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Chat options

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In the Chat section of the Contact Center Settings page, configure the following options:


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  • Chat Auto Answer specifies that chat interactions are automatically answered when an agent receives the invitation.
  • Chat Reject enables agents to reject incoming chats.
  • Chat Nickname specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
    • $Agent.UserName$ to display full username.
    • $Agent.LastName$ to display only last name.
    • $Agent.FirstName$ to display only first name.
    • $Agent.FullName$ to display full name.
    • $Agent.EmployeeId$ to display employee ID.
  • Lookup Contact for Chat activates Agent Desktop for contact lookup when an interaction is presented to an agent.
  • Create Contact for Chat will create a contact if the initial contact lookup fails to find an existing contact.
  • Click from Chat to Voice enables users to initiate a voice interaction by clicking a phone number in a chat transcript.
  • Click from Chat to eMail enables users to initiate an email by clicking an email address in a chat transcript.
  • Chat Interaction Ringtone Type specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
  • Chat Interaction Ringtone Priority specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
  • Chat Interaction Ringtone Duration specifies how long the ringtone rings. Use the following values:
    • -1 specifies to repeat the ringtone until the chat is answered.
    • 0 specifies to play the ringtone only one time.
    • 1 or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
  • Chat Message Ringtone Type specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
  • Chat Message Sound Priority specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
  • Chat Message Sound Duration specifies the length of the sound. Use the following values:
    • -1 specifies to repeat the sound until the chat message is read.
    • 0 specifies to play the sound only one time.
    • 1 or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
  • Can Two Step Transfer enables two-step transfer of a chat, beginning with a chat consultation.
  • Can Two Step Conference enables two-step conference of a chat, beginning with a chat consultation.
  • Can One Step Transfer enables instant chat transfer.
  • Auto-disconnect automatically disconnects a chat session when the agent is the last remaining party.
  • On-hold Queue specifies the Interaction Queue where a chat interaction is placed when an agent places it on hold. This option can be overridden by a routing strategy.
  • Warning time specifies the time in seconds that a warning alarm alerts an agent of a customer awaiting a chat response.
  • Maximum time specifies the time in seconds
  • Prompt for end displays a confirmation prompt to an agent when they select End. This option can be overridden by a routing strategy.
  • URL push max records specifies the maximum size of the pushed URL list.
  • Timestamp specifies whether the timestamp is displayed in the Chat transcript area.
  • Typing specifies whether a typing notification is sent to customers during a chat interaction.
  • Typing timeout specifies the duration in seconds of when the typing notification is displayed after the last keystroke.
  • Decline allows an agent to decline incoming chat interactions.
  • URL push allows an agent to push URLs to customers during chat sessions.
  • Interaction Disposition allows an agent to set a disposition code for chat interactions.
This page was last edited on June 21, 2020, at 23:35.

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