When a customer initiates a chat, its often a pretty good idea to have some information available that will allow an agent to know who they’re talking to or even why the chat was initiated.
The Omni Channel Engagement Hub allows the configuration of pre chat questions which will prompt the user to provide information prior to speaking with an agent. The responses provided in the pre chat survey can help the agent to efficiently handle the conversation or even help the conversation be routed to the appropriate team.
In order to configure the pre chat questions, we need to go to the chat widget area and the surveys tab. There are two types of surveys available – Pre and Post chat. We’re going to enable only the pre chat survey.
Once when the pre chat survey is enabled, we’re now able to add questions. A typical question is the name of the contact and the reason for the chat.
A good tip to note about Omni is that depending on the name entered in the Pre Chat Question it can automatically identify the appropriate contact or case. Specifying name will automatically look for the contact where the contact’s full name is equal to the value entered in the name field OR where the account name equals the value entered in the name field.
When a conversation is initiated by a customer, a record of the conversation is kept in data verse. this may include personal customer information. e.g. their name and address etc. In Europe, its important to ensure the customer is aware of this and is ok with this. Of course this data will be available for them via transcripts. We can go further into the GDPR considerations of Omni Channel but thats a different topic for another day.
Pre Chat Surveys currently allow 4 different question types: Text, List, Multi Text and User Consent(check box).
When pre chat questions are created, a context item is created with the name of the pre chat question. This is in fact what allows the automatic association of contact, account or case records in the system.
Occasionally OmniChannel may not automatically identify the appropriate contact or account. If this does in fact happen, there are a few things to check:
- If using multiple chat widgets, each chat widget must be associated to a unique workstream when pre chat is being used.
- Secondly, ensure that there aren’t multiple context items in the chat workstream
- Finally there may be duplicate records. The automatic association of records currently works only when there is a single record.
The video below shows how we’re able to enable and configure pre chat questions to allow agents to have the necessary information about a customer. This provides the opportunity for agents to reduce their call handling time and increase customer satisfaction by efficiently handling incoming customer requests.