Web Chat reply

Version 1
    This document was generated from CDN thread

    Created by: Ben Markle on 09-07-2013 10:32:16 PM
    Hi there, we currently use the web chat feature in UCCX 9 with social miner. I am looking for a way to automatically send a message to the end user connecting to a web chat session before and after the session. For example we would have a custom greeting when they join instead of "You are now connected" and when the session finishes they may have a link to fill out a survey.

    Is this possible using the social miner API? From what I understand you can not use custom reply templates for chat and you are stuck with the "Cisco Chat" one. However it does give you the option to select a different reply template on the chat feed.

    Thanks!

    Subject: RE: New Message from Ben Markle in SocialMiner - Technical Discussion: Web
    Replied by: Praveen Sinha on 10-07-2013 12:48:58 AM
    Hi Ben,

    Please refer to the comment that in the generated chat widget code to override the default greeting messages. It will read something like this –

    <!-- The following optional, hidden fields are available in order to customize the Customer Chat user interface.
    Unlike other extension fields, these are not added to the social contact, and therefore do not display in the Agent Chat user interface.
    Replace './img/ciscoLogoColor.png' with the location of your own logo. Replace 'Welcome, please wait while we connect
    you with an available customer care representative.' with your own waiting/welcome text. Feel free to replace the remaining values with your own timeout and error messages. -->
    <!-- <input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png"><br/>
    <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."> -->

    Let me know if that help. I will get back to you regarding what all is needed to deploy a custom reply template.

    Thanks and Regards,
    Praveen

    From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
    Sent: Wednesday, July 10, 2013 9:03 AM
    To: cdicuser@developer.cisco.com
    Subject: New Message from Ben Markle in SocialMiner - Technical Discussion: Web Chat reply

    Ben Markle has created a new message in the forum "Technical Discussion": -------------------------------------------------------------- Hi there, we currently use the web chat feature in UCCX 9 with social miner. I am looking for a way to automatically send a message to the end user connecting to a web chat session before and after the session. For example we would have a custom greeting when they join instead of "You are now connected" and when the session finishes they may have a link to fill out a survey.

    Is this possible using the social miner API? From what I understand you can not use custom reply templates for chat and you are stuck with the "Cisco Chat" one. However it does give you the option to select a different reply template on the chat feed.

    Thanks!
    --
    To respond to this post, please click the following link: http://developer.cisco.com/web/socialminer/community/-/message_boards/view_message/17046437 or simply reply to this email.

    Subject: RE: Web Chat reply
    Replied by: Ben Markle on 10-07-2013 09:16:16 AM
    Thanks Praveen, that does help as I was not aware you could customize those fields. I am still however curious about the reply templates for interacacting with the user automatically when the session finishes or initially in the actual agent chat window. My main question is are we stuck with the "Cisco Chat" reply tempate or is there something a develeoper could do to customize this experience?

    Subject: RE: Web Chat reply
    Replied by: Emmanuel Badoo on 14-07-2013 09:54:00 PM
    Hi Ben,

    Today, we do not support custom chat reply template. Our previous architect looked into this a bit but we did not have the time and resource to fully qualify this feature. We will evaluate this for the next release after 10.0 (Nov 2013) to see if we can support custom chat templates. However, we do not support this today in the tool.

    Thanks,
    Emmanuel