Configuring Live Chat for the Contact Us pod in Service Providers

You can configure multiple-queue live chat operations by designating person groups as chat queues, creating ticket templates for chat topics, configuring response plans to route chat requests that arise from solutions, and more. Users can be authorized to initiate live chats and granted the right to create new chat queues.

Before you begin

After you perform the initial configuration steps, you can control whether a queue is accepting chat requests, make queues available or unavailable, review waiting and in-progress chats, and view agents and their status. These operations are described in "Managing live chat operations."

You must have the following prerequisites:
  • IBM Control Desk version 7.5.3.1 or higher
  • Customers already created
  • Users and groups for chat agents created and configured

Procedure

Complete these steps to set up an efficient multiple-queue live chat operation:

  1. Log in to IBM Control Desk as an administrator.
  2. Go toSystem Configuration > Platform Configuration > Application Designer and select TKTEMPLATE.
  3. From the Template tab, add a new text field. You can drag and drop from Control Palette.
  4. Edit the new field as follows and then save the record:
    Attribute
    PLUSPCUSTOMER (from the TKTEMPLATE object)
    Lookup
    PLUSPCUSTOMER
    Menu Type
    PLUSPCUSTASSOC
  5. Go toSystem Configuration > Platform Configuration > System Properties and search for sccd.livechat.singlechattopictemplate.
  6. Clear the Global Value, save the record, and run Live Refresh.
  7. Go toAdministration > Resources > People (SP) and select a chat agent.
  8. In the Workplace Information section, add the customer that the agent works with and save the record.
  9. Go toSecurity > Security Groups (SP) and select the agent group.
  10. Go to the Customers tab and select the level of the customer authorization. The goal is to ensure that the agent receives chat requests from a specific customer. The recommended authorization level is Authorize Group for Customers in User's Person Customer Access List. Save the record.
  11. Go toAdministration > Resources > Person Groups.
  12. Create a person group, add the chat agents, and configure the group to be a chat queue. Save the record.
  13. To create chat topics, go to Service Desk > Ticket Templates and assign the ticket template to the person group created for each customer.

Results

Live Chat for the Contact Us pod is configured for Service Providers. You must repeat this procedure for each customer. The chat request is routed according to the customer.

Parent topic: Configuring Live Chat for Service Providers

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