A chat feed is a variation of a push feed that contains sample HTML code for the fields a customer sees in a click-to-chat
request form. When the customer clicks on a chat button and submits the form, a social contact is created and added to the
campaign for the chat feed. SocialMiner displays a welcome screen, sets up a chat session for that social contact, and logs
the user represented by that social contact into the chat session.
The SocialMiner Administrator can add, edit, search, and delete chat feeds as well as set the values for the chat join and
chat inactivity timeouts. These values are set on a feed-by-feed basis.
Users can see, use, and add chat feeds to campaigns on the Configuration tab.
You cannot configure a chat feed from the SocialMiner user interface. Unified CCX automatically creates chat feeds as required
in an integrated deployment with SocialMiner and Finesse.
Note |
If you use SocialMiner with Unified Contact Center Express (Unified CCX) for single or multi-session chat, you configure chat
feeds in Unified CCX, not SocialMiner. For more information, see the Unified CCX documentation.
|
Configure a Chat Feed
- Access the Manage Feeds panel.
- Click New.
- Select Chat as the feed type, then enter information in the following fields:
-
Name
-
Description
-
Chat join timeout—define how long the system waits for an agent to join the chat during the setup process before sending the
customer the chatAgentJoinTimeout message (see below).
-
Chat inactivity timeout—define how long the system waits before automatically closing the chat session if there is no customer
activity.
-
Reply template—select Cisco Chat. The Cisco Multi-session chat option is only used when SocialMiner is deployed with Unified CCX and Cisco Finesse for multisession chat.
-
Automatic tags—provide automatic tags for the feed.
-
Click Save.
-
Select the saved chat feed from the list of feeds to open it in edit mode.
-
Select the Sample Code link to open sample code that contains working HTML with the form fields you need to make the POST request for the chat feed.
-
Save the code from the Sample Code link locally and modify it as needed.
For example:
Replace "./img/ciscoLogoColor.p ng" with the location of your own logo and replace the default extensionField_chatError and
extensionField_chatWaiting text strings with the messages you want the customer to see for each circumstance.
- Add the HTML to your website.
- The HTML code from the Sample Code link includes the SocialMiner server IP address and feed ID (100045 in the following example).
If you have multiple chat feeds, the Feed ID will be different for each one; be sure to copy the sample code from the correct
chat feed.
- The code also contains form fields: Title, Author, Description, Tags, and three extension fields.
- In general, extension fields are a collection of custom name/value pairs that can be added to social contacts and are subsequently
displayed in the Agent Chat user interface. For example, a 'Remarks' extension field appears in the sample form below. The
name of the field and the value entered by the customer are added to the social contact and are displayed to the agent.
- Four hidden extension fields are special extension fields used to customize the customer chat user interface - they are not
added to the social contact and therefore are not displayed in the agent chat user interface.
- extensionField_chatAgentJoinTimeOut
- extensionField_chatError
- extensionField_chatLogo
- extensionField_chatWaiting
During the chat setup process, if no agent responds before the chat join timeout, the customer is sent a message (defined
in extensionField_chatAgentJoinTimeout) indicating that they can continue waiting or try again later.
Note |
Users must localize the messages they insert in the sample form in order for it to appear appropriately in their customer
chat interface. For localization into languages that use characters outside the ASCII set, the characters need to be encoded
into HTML character references to avoid corruption.
|
The sample code also includes a Submit button.
Here is an example of the SocialMiner code for a chat feed. This example is for illustration purposes only - do not copy and
paste from this example as the server address and feed ID will not be appropriate for your instance. Always use the code from
the Sample Code link.
<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<SocialMinerServer>/ccp/chat/form/100045' method='post'>
<span>Title:</span>
<input type='text' name='title' /><br/>
<span>Author:</span>
<input type='text' name='author' /><br/>
<span>Description:</span>
<input type='text' name='description' /><br/>
<span>Tags:</span>
<input type='text' name='tags' /><br/>
<span>Remarks:</span>
<input type='text' name='extensionField_remarks' value='sample value' /><br>
<input type='submit' value='Submit'/>
<input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
<input type="hidden" name="extensionField_chatWaiting" value=
"Welcome, please wait while we connect you with a customer care representative.">
<input type="hidden" name="extensionField_chatAgentJoinTimeOut" value=
"All customer care representatives are busy assisting other clients.
Please continue to wait or try again later.">
<input type="hidden" name="extensionField_chatError" value=
"Sorry, the chat service is currently not available. Please try again later.">
</form>
<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<SocialMinerServer>/ccp/chat/form/100045' method='post'>
<span>Title:</span>
<input type='text' name='title' /><br/>
<span>Author:</span>
<input type='text' name='author' /><br/>
<span>Description:</span>
<input type='text' name='description' /><br/>
<span>Tags:</span>
<input type='text' name='tags' /><br/>
<span>Remarks:</span>
<input type='text' name='extensionField_remarks' value='sample value' /><br>
<input type='submit' value='Submit'/>
<input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
<input type="hidden" name="extensionField_chatWaiting" value=
"Welcome, please wait while we connect you with a customer care representative.">
<input type="hidden" name="extensionField_chatAgentJoinTimeOut" value=
"All customer care representatives are busy assisting other clients.
Please continue to wait or try again later.">
<input type="hidden" name="extensionField_chatError" value=
"Sorry, the chat service is not available. Please try again later.">
</form>
When a user completes and submits the form, a URL to the new social contact is returned. The user sees an interface with the
welcome message.
If no agent picks up the chat before the first timeout, the message changes to indicate no agent is available.
If the system reaches the second timeout before an agent picks up the chat, the user receives the chat error message.
Modify the Sample Code for a Chat Feed
You can modify the content within the span tags and add more extension fields. You cannot delete the title or author.
Example of a Modified Form
In this modified form, the label for "Title" was changed to "My Issue". The label for "Author" was changed to "My Name". "Description"
was removed. The "Remarks" extension field was removed, and three extension fields were added: "My Preferred Language", "My
Phone", and "My Email".
<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<ServerIP>:<Port>/ccp/chat/form/100051' method='post'>
<span>My Issue:</span>
<input type='text' name='title' /><br/>
<span>My Name:</span>
<input type='text' name='author' /><br/>
<span>Tags:</span>
<input type='text' name='tags' /><br/>
<span>My Preferred Language:</span>
<input type='text' name='extensionField_language’ value='enter language' /><br>
<span>My Phone:</span>
<input type='text' name='extensionField_phone’ value='enter phone number' /><br>
<span>My Email:</span>
<input type='text'name='extensionField_email’ value='enter email address' /><br>
<input type='submit' value='Submit'/>
</form>