Live Chat is a native channel of Oracle Service Cloud (OSvC), and one that is more and more in vogue. Text-enabled, real-time, conversations are the preferred way for many customers when engaging with companies.
One of the most popular ways of deploying OSvC Live Chat is placing the Conditional Chat Link syndicated widget in the company’s website. This is done in 3 simple steps:
Step 1 – Placed this snippet of code above any individual syndicated widget script. For performance reasons the recommended best practice is to place the code just before the closing tag and above any syndicated widget instance tags.
Step 2 – This snippet of code is specific to the syndicated widget instance. For performance reasons the recommended best practice is to place this snippet of code just before the closing tag.
< /script >
Step 3 – Place this snippet of code on your page(s) wherever you would like the Conditional Chat Link syndicated widget to appear.
< div id=”myChatLinkContainer” >
< div id=”myChatLink” >
< div id=”myChatLinkInfo” >
< /div >
< /div >
< /div >
Once you place the above code in your company’s website page(s) you should be able to see the Conditional Chat Link syndicated widget display.
But to deliver a good customer experience, you need to manage customer’s expectations, therefore you don’t want to have the Conditional Chat Link syndicated widget available in your website if there isn’t anyone available to respond.
The Conditional Chat Link syndicated widget has various configuration settings, and some of the most used are:
- min_sessions_avail – Minimum number of open agent sessions that must be available in order for the Conditional Chat Link to be actionable.
- wait_threshold – Maximum wait time where the customer should still be allowed to launch a chat.
Note: Please notice that min_sessions_avail will always override wait_threshold.
So, for example, if you want to set min_sessions_avail to 2 and wait_threshold to 5 mins (or 300 seconds), you would need to set it on the syndicated widget and OSvC would generate new code adding the following lines to step 2:
In this scenario, where the Conditional Chat Link syndicated widget is unavailable, it is also useful to configure the setting label_unavailable_busy_template which is the label to be displayed when chat is unavailable due to agent session (Minimum Sessions Available) or wait time conditions (Wait Threshold).
By default, label_unavailable_busy_template is “All agents are busy“ but you might want to configure it to something more appropriate.
If you would like to know more information about the behaviour of the Conditional Chat Link syndicated widget, you can use the Conditional Link Stats report, which is used to display Conditional Chat Link syndicated widget statistics.
This report is out-of-the-box and displays the number of times the widget was loaded, the number of times the widget was active, the number of times the widget was clicked, and the respective percentages of each.