How Can I Set Up Chat in ACE?

How can I configure a chat vendor in ACE?

To configure a chat vendor, follow these steps:

• Go to Setup → Vendors → Chat.

What sections do I need to complete?

1. Complete the fields in the "Unanswered Chat Messages" section:

   1. Supervisors: Assigns inbound chat alerts to a supervisor if the primary agent (PA) is unavailable.

   2. Use Round Robin Priority: Ensures chat alerts are rotated among available supervisors.

   3. Alert Delay (seconds): Controls the timing of chat alerts by setting a delay.

   4. Enable Rainmaker: Generates AI responses when no human agents are available.

   5. Auto Attendant Name: The name displayed as the sender of Rainmaker chat messages.

   6. Welcome Message: Used by Rainmaker when a chat is initiated.

   7. Contact Us Message: Sends specific information to consumers, such as a keyword-triggered response.

2. Click Apply to save changes.

Receiving Chat Alerts

Alert Display: Alerts appear in the toolbar with a dropdown listing assigned chats.

Users Logged-in

1. Primary Agent: Receives alerts if logged in.

2. Supervisor: Receives alerts if the primary agent is not logged in.

3. Round Robin Priority: Rotates alerts among supervisors if enabled.

No Logged-in Agents or Supervisors

1. Alert Status: No alert is created if no one is logged in.

   1. Use Chat Manager to locate unanswered chats

2. Consumer Notification:

   1. With Rainmaker: Consumer is assisted by Rainmaker.

   2. Without Rainmaker: Consumer is informed that no one is available.

Responding to Chat Messages From The Alert Notification

1. Select Chat: Choose the chat from the alert dropdown.

2. Chat Box: Opens on the current page.

   1. For example, if you receive a chat alert while on Gina Normansell's account page, the chat box appears there.

3. Respond or Access Account:

   1. Respond: Respond directly from the chat box on the current page.

   2. Access Account: Click the account number at the top of the chat box to navigate to the chat initiator's account, where you can review details and respond.

Permissions Needed for Chat

• To Configure Chat: MANAGE_CHAT permission role.

• For Agents Using Chat: CHAT_REPLY permission role.