Overview
Quick replies are buttons that a customer can click on to help guide them through a webchat journey.
With this feature you can send these buttons from 8x8 scripting.
If you are currently not using ICA, you can only collect information on webchat via the pre-chat form.
If you aren’t ready for the ICA, you can now collect information on why your customers are contacting you.
Applies To
Contact Center
Web Chat
Quick Replies
What are we releasing?
From the webchat script, you can now forward a query to the social script
This then allows you to to use all of the features that are available in the social script
The query is then routed to the queue from the social script
Extra features this brings to webchat
Script: Send Prompt
Send prompt allows you so to send multiple messages to your customer
These can be sent at any time before forwarding to a queue
Script: Question Single Answer
Single answer questions will send quick replies
Customers can also type their response
After a quick reply is selected, routing can be performed on it
Multiple quick replies can be next together
Script: Question Yes/No
Yes/No responses will end quick replies
Customers can also type their response
Routing can be performed on the response
Multiple yes/no answers can be linked together
Script: Question Open Ended
Collect verbatim responses before routing to an agent
Multiple responses can be collected in the chat
This will be displayed to an agent
Routing not possible on open ended questions
Script: Get Customer Information
Collect information from the customer, such as their email address, which will trigger a screen pop in the Native CRM
Search other items in Native CRM
Script: Forward to Queue
Forward to Queue has timeout to leave queue when time parameter met
Forward to Queue has test for queue conditions
Prerequisite: Web Window Needs Keep Session Flag
The keep session alive option must be set on the web window
This also means that a customer can navigate to different pages on a website
The time frame is how long the customers chat will stay alive if they:
Close the browse/webpage
Have internet connection issues
Something else
Limitations
Typing size of question/prompt boxes is not increased with this release
Single question needs to be an exact match when typed
Linking with Speech Analytics
Create quick replies as topics in speech analytics
Create the topics inside speech analytics
Allows customers to monitor which their most popular quick replies are
Information can then to be used to see what areas to invest in for ICA projects
