Configure a Chat Feed
1.Access the Feeds panel.
2.Click Add.
3.Select Chat as the feed type, then enter information in the following fields: a.Type
b.Name
c.Description
d.Chat join timeout—define how long the system waits for an agent to join the chat during the setup process before sending the customer the chatAgentJoinTimeout message (see below).
e.Chat inactivity timeout—define how long the system waits before automatically closing the chat session if there is no customer activity.
f.Reply template—select Cisco Chat.
g.Automatic tags—provide automatic tags for the feed.
4.Click Save.
5.Select the saved chat feed from the list of feeds to open it in edit mode.
6.Select the Sample Code link to open sample code that contains working HTML with the form fields you need to make the POST request for the chat feed.
7.Save the code from the Sample Code link locally and modify it as needed.
8.Add the HTML to your website. ◦The HTML code from the Sample Code link includes the SocialMiner server IP address and feed ID (100045 in the following example). If you have multiple chat feeds, the Feed ID will be different for each one; be sure to copy the sample code from the correct chat feed.
The code also contains form fields: Title, Author, Description, Tags, and three extension fields.
In general, extension fields are a collection of custom name/value pairs that can be added to social contacts and are subsequently displayed in the
Agent Chat user interface. For example, a 'Remarks' extension field appears in the sample form below. The name of the field and the value entered by the customer are added to the social contact and are displayed to the agent.
Four hidden extension fields are special extension fields used to customize the customer chat user interface - they are not added to the social contact and therefore are not displayed in the agent chat user interface.
extensionField_chatAgentJoinTimeOut
extensionField_chatError
extensionField_chatLogo
extensionField_chatWaiting
During the chat setup process, if no agent responds before the chat join timeout, the customer is sent a message (defined in extensionField_chatAgentJoinTimeout) indicating that they can continue waiting or try again later.
Replace "./img/ciscoLogoColor.png" with the location of your own logo and replace the default extensionField_chatError and extensionField_chatWaiting text strings with the messages you want the customer to see for each circumstance.
