How Can I Set Up Chat in ACE?

Prev Next

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.

Image Displays Unanswered Chat Messages Section

 

Receiving Chat Alerts

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

Image Displays Chat Alert in Toolbar

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.

GIF Demonstrates Steps 1-3b Above

Permissions Needed for Chat

  • To Configure Chat: MANAGE_CHAT permission role.

  • For Agents Using Chat: CHAT_REPLY permission role.