Nothing
  - Send Text
    - Auto Reply Text If Chat is Closed
- Delay until Inquiry Is Completely Closed (After It Was Marked as Closed by Agent)
  - Close Immediately
  - 1 minute
  - 2 minutes
  - 5 minutes
  - 10 minutes
  - 30 minutes
  - 1 hour
- Conversation Timeout
  - 1 hour
  - 4 hours
  - 8 hours
  - 1 day
  - 2 days
  - 1 week
  - 1 month
- If the Inquiry Is Completely Closed
  - Do Nothing
  - Send Text
    - Auto Reply Text If Chat is Completely Closed
- Canned Responses
  - Response Name
  - Response Text
- Live Typing
  - Enabled
  - Disabled
Allow User to Rate Conversations
- Ask User to Rate Agent Performance
  - No
  - Yes
    - Allow User to Rate Ongoing Conversation
      - Yes
      - No
    - Close Session When Client Rating Is Received
      - Yes
      - No
    - Enable Conversation Rating Time Constraint
      - Users Can Rate Their Conversations within
        
        1 day
        
        2 days
        
        3 days
        
        4 days
        
        5 days
        
        7 days
        
        30 days
    - Rating Request Text
    - Negative Rating Text Response
    - Positive Rating Text Response
Assign a Chat Bot
- Assign Chat Bot When a Client Inquiry Is Received
  - No
  - Yes
    - Chat Bot Name
Response Time KPI
- Initial Response Time
  - 0 sec.
  - 15 sec.
  - 30 sec.
  - 60 sec.
  - 120 sec.
  - Custom
- Subsequent Response Time
  - 0 min.
  - 1 min.
  - 5 min.
  - 10 min.
  - 15 min.
  - Custom
Finishing Touches
- Supplemental Files For Live Chat Creation
- Is there anything else you want us to know for the Live Chat Creation?

Supplemental Files For Live Chat

Please make your file names distinguishable so your TWP Project Coordinator knows what each file is for.

Drop files here or

Accepted file types: pdf, jpg, jpeg, png, doc, docx, xls, xlsx, zip, Max. file size: 16 MB, Max. files: 10.

Is there anything else you want us to know for Your Live Chat Changes?

You can put any extra information you think would help us implement your change requests here.

Comments

This field is for validation purposes and should be left unchanged.

Chat Updates – Add or Change Live Chat

Chat Updates: Add or Change Chat

What this form is used for:

Live Chat Queue Configuration

Live Chat Hours of Operation

Live Chat Data Collection Consent

Live Chat Auto Actions

Allow User to Rate Conversations

Assign a Chat Bot

Response Time KPI

Finishing Touches

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