Chats in Creatio

Description

This section describes how to work with incoming chats in the Creatio system using the Webitel Chats product.

Glossary

The operator can work both exclusively with calls and simultaneously process calls and chats. The assignment of agents to handle specific call queues or chats is managed by skills. If the operator works with chats and calls, then the call is distributed to him when there is no active chat. Accordingly, the chat can be distributed to the operator when there is no active call. The operator can process either an active call or an active chat.

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

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

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:

1. Accept - Opens a chat with client messages in the CTI panel (Fig. 3);
2. Open - Opens a chat card with an active "Chat" tab in the workspace (Fig. 4);
3. Cancel - The system distributes the chat to another available operator.

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).

Fig. 3. Chat in СТІ-panel

Fig. 4. Chat window

3. Chat record

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)).

The chat window (Fig. 5 (a, b)) displays a message from the bot (1) configured when creating the routing scheme in Webitel, a client message (2), and an operator message (3).

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

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

3.2. Chat statuses

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

Status "In progress":

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).

Fig. 7. Chat with the status "Completed"

3.3. Ending a chat

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

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.

Fig. 9. Action bar interface

3.5. Chat tabs

• "General info" tab
  

Fig. 10. General info tab

"Result info" field group

• • Result — the operator selects a result from the list of existing ones from the directory;
  • Result details — the operator can enter a comment to describe the result in detail.

"Connected to" field group

• • Account — connected with an account;
  • Contact — substituted automatically;
  • Activity — associate with the activity;
  • Case — associate with a case.

• "Chat details" tab

Fig. 11. Chat details tab

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

• "Attachments and notes" tab

"Attachments" detail

File attachment icon (1) — allows the operator to manually attach the desired file. 

Drop-down menu (2) — additional options for attaching information and visualization:

• 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.

Fig. 14. "Feed" tab.

3.6 The sidebar

The sidebar (Fig. 15) consists of the following elements:

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

4.1. The process of sending a message in a chat

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

4.2. The process of sending a file in a chat

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.

• Files of .png, .jpg, .jpeg, .gif formats are displayed to the client with the previouse view.

Fig. 18. File attachment icons

4.3. Sending a message with a quick reply template

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".

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

5. Starting business processes from a chat card

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.

Basic business processes: 

1. Follow the feed (2) — allows you to follow the changes;
2. Create an case (3) — allows you to start the basic business process of creating a case. The system writes the created appeal near the field:
   • "Appeals" in the top panel of the chat card;
   • "Appeals" of the "Links" field group;
3. Consultation on an existing case (4) — allows you to find and select an existing case that was consulted. The system opens a directory with a list of this contact's calls.

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 operator 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 correspondence (1), and "Save" (2).

Fig. 22. Filling information about the client

7. Create a quick response template

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

Next, in the "System Settings" section, you need to open the "Lookups" subsection (2)

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).

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", and click the "Open content" button.

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).

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).

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 correspondence between the operator and the client (Fig. 29). To view detailed information about a chat, select it (2) and open it.

Fig. 29. Workplace Contact center, section Webitel chats

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