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Creating Web Engagements

  • Updated

  • Chat
  • Messaging

To create a web engagement:

  1. On the Add Campaign page, click + Add engagement
  2. From the Select engagement source menu, select Web.mceclip0.png
  3. The Engagement template gallery is displayed.mceclip1.png
  4. Under Type, make sure Conversation is selected.
  5. Either: Select the format and size from the design options.
    Or: Design your own engagement—select Action, then click Add.
  6. Click Next.
    The Engagement settings are displayed.

Defining the Conversation Channel

From the Conversation type drop-down, select Messaging if you want the conversation to remain open over time until the agent or consumer defines the conversation as resolved, or select Live Chat if you want the conversation to end when the consumer session ends.

Conversation_Type.png

Assigning a skill to the engagement

Assigning a skill to your engagement ensures that the consumer is connected to an agent with the correct knowledge, and minimizes the need to transfer the consumer to a different agent.

To assign a skill to an engagement:

Select the skill that you want to attach to your current engagement from the drop-down menu.

Routing.png

Setting the language for the engagement

You have the option to select a specific language for your audience. This then changes the following items to the selected language for this specific engagement:

  • Predefined content
  • Embedded engagement window
  • Automatic messages

To set the language for an engagement:

Select the language that you want to attach to your current engagement and then click Next.

Language.png

Customizing the Engagement

  • In the Engagement studio, use the tools to customize your engagement according to your messaging and branding, and then click Next.mceclip4.png
  • The Engagement window library is displayed.mceclip5.png

Configuring and designing the Embedded Engagement Window

The Engagement window studio displays the look and feel of both desktop and mobile windows. The windows work on desktop and mobile in the same way, meaning that the window only needs to be set up once, and it adjusts automatically. Any change you make to the design of the desktop window takes effect in the mobile window.

Using the Engagement window studio, you can do the following:

  • Customize the look and feel
  • Add your company’s logo, a picture of your agent, or another image
  • Add action buttons, for example, to request an email of the chat transcript

To access the Engagement window studio:

  1. In the Engagement window library, hover over an existing window design, and click Edit, or click Add new to design a new window.
    The Engagement window studio is displayed.
  2. When you complete the window design, it is added to your Engagement window library.mceclip8.png

To delete a window design:

  • In the Engagement window library, click the Action menu, and select Delete.

To set a default window design:

  1. In the Engagement window library, click the Action menu, and select Set as default.
  2. Hover over the link icon on each window to display the campaigns that are using this window.

Edit the window name and description

The window name and description are used to help you identify windows in the library.

To edit the window name and description:

  1. Select the window that you want to edit.
    The Engagement window studio is displayed.
  2. Under Window name and description, enter a new window name and description.
    The name and description display in the Engagement window library.

Customize chat window elements

You can fully customize the window to match your brand by changing the following:

  • Colors
  • Fonts
  • Visitor bubble
  • Agent bubble
  • System messages
  • Info line
  • Window background

To customize chat window elements:

  1. Click on an element.
  2. From the properties window, customize the element according to your brand.
    • You can change the icon set of some elements to display well on your selected background. 
    • We recommend that you select bright icons for dark backgrounds, and dark icons for bright backgrounds.
    • Surveys and dialogs inherit the main chat window colors.
    • The background color is the same as the window background.
    • Text is the same color and font as the Automatic Messages.
    • Buttons have the same look and feel as the title bar.mceclip9.png

Adding a header to the window

To add a header to the window:

  1. Click the Add elements Plus.png button to display the menu.
    mceclip13.png
  2. Check the Header checkmark, then click + Add.
  3. Enter the Image URL. and check the Image URL checkmark to apply the URL.
    mceclip14.png
  4. Select a background color, if required.

    Note: If your logo is not wide enough to fill the window, the background color is displayed to fill the available space.

  5. Choose the position of the logo.
    You can align the logo to the left, center, or right.

    Note: If you add a logo, but do not add an image, a red error message is displayed on the page; add your image URL to remove this error message.

Adding an image to the window

You can also customize the window by adding an image; for security reasons, images must be hosted over HTTPS.

 To add an image to the window:

  1. Click the Add elements Plus.png button to display the menu.
    mceclip15.png
  2. Check the Image checkmark, then click Select
     mceclip16.png
  3. Select an image from the Gallery, or select Custom to add your own image.
  4. Select a background color, if required.

    Note: If your image is not wide enough to fill the window, the background color is displayed to fill the available space.

    mceclip17.png

Additional functionality

You can also make additional functionality available; this includes the following options for your consumers:

  • To mark the conversation as urgent (Messaging only)
  • To receive an email transcript of the conversation (Live chat only)
  • To print a transcript of the conversation (Desktop only)
  • To hear sounds when they receive a new message (Desktop only)
  • To adjust the appearance of the menu

To add additional functionality to your window:

  1. Click Add elements Plus.png, then Menu position and elements
    Menu_Positions_and_Elements.png
  2. Select the action to add.
    A preview is displayed.
    Preview.png
  3. To change the font or color of the Menu elements, click on an element in the embedded engagement window.
    The Menu look and feel is displayed
    mceclip19.png
  4. Change the font, background color, and icon setting (dark or light), as required.

Adding surveys in Live Chat

In Live Chat, there are several types of surveys—short, online forms that are completed as part of the engagement, as follows:

  • Pre-chat survey
    Provides agents with information about the visitor, before the chat starts. This allows the agent to better understand the needs of the visitor. The visitor’s details are displayed in the Agent Workspace.
  • Post-chat survey
    Presented to the visitor after the chat. The visitor is asked to rate the service provided in the chat. This information can then be used to evaluate your agents.
  • Offline survey
    Presented to the visitor when no agents are available to chat. The visitors is informed that an agent will follow up with them during regular business hours. This ensures a better experience for your visitor, and offers you another opportunity to chat with them.

Important: Static surveys are only available in Live Chat. For Messaging, Intelligent AI enhanced survey bots can be easily designed using Conversation Builder. See the articles Creating a Pre-conversation Survey Bot and Creating a Post-Conversation Survey Bot for more details. 

Note: An additional type of survey, the Agent survey, does not apply to the Live Assist solution, as your agents are handling chats in the Dynamics CRM.

To create a survey:

  1. In the Engagement window studio, click the Views drop-down menu to display the list of surveys.
  2. Click the survey to edit.
  3. Click the question to edit.
  4. Enter your question, then select Question type.
  5. If you want the question to be mandatory, check Required question, then click Done.
  6. To add a new question, click + Add Question.
  7. To finish, click Save.

Adding a routing question to your pre-chat survey

Adding a routing question to your pre-chat survey ensures that visitors get routed to an agent with the relevant skills. This allows you to provide your visitor with the flexibility to choose the type of assistance that they need, and who they would like to chat with.

  • Routing questions interfere with the skill that you selected on the engagement level, so remove the skill definition from any engagement that includes a routing question.
  • Each pre-chat survey can contain only one routing question.

To add a routing question:

  1. In the Engagement window studio, from the Views drop-down menu, select Pre-chat survey.
  2. Click the question: What is the nature of your inquiry?
    This is the default routing question.
    mceclip21.png
  3. If you want to change the default routing question, click on the Question field, and type the question to display to the visitor.
  4. If you want this question to be mandatory, check the Required question checkbox.
  5. From the Skill drop-down menu, attach the related skill.
  6. To add another answer to the drop-down menu, click Add.
  7. Using the arrow keys, you can change the order of the answers.
  8. When you have finished, click Done, and then Save.

Adding a CSAT question to your post-chat survey

Asking your consumers to complete a brief survey at the end of a conversation can provide you with valuable input and insights about their experience. The post-chat survey can include questions about the wait time, the information provided, the agent’s service, their overall level of satisfaction, or any other comment your consumer may have.

When creating a post-chat survey, you can ask any of the following questions:

  • Was your query resolved?
    Use a yes/no radio button
  • How would you rate the service provided?
    Use a scale combining both numbers and words, for example: 5=excellent, 4=good, 3=average, 2=poor or 1=extremely poor
  • How likely is it that you would recommend [Your Company] to a friend or colleague?
    Use the Net Promoter Score (NPS) scale of 0–10
  • Would you like us to send you a transcript of the chat?
    Use a yes/no radio button, along with a text area for their e-mail address, and a text area for their comments

Adding a Standard CSAT survey in Messaging 

A standard 5-star CSAT post-conversation survey is available in Messaging. If enabled, a predefined interaction will capture the consumer's response to a standard CSAT question: How would you rate your conversation with <Agent Name>? 

To quickly start measuring consumer satisfaction, just click the Standard post-conversation survey enable button from the Views drop-down menu.  PCS.png

Assigning an entry point to the engagement

Assigning an entry point to an engagement enables you to target users who visited particular pages of your website, and to narrow down the customers that you want to chat with. You can use one of the predefined locations, such as Entire Website, or focus your targeting on a particular page or set of pages.

mceclip22.png

To edit the location of your engagement:

  1. If you want your engagement to appear on every page of your website, click All entry points.
    Or, to focus your targeting on a particular page or set of pages, click Add new. This displays the Add new entry point page.
    mceclip23.png
  2. In the top field, enter an entry point name; press Enter to refresh the page.
  3. In the drop-down menu, select Contains, Exact, or Advanced. Copy the target URL into the field on the right.
  4. Click + Add Page to add more URLs.
  5. To exclude the engagement from specific pages, click + Exclude entry, and copy the target URL into the field on the right.
  6. Click Save.
  7. When you have finished, click Next. The Visitor behavior library is displayed

    Note: Locations are shared throughout your account. If you modify a location, the change is applied to any other engagements that use this location.

Defining the visitor behavior

Live Assist enables you to plan goal-oriented campaigns aimed at specific target audiences. You can create various engagements within each campaign, and display them based on visitor behavior and location on your website.

To define the visitor behavior:

  1. In the Visitor behavior library, click + Add new.
    mceclip24.png
  2. Either:
    To select an existing target audience, hover over one of the options, and click Edit.
    The Edit target audience dialog box is displayed.
    Or:
    To define a new target audience, click + Add New.
    The Add new target audience dialog box is displayed.
  3. Type a name for your visitor behavior, and add a description.
  4. To add conditions, select them from the condition list on the left, then click Save.
  5. To save this visitor behavior, click Done.

See also:

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