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  • Narendra Muttineni

    I think Chat Transcript is responsible for to retrieve Agent messages, status and Post Customer messages etc. I am just wondering if you add Agent-delay-message using chat transcript, then how this message can be treat as Agent posted message in Service cloud. 

    For ex: Greeting Message: Can we modify the standard Greeting message based on some conditions? Like, if you have the Subject display some text message, else display some other text message. This message I can display in the customer window using chat transcript widget, but how can we display the same message in Agent window with posted by Agent.

    Thanks,

    Narendra

  • Gursimran Singh Saini

    ChatTranscript widget is responsible for sending messages to both customer and agent.

    So the Agent-Delay-Message can be posted on both side with the same piece of code.

  • Jessica Bradley

    Hi Krista,

    Go ahead and open an SR on the topic; Support should be able to help.

    --Jessica

  • Krista Koch

    Hi Jessica,

    Thank you for providing this.  Do you think something has changed since this was posted?  They talk about having access to sessions through Support/Business Success and it says it should give you that detail on sessions.  When I go there, it just has an option to submit a support ticket?

  • Jessica Bradley

    Hi Krista!

    I chatted with the PM for Analytics and he said there was a recorded webinar that will provide a great starting point; it's located here: 
    https://cx.rightnow.com/app/blog/detail/a_id/10825

    Hope that helps!
    --Jessica :)

  • Narendra Muttineni

    I think this message is client side message. The same message has to display to Analyst also since if we display this message to only customer, then there is a difference with Chat Transcript that we send to customer email vs the transcript that has been saved using Print option from Customer side. If business is okay, then this can be the best solution and if not, I don't think this solution can fit. Is there any way we can insert the same message into Service Cloud as well ? 

    Thanks,

    Narendra

  • Gursimran Singh Saini

    Thanks Justin!

  • Justin

    that is a great solution, and an even better explanation 

  • David Riedel

    Hi Willie,

    thanks a lot for your help. I have sent you a PM with the details.

    Best Regards

    David

  • Gursimran Singh Saini

    You will have to extend ChatTranscript Widget and make some changes in logic.js file

    Function _onChatPostResponse is called when customer or agent posts a message.

    In this function, there is an IF condition to check who posted this message: Customer or Agent.

    In the Else Block (Agent), start a Javascript timer for 3 minutes and call this._appendEJSToChat() function to post your Agent-Delay-Message.

  • Jessica Bradley

    Hi Erlin,

    We don't have a feature, out of the box, that addresses the ability to automatically send a response. You can make this suggestion within the Idea Lab.

    --Jessica

  • Erlin Garcia

    Hello

     

    Thanks for the support, this is when chatting.

     

    If a chat agent takes a specific time to answer, a pre-defined message is displayed to the client, indicating something like "Soon our analyst will be with you."

     

     

    Greetings.

  • Sebastiaan Draaisma

    Would this be related to chat or answering incidents?

  • Sebastiaan Draaisma

    I only measure usage (Tier 1 sessions), through count(clickstreams.cs_session_id)
    I have never tried chanels as Tier 1 to my knowledge only covers CP

  • Erlin Garcia

     

    Hi!! 

    Thanks for your comment. It´s already fit

    My question is If a client is served by an analyst, and the analyst stops answering for more than 3 minutes, can the client be sent some type of message that says "shortly it will be attended" or something similar?