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Create a New Channel (Live Chat)

Create a New Channel​

Whenever a new chat is created, first, it will be checked by Channel’s Working Hours layer to decide if the chat follows the Working Hour, Non-working Hours or the Public Holiday flow.

Within Working Hours: Chat will follow the Working Hours flow

  • System will display messages and check the next layer
  • Chat Routing: Single Inbox / Multiple Inboxes / Programmable Flow, then it will be assigned to an agent based on their availability and assignment mode.

After Office Hours: Chat will follow the Non-Working Hours flow

  • System will display messages and check the next layer
  • Chat Routing: None / Single Inbox / Multiple Inboxes / Programmable Flow, then it will be assigned to an agent based on their availability and assignment mode.

Public Holidays: Chat will follow the Public Holiday flow

  • System will display messages and check the next layer
  • Chat Routing: None / Single Inbox / Multiple Inboxes / Programmable Flow, then it will be assigned to an agent based on their availability and assignment mode.

Working Hours​

The user can set up the public holiday for the channel and add the custom holiday.

Configuration:​

  • Go to Phone System
  • View by System
  • Choose Omnichannel on the sidebar
  • Choose Channel
  • Click on Create
  • A new popup window will appear
  • Choose Type
  • Input Channel Name
  • Click Next
  • System will navigate you to a new page
  • Configure a Welcome message for blocked contacts
  • Turn the toggle on if you want to send chat transcript to your customers after the chats ends
    • For this, you need to set up your sender email in the Address page first.
  • Select Public Holiday
  • Select a Country from the dropdown list
  • Enable Custom Holiday
  • Select a custom holiday list that admin / owner created  in Manage Organization - Public Holiday tab

Note​

  • Public Holiday by country = None means the current channel has no public holiday.
  • Channel does not follow the organization's default public holiday.
  • Custom Holiday is not a recurring event. It will only be applied for the appointed date.
  • Please note that these settings for custom holidays are not recurring. You will receive a reminder on December 24th of each year to review and update your custom public holiday configurations for the upcoming year, provided that at least one custom holiday is configured.

 

  • Click Next

Chat Flow - Working Hours​

  • Fill in the Title and Welcome Message for your Chat Widget
  • Enable Require Customer Verification.
    • The admin can choose either to verify visitor’s identity. Their transactions will be marked as Verified.
    • Types of verification
      • Sign in with Microsoft
      • Sign in with Google
      • Sign in with Email (Require Email verification). For this you need to set up your sender email in the Address page first.
      • Sign in with Singpass
    • The visitor would need to sign in with the selected method before they can start a chat

When the button text or the assigned inbox in the configuration section is highlighted with an error for Working/Non-Working Hours and Public Holiday chat flow, system will change the button text preview to Red colour.

 

Chat Routing-None​

  • Selecting this option will not assign to any inbox and display the welcome message only.
  • “None” option only applies for Non-working hours  and Public holiday.
  • Go to Chat Routing and select None

#### Chat Routing - Single Inbox

When the Customer presses Start Chat, the Conversation will be routed to 1 specific Inbox.

  • On tab Chat Flow, choose Chat Routing: Single Inbox
  • Choose an assigned inbox
  • Click Next to configure chat flow  for Non-working Hours and Public Holiday
  • Click Save.

#### Chat Routing - Multiple Inboxes

When the Customer presses Start Chat and selects an option,  the conversation will be routed to 1 specific Inbox.

  • On tab Chat Flow, choose Chat Routing: Multiple Inboxes (Allow up to 3 additional inboxes)
  • Input Button text (maximum 20 characters can be added)
  • Assign routing Inbox from the dropdown list
  • Click Next to configure chat flow for Non-working Hours and Public Holiday
  • Click Save.

#### Chat Routing - Programmable Flow

When the Customer presses Start Chat, the Developer Flow configurations will handle the Conversation.

  • On tab Chat Flow, choose Chat Routing: Programmable Flow
  • Choose a programmable flow from the dropdown list
  • Click Next to configure chat flow for Non-working Hours and Public Holiday
  • Click Save.

Chat Flow - Non-Working Hours​

  • Fill in the Title and Welcome Message for your Chat Widget
  • Enable Require Customer Verification.
    • The admin can choose either to verify visitor’s identity. Their transactions will be marked as Verified.
    • Types of verification
      • Sign in with Microsoft
      • Sign in with Google
      • Sign in with Email (Require Email verification). For this you need to set up your sender email in the Address page first.
      • Sign in with Singpass
    • The visitor would need to sign in with the selected method before they can start a chat
  • The available chat routing options for Non-working hours are:
    • None (The incoming chat is not routed to any inbox). It will only show an auto response message set by the user.
    • The other flows are similar to the Working Hours configuration.
      • Single inbox
      • Multiple inboxes
      • Programmable flow

Chat Flow - Public Holiday​

  • Fill in the Title and Welcome Message for your Chat Widget
  • Enable Require Customer Verification.
    • The admin can choose either to verify visitor’s identity. Their transactions will be marked as Verified.
    • Types of verification
      • Sign in with Microsoft
      • Sign in with Google
      • Sign in with Email (Require Email verification). For this you need to set up your sender email in the Address page first.
      • Sign in with Singpass
    • The visitor would need to sign in with the selected method before they can start a chat
  • The available chat routing options for Non-working hours are:
    • None (The incoming chat is not routed to any inbox). It will only show an auto response message set by the user.
    • The other flows are similar to the Working Hours configuration.
      • Single inbox
      • Multiple inboxes
      • Programmable flow