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- Active - displays a list of chats that the agent is currently processing;
- Closed - displays a list of the last 10 closed chats.
Fig. 1. List of chats
2. Invitation to the chat
2.1. Open 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 agent, a chat invitation appears in the communication panel (Fig. 2). To open chat, 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. Then you can do the following:
- Accept - opens a chat with client messages in the communication panel (Fig. 3);
- Open - opens a Chat record page with an active "Chat" tab in the workspace (Fig. 4);
- Cancel - the system distributes the chat to another available agent.
Fig. 2. Invitation to accept an incoming chat
Note: To open a chat record page in the workspace (Fig. 2), you can click on its "Name" (1).
Fig. 3. Chat in the communication panel
Fig. 4. Chat record page
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The chat window (Fig. 5 (a, b)) displays a message from the bot (1) (e.g. a welcome message) configured when creating the routing scheme on Webitel, a client message (2), and an agent message (3).
Fig. 5 (а). Chat view in the communication panel
Fig. 5 (b). Chat view in the workspace
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- Is set automatically when the agent wrote the first message;
- Is set manually by the agent by clicking on the case bar.
Fig. 6. Chat states
After the chat is closed (Fig. 7), the state is automatically set to "Completed" (1).
Fig. 7. Chat with the state "Completed"
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After the end of the messaging (Fig. 8), you can close the chat by clicking on the "End chat" button (1) and confirming it by clicking Yes (2) in the dialog box.
Fig. 8. End a chat
3.4. Action panel
Using the action panel, the agent can quickly interact with the client: send an email, make a call, and so on. A detailed description of the elements of the action panel (Fig. 9) can be viewed here.
Fig. 9. Action bar interface
3.5. Chat tabs
- "General info" tab
Fig. 10. General info tab
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- Account — is connected to an Account;
- Contact — is set automatically;
- Activity — is linked to an Activity;
- Case — is linked to a Case.
- "Chat details" tab
Fig. 11. Chat details tab
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- Adding a link;
- Export to Excel;
- Import information, etc.
Fig. 12. Attachments tab
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Designed to store additional text information about the chat (Fig. 13). In a detail, you can edit and format notes using the built-in text 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
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The feed tab (Fig. 14) contains posts posted by users associated with the entry. This tab contains fields, field groups, details, and dashboards.
Fig. 14. "Feed" tab
3.6 The record profile
The record profile (Fig. 15) consists of the following elements:
- From — the Contact from which the chat was received;
- To — the Contact of the agent who processes the chat;
- Source — the source of the chat (telegram/webchat/infobip_whatsapp/viber/messenger);
- Queue — the name of the queue from which the chat was received;
- Start time — when the agent accepted the chat;
- End time — when the chat was ended;
- State —new/in progress/completed;
- Name — the name of the chat, with which it is saved in the system;
- Case — allows you to link the chat to an existing Case. After clicking, a lookup opens where you can find and select a Case, and save it.
Fig. 15. The sidebar
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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.
Fig. 16. Sending a message
It is also possible to add "Emoji" to the message (1).
Fig. 17. Adding Emoji
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- Files of .png, .jpg, .jpeg, .gif formats are displayed to the client with the previous view.
Fig. 18. File attachment icon
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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 agent can edit the template text. The process of creating message templates is described in Section 7 "Creating a Quick Reply Template".
Fig. 19. Selecting a template for sending in a chat
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- Follow the feed (2) — allows you to follow the changes made to the chat record;
- Create a Case (3) — allows you to run the basic business process of creating a Case. The system writes the created Case on the field:
- "Cases" in the record profile of the chat;
- "Cases" on the "Links" field group;
- Consultation on an existing case (4) — allows you to find and select an existing Case that was already registered. The system opens a lookup with a list of this contact's cases.
Fig. 20. Starting business processes from a chat window
6. Client identification
When an incoming chat is received, the Creatio system automatically identifies the Contact in the Creatio database. If there are none, then the agent can manually fill in the contact information fields by pressing the "User Identification" button (1) (Fig. 21).
Fig. 21. Manual client identification
In the window that opens (Fig. 22), fill in the information about the client received during the communication (1), and "Save" (2).
Fig. 22. Filling information about the client
7. Create a Quick Reply template
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Next, in the "System Settings" section, you need to open the "Lookups" subsection (2)
Fig. 23. Opening a Lookups subsection in the system designer
To add a new lookup in the "Lookups" section, click the "New lookup" button (Fig. 24).
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).
Fig. 25. Filling up the lookup
Next, from the list of available lookups (Fig. 26), select the created "Chat Hello Messages" record, and click the "Open content" button.
Рис. 26. Opening the created lookup
To create a new quick reply template for chat (Fig. 27), you must click the "New" button (1) and fill in the "Name" (2) and "Description" (3) fields. "Name" is the short title of the template by which the agent can find it in the list of quick replies. "Description" is the text of the message that will be automatically inserted into the message input field when the agent selects the template. To save the created template, you need to click on the "Save" icon (4).
Fig. 27. Creating a quick reply template
The action button bar (Fig. 28) allows you to save the record (1), copy it (2), undo the last change (3), and delete the record(4).
Fig. 28. Action button bar
8. Chat history (Webitel Chats)
The "Webitel Chats" (1) section allows you to view the history of chats and additional information about the communication between the agent and the client (Fig. 29). To view detailed information about a chat, select it (2) and open it.
Fig. 29. Webitel chats
Fig. 30. An open chat record page from the Webitel Chats section
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