Chat

Part 1: Get the Widget ID

To enable Chat you first need to obtain the Widget ID directly from the Chat Admin Portal.

Steps:

1. Launch the Chat Admin Portal.
2. Log in to the Admin Portal with your credentials.
3. Click on Settings in the left menu.
4. Click on </> Get the Code in the top bar.
5. Scroll to the (Advanced) Widget ID section at the bottom of the page and click Ok.
6. The Widget ID should appear for you to copy – you can do so by clicking the copy button provided.

Once obtained, the ID can be pasted into the Issuetrak site Features page to enable the Chat Widget integration.

Part 2: Use the Widget ID to Enable Chat

Steps:

1. In Issuetrak, click the gear icon in the upper right > click Features beneath System.
2. Scroll down to the Chat section.
3. Check Use Chat. This will enable the Chat Widget ID text field.
4. Paste the copied Widget ID into the Chat Widget ID text field.
5. Click Update on this page to save the changes.

A confirmation message will appear when this process is complete.

Chat Agents are the individuals you have set up to handle Chat conversations within your Chat Widget. This article will provide a walkthrough of adding new Chat Agents.

Steps

1. Launch the Chat Admin Portal.
2. Click on Settings in the left menu.
3. Click on Agent Settings in the top bar.
4. Click on Chat Agents just below Agent Settings.
5. Click the Add chat agent button.
6. Populate the Chat Agent form with all of the necessary information.
7. Click Save.

Perhaps one of the most powerful capabilities with Chat is the ability to set up an integration with Issuetrak’s Incoming Email feature to have Issues created automatically from chat transcripts.

These instructions will assume you have already configured Incoming Email within Issuetrak. If you need assistance with this, please refer to the following Help Center article or contact our Support Team. Even if you already utilize Incoming Email, it may be of benefit to set up an additional inbox specifically for this integration.

Steps:

1. Within the Chat Admin Portal, you will need to navigate to Settings > Integrations > Integrations (directly below on the left).
2. This will open the Email Integration screen. The top section entitled Send requests by email will provide two text fields; for now, we will focus on the Chat Transcript Email Address. This address specifies where chat transcripts are sent, and this is where you will want to enter the email address of the Incoming Email inbox you’ve set up.
3. Scroll down to the Configure Integration section. The two important areas within this section are the Chat Transcript and Email sender options.
   1. For Chat Transcript, you can select your preference for what type of transcripts get sent to the inbox.
   2. For Email sender options, you can select to who the transcript email is sent on behalf.
      • Chat should automatically be capturing the email address of the chat initiator, so selecting the option to Send transcript on behalf of visitor can be utilized if you want the Incoming Email feature to create an Issue with the submitter/entrant specified by the user’s email address.
      • Alternatively, you could have every transcript sent from no-reply@issuetrak.com and have a designated representative go through all the issues that get generated from this address, updating and assigning them as necessary.
4. Click Save.

It is possible to have Issuetrak Chat send visitors a transcript of their chat with the Agent. In order to enable the ability to request a chat transcript:

Steps

1. From the Admin dashboard, click on Settings > Options.
2. Scroll down to the Emails to Visitor section
3. Enable the "Allow visitors to request transcript of the chat" option. 
4. (Optional) Change the subject of the email the visitor will receive with their transcript.
5. Click the Save Changes button.

Once this is enabled, the visitor will be able to request a transcript during their chat.

Our Chat add-on makes it quick and easy for your customers to get a hold of you via your Issuetrak site. But your customers, despite the CHAT tab being visible, might not realize that this is an option. Consider configuring Proactive Chat in your site.

But what does Proactive Chat do? Well, it greets your customers after certain trigger events occur. Those trigger events could be a time period that you configure, such as spending 30 seconds on the same page. Or it can be recognition that the visitor to your site hasn't been there before, and you can have a specific greeting for that! We'll get into how to configure Proactive Chat further down.

Activating Proactive Chat

Steps:

1. Sign into the Chat portal.
2. Along the lefthand side, click on Settings.
3. Along the top menu bar, click on the Proactive Chat button.
4. To enable Proactive Chat, check the box next to "Enable proactive chat when a Chat Agent is online".

Configuration

Let's go over the available configuration options.

Conditions (Triggers)

Let's get into the available Proactive Chat conditions (triggers). All of these have operators that help shape their behavior.

Messaging and Assignment Settings

Beneath the conditions, you can set the message that you want your visitor to see for the particular rule you just configured. Additionally, you can set whether the visitor will have a "snap" sound played when they receive your message.

Configuration Steps

At this point, you may have some idea of what you want to do for your first configuration of Proactive Chat. Here's how we can tie it all together.

Steps:

1. From the Configure Proactive Chat screen, click on the Add proactive chat configuration button on the righthand side.
2. Note that two conditions are added to the new configuration by default, and they can be changed or removed if you wish. Those conditions are "Time on page" and "New Visitor".
3. Click on Add Condition.
4. Use the dropdown menu to adjust the new condition to meet your specifications.
5. (Optional) Add more conditions, if desired.
6. Adjust the message in the text box to your preference.
7. If you have multiple Chat agents and would like this Proactive Chat configuration to automatically assign to a particular agent, then select "Enable special assignment settings" and select the agent that should be assigned this chat.
8. Click on Save Changes.

You've created a Proactive Chat configuration!

You can create chat shortcuts, which is an automation that allows chat agents to enter a simple command in their chat window in order to display their choice of canned messages.

Steps:

1. Log into the Admin Dashboard.
2. Navigate to Settings on the right.
3. Choose Agent Settings from the top menu.
4. Click on Shortcuts.
5. Define a new shortcut by clicking on the Add new shortcut button.
6. Enter the command you want to use, and then the message that will appear when the command is entered. Each shortcut automatically has a backslash  \  added to it.
7. Click on the checkbox next to the command to enable it.

Your chat agents can now use the shortcut you created!