Page Comparison

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Chats from clients go to the incoming chat queue configured on Webitel. Then, they are distributed to the operators who are assigned to this queue. The operator can only receive chats if he has the required skill. 

1. Quick access to chats

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After clicking the “Chats” button in the CTI panel (Fig. 1), you can view Active (1) or Closed (2) chats.

• Active - to display a list of chats that the operator is currently processing;
• Closed - to display a list of the last 10 closed chats.

Fig. 1. List of chats

2. Invite to the chat

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2.1. Opening the chat

To be able to receive chats, an agent must be in the "CallCenter" and "Ready" status. When the chat is routed to a free operator, a chat invitation appears in the CTI panel (Fig. 2). To open chats, you need to click on the "Chats" button (4), after which a panel will open, where the incoming chat will be displayed on the top with possible actions:

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Fig. 2. Invitation window to start chatting.

Note: To open a chat card in the workspace (Fig. 2), you can click on its "Name" (1).

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Fig. 3. Chat in СТІ-panel.

Fig. 4. Chat window.

3. Chat record

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3.1. Interface

The operator can process the chat in the CTI-panel (Fig. 5 (a)), while simultaneously processing other activities in the workspace. Also, the operator can carry out full-fledged work with the chat by opening its card in the workspace (Fig. 5 (b)).

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Fig. 5 (а). Chat interface in CTI-panel.

Fig. 5 (b). Chat interface in the workspace.

3.2. Chat statuses

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After the operator has accepted the chat (Fig. 6), its status changes to New (1).

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1. It is put down automatically when the operator wrote the first message;
2. It is put down manually by the operator.

Fig. 6. Chat statuses.

After the chat is closed (Fig. 7), the status is automatically set to "Completed" (1).

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Fig. 7. Chat with the status "Completed".

3.3. Ending a chat

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After the end of the messaging (Fig. 8), the chat can be closed by clicking on the "End chat" button (1). After - Yes (2) in the dialog box.

Fig. 8. Ending a chat.

3.4. Action bar

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Using the action panel, the operator can see the scheduled tasks and quickly interact with the client: send an email, make a call, and so on. A detailed description of the elements of the action bar (Fig. 9) can be viewed at the link.

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Fig. 9. Action bar interface.

3.5. Chat tabs

• "General info" tab
  

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Fig. 10. General info tab.

"Result info" field group

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Fig. 11. Chat details tab.

• Last message;
  
• Ended by;
• Last message by.

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• Adding a link;
• Export to Excel;
• Import information, etc.

Fig. 12. Attachments tab.

"Notes" detail

Designed to store additional textual information about the section entry (Fig. 13). In a detail, you can edit and format note text using the built-in formatting tools. Here you can also add an image or an external link to the part. When you switch to another page tab, the information on the "Notes" detail will be saved. To save notes, you need to save the entry.

Fig. 13. Text editor.

• "Feed" tab.

The feed tab (Fig. 14) contains posts posted by users associated with the entry. This tab contain fields, field groups, details, and dashboards.

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1. From — the contact from which the chat was received;
2. To — the contact of the operator who processes the chat;
3. Source — the source of the chat (telegram/webchat/infobip_whatsapp/viber/messenger);
4. Queue — from which the chat was received;
5. Start time — when the operator accepted the chat;
6. End time;
7. State —new/in progress/completed;
8. Name — the name of the chat, with which it is saved in the system;
9. Case — allows you to link the chat to an existing case. After clicking, a directory opens where you can find and select an appeal, and save it.

Fig. 15. The sidebar.

4. Messaging

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4.1. The process of sending a message in a chat

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In order to send a message, after opening the chat (Fig. 16), you need to click on the text input field. In the text input field (1), enter a text message and press the "Send" button (2) or Enter on the keyboard.

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Fig. 16. Sending a message.

It is also possible to add "Emoji" to the message (1).

Fig. 17. Adding Emoji.

4.2. The process of sending a file in a chat

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The operator has the ability to both receive files from the client and send them himself in the chat. To send a file, you need to click on the "Attach file" icon (1) in the active chat (Fig. 18), and then select the desired file to send. When the operator selects a file, then the system sends a link to the file to the client in the chat and places the link to the file in the "Files and Notes" tab. Also, to attach a file, the operator can use the function of dragging the desired file into the message sending window.

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Fig. 18. File attachment icons.

4.3. Sending a message with a quick reply template

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On the chat interaction panel (at the bottom of the page in Fig. 19), click on the "Select text" drop-down menu (1), select a template from the list by name (2), send a message by pressing the "Send" button (3) or Enter from the keyboard. The operator, if desired, can edit the template text. The process of creating message templates is described in Section 7 "Creating a Quick Response Template".

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Fig. 19. Selecting a template for sending in a chat.

5. Starting business processes from a chat card

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During chat processing, the operator has the opportunity to start business processes (Fig. 20). When the operator presses the Actions button (1), the system displays a list of available processes to run.

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Fig. 20. Starting business processes from a chat window.

6. Client identification

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When an incoming chat is received, the Creatio system automatically identifies the Contact in the Creatio database. If there are none, then the operator can manually fill in the contact information fields by pressing the "User Identification" button (1) (Fig. 21).

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Fig. 21. Manual client identification.

In the window that opens (Fig. 22), fill in the information about the client received during the correspondence (1), and "Save" (2).

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Fig. 22. Filling information about the client.

7. Create a quick response template

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To configure templates (Fig. 23), you need to enter the "System Designer" (1)

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Fig. 23. Opening a lookups in the system designer.

To add a new directory in the "Lookups" section, click the "New lookup" button (Fig. 24).

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Fig. 24. Creating a new lookup.

The "Name" field (Fig. 25) must be filled in with the value "Chat Hello Messages", and the "Object" field must be selected from the lookup (1) by entering "Chat Hello Messages" in the search line. Next, you need to click the "Save" button (2).

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Fig. 25. Filling up the lookup.

Next, from the list of available lookups (Fig. 26), select the created "Chat Hello Messages", and click the "Open content" button.

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Рис. 26. Opening the created lookup.

To create a new quick response template in the chat (Fig. 27), you must click the "New" button (1) and fill in the "Name" (2) and "Description" (3) fields. Title - This is the short name of the template by which the operator can find it in the list of quick responses. Description is the text of the message that will be automatically inserted into the message input field when the operator selects the template. To save the created template, you need to click on the "Finish" icon (4).

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Fig. 27. Creating a quick reply template.

The action button bar (Fig. 28) allows you to save the entry (1), copy it (2), undo the last change (3), and delete the entry (4).

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Fig. 28. Action button bar.

8. Chat history (Webitel Chats)

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Fig. 29. Workplace Contact center, section Webitel chats.

Fig. 30. An open chat card from the Webitel Chats section.