Chat Configuration Overview

This page outlines the configuration for a basic chat Callback service, in order to help you to become familiar with the steps involved. It highlights the key options that are configured through the GMS Service Management UI, as well as the configurations that must be performed outside of the Service Management UI. After becoming familiar with the basics, you can then further customize your services as needed.

Step	Configuration Required
Media Type	Set configuration option in the GMS Service Management UI. See the Scenarios section.
Wait for Agent to be Available	Set up a URS strategy for queuing in IRD. See URS strategy. Set configuration option in the GMS Service Management UI. See the Scenarios section.
Accept a Chat Interaction	Set up an inbound chat matching service in Configuration Manager. See Accepting a Chat Interaction.
Route the Interaction	Set configuration option in the GMS Service Management UI. See the Scenarios section.