Chats in Creatio

Description

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

Glossary

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

Chats from clients get to the incoming chat queue configured on Webitel. Then, they are routed to the agents who are assigned to handle this queue. The agent can only receive chats if he has the required skill. 

1. Quick access to chats

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

• Active - displays a list of chats that the agent is currently processing;

• Closed - displays a list of the last 10 closed chats.

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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:

1. Accept - opens a chat with client messages in the communication panel (Fig. 3);

2. Open - opens a Chat record page with an active "Chat" tab in the workspace (Fig. 4);

3. Cancel - the system distributes the chat to another available agent.

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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).

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Fig. 3. Chat in the communication panel

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Fig. 4. Chat record page

3. Chat record page

3.1. Interface

The agent can process the chat in the communication panel (Fig. 5 (a)) while doing other activities in the workspace at the same time. Also, the agent can carry out full-fledged work with the chat by opening its record page in the workspace (Fig. 5 (b)).

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

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

3.2. Chat states

After the agent has accepted the chat (Fig. 6), its state changes to "New" (1).

State"In progress":

1. Is set automatically when the agent wrote the first message;

2. Is set manually by the agent by clicking on the case bar.

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Fig. 6. Chat states

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

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Fig. 7. Chat with the state "Completed"

3.3. End the chat

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.

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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.

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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 — the agent selects a result from the list of existing ones from the lookup;

  • Result details — the agent can leave a comment to describe the result in detail.

•  

  • 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

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Fig. 11. Chat details tab

• Last message;
  
  

• Ended by;

• Last message by.

• "Attachments and notes" tab

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

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

• Adding a link;

• Export to Excel;

• Import information, etc.

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Fig. 12. Attachments tab

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.

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Fig. 13. Text editor

• "Feed" tab

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

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Fig. 14. "Feed" tab

3.6 The record profile

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

1. From — the Contact from which the chat was received;

2. To — the Contact of the agent who processes the chat;

3. Source — the source of the chat (telegram/webchat/infobip_whatsapp/viber/messenger);

4. Queue — the name of the queue from which the chat was received;

5. Start time — when the agent accepted the chat;

6. End time — when the chat was ended;

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 lookup opens where you can find and select a Case, and save it.

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Fig. 15. The sidebar

4. Messaging

4.1. Send 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.

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Fig. 16. Sending a message

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

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Fig. 17. Adding Emoji

4.2. Send a file in a chat

The agent has the ability to both receive files from the client and send them 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 agent selects a file, 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 agent can drag-and-drop the desired file into the message sending window.

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

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Fig. 18. File attachment icon

4.3. Send 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 agent can edit the template text. The process of creating message templates is described in Section 7 "Creating a Quick Reply Template".

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

5. Run business processes from a chat record page

During chat processing, the agent has the opportunity to run business processes (Fig. 20). When the agent 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 made to the chat record;

2. 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;

3. 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.

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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).

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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 communication (1), and "Save" (2).

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Fig. 22. Filling information about the client

7. Create a Quick Reply 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)

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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).

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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" 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).

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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).

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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.

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Fig. 29. Webitel chats

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Fig. 30. An open chat record page from the Webitel Chats section