Creating chat prompts

In this procedure we show you how to create a chat prompt that contains real-time numeric data and how to activate it for a queue.

Prerequisites

Rights to:

  • Create chat prompts
  • Manage schedules
  • View queues
  • View calendars

  1. On the System Configurator main screen, choose Queue management > Prompts and click Add new.

  2. Choose Chat and Idle session warning message as the prompt type.

  3. In the Basics block, enter a name for the prompt.

    The name is shown in Queue Management > Schedules > Contact Center/Queue > Schedule details > Default.

    You can also enter an additional description and an external ID that can be used to identify the prompt, for example, when importing the same prompt to several systems.

  4. Choose the language block(s) and enter the text you want customers to see in the message.

  5. To add dynamic information, click the edit icon to choose the variables you want to use.

  6. Enter your text around the variables.

  7. Save the prompt.

  8. Go to Queue management > Queues > [chat queue] > Contact management and define the warning time and timeout if not yet configured.

    Idle session duration ({IDLETIME}) is based on the value defined for Warning time for idle session and Warning time for disconnection ({IDLEWARNINGTIME}) for the value in the field Timeout for idle chats.

  9. Then go to Queue management > Schedules and click Add new.

  10. Choose Chat prompts and Queue.

  11. Add the queue(s) where you want this prompt to be used.

  12. Choose the calendar.

    If you want that the prompt is always used, choose the Default calendar.

  13. In the Schedule details, choose Idle session warning message as the prompt type and then choose right prompt for the Default field.

  14. Save the schedule.

Other dynamic prompt types

The following table lists all chat prompt types that support real-time numeric data.

Prompt Type Variable Description
Welcome Message and Disconnection Message Conversation ID ID of a chat conversation that agents can use as a search criterion in Communication Panel and customers as a reference

You can define that the Disconnection Message prompt is sent when:

  • an agent or a customer clicks the End Chat button
  • a customer in WhatsApp types end
  • the time defined for the setting Timeout for Idle Chats has been reached
Idle Session Warning Message Idle Session Duration The time the chat conversation has been inactive. You configure the time after which this prompt message is sent to the customer either in:
  • Queue Management > Queues > Contact Management > Warning Time for Idle Session

    or

  • System Management > Channels > Chat Channel > Contact Management > Warning Time for Idle Session

If you define the warning time for both channel and queue, queue-level settings override values defined at channel level.
Warning Time for Disconnection The remaining time after which the chat conversation is disconnected.
In Queue Message Current Estimated Waiting Time

The estimated waiting time is in seconds and calculated as follows:

[current average waiting time of that queue]−[the time the user has already waited]

The calculation is based on the number of current conversations and serving agents, and the estimated time can change rapidly when the number of conversations and agents is small. Therefore we recommend that you use this prompt only once.
Long-Term Estimated Waiting Time
The waiting time is in seconds and calculated using also earlier data of real waiting times in the queue:

[long-term waiting time]−[the time the user has already waited]
Position in Queue

This informs the current position in queue.
Number of Agents

This informs the current number of agents serving in this queue.