Omni Channel Engagement Hub: Creating a Chat Widget

In my previous blog post, I covered the basic setup needed for agents to be able to use the the Omni Channel Engagement Hub app. This post is a continuation on that blog, focussing on how we can quickly create a chat widget to allow your customers to interact with your agents.

The video above shows the steps needed to create a chat widget. However, There are a few important points to remember when creating chat widgets.

• A chat widget can be created for different languages. This is very useful if there are web sites in different languages to be considered. If there is only one website which is not multi lingual but multiple languages must be considered for customer interaction, I would recommend looking at Omni Channel Engagement Hub’s real time translation features and creating one chat widget for the main language of the site.
• With an update of a field we are able to show customers their position in the queue. This is incredibly useful for busy periods to reduce abandon rates. When planning to implement this feature, consider that this number may not give the customer the most accurate picture. For e.g. If supervisors are granted the power to manually assign chats to agents, the customer will not be aware of this and the number will not change. If skills based routing is enabled, the customer may also need to wait longer for an agent with the necessary skills and the number shown does not take this into consideration.
• The average wait time can also be displayed to customers. There must be enough data for 2 days of conversations and a minimum of 50 conversations for this value to be displayed. If there is no wait time, the customer will also not see the average wait time in the chat screen.
• If you’re not receiving the chat, ensure that :
  • You are logged in as a user with the omni channel agent role
  • You’re in the queue the chat is being routed to
  • You have a capacity associated to your user record
  • You have a default presence associated to your user record
  • Your presence is showing as available.

Hope this helps!