Live Customer Chat

The Fenero platform allows you to provide live customer chat support to your customers using the exact same Fenero Agent user Interface the agents use to make and receive live calls. This article will walk you step by step through the process of creating a chat queue using the 'Live Chat Queues' application, and accessing the HTML code needed to deploy the chat queue on your website or custom application.

The following steps are necessary for creating and launching a Chat Queue:

• From the Fenero Launchpad navigate to the 'Live Chat Queues' application.
• Select 'New Chat Queue' to create a new Chat queue.

This will present the new Chat Queue template, simply fill in the requested information to get started.

Queue Name: The name you would like to apply to this Chat Queue.

Queue Description: Internal description to identify the purpose of this chat queue.

Notification Email: This is the email address the system will use to notify you of a missed chat session if agents are not available.

Language: Select the language you would like the system default messages to be displayed in. These messages are only visible to customers when initiating a chat session.

Chat Title: Specify the title that will be displayed in the chat window.

Chat Logo: Specify the full URL to the image you would like to use as your company logo on the chat window.

Chat Logo Click URL: When a customers click on the chat logo you have the ability to direct the customer to a specific website. Here, specify the URL you would like the customer to navigate to when your chat logo is clicked.

Force SSL Connections: Allows you to determine if the customers are forced to use a secure SSL connection when initiating a chat session.

Enable Pre-chat Survey: Allows you enable or disable pre-chat survey questions. If enabled, you have the option of asking the questions below prior to initiating the customer's chat session.

Ask for Email in Survey: Ask the customer to provide their email prior to initiating the customer's chat session.

Ask for Phone in Survey: Ask the customer to provide their phone number prior to initiating the customer's chat session.

Ask for Question in Survey: Allow customers to ask an initial question prior to initiating the customer's chat session.

Require CAPTCHA in Survey: Allows you to enable Captcha verification prior to initiating the customer's chat session.

• Once this information has been provided, click 'Save' To create the Chat queue.

Once we have the Chat queue saved. We can now use the additional tabs to continue our setup.

In the 'Users' tab, we can select the agents who are assigned to this chat queue. All agents selected here will be able to receive and respond to inbound chat sessions.

In the 'Pre-Defined Messages' tab, we can create a list of canned/predefined responses which will be available to your agents to use while on active chat sessions.

The 'Banned Visitors' tab allows you to block/reject messages from a list of IPs along with the length of time this IP will be rejected.

Lastly, in the 'Button Code' tab, we will specify the chat icon that will display on your website. This tab also will provide you with the full HTML code that will need to be added to your website to activate the chat queue. You're also able to test your chat queue and go through the process of initiating a chat by simply clicking on the chat image.

• After specifying your desired settings, click 'Regenerate Button Code' to save and generate the Button Code image. 
• Click 'Save' to complete the setup. 

After creating the Chat queue, the last step is to enable chat on the campaigns the agents will be logged into by taking the following steps.

• Navigate to the 'Campaign' application
• Click 'Edit' on the campaign(s) the agents who handle customer chat would log into.
• Navigate to the 'Queues' tab of the campaign.
• There, set the 'Allow Live Chat:' setting to 'Allow agents to handle incoming live customer chats on this campaign'
• Click 'save' on the campaign to finalize the setup.