Web Chat Message Gateways

This section provides instructions for using the Message Gateway configuration tool to create a web chat service in Syntelate XA.

Configuring a web chat message gateway involves both:

• Setting up web chat topics; and
• Customizing the web chat widget.

You must also set up any smart text a sentence or paragraph that an agent can quickly insert into a chat, for example "Goodbye and thank you for contacting us" that you want your agents to be able to use. For information about customizing the web chat widget, see Web Chat Config..

Web Chat Topics

The following is what the web chat message gateway (and therefore also the topic) controls:

• The agent group that will participate in chats about the topic
• The smart text group available in chats about the topic
• Whether auto-responses a web chat message that is automatically sent to the customer after a period of inactivity by the customer or agent are sent and, if so, after how long
• The chat disposition codes a reason for ending a chat, for example because the customer's query was answered
• The chat messages used for the topic, for example the message that is shown when the customer is connected to an agent

The topic also controls:

• How long a customer can spend waiting to chat with an agent before they are asked to leave a message
• The leave a message gateway to use
• The email gateway to use when emailing a chat transcript to a customer
• The information that Syntelate XA writes to the INTERACTION_X table
• The information that Syntelate XA writes to your customer details table for a new customer record

You can create multiple web chat topics to allow customers to get in touch about different things.