Chat Center

A chat center service enables communication in real time between participants. The “live chat,” service connects a customer service agent with a customer for a real-time, instantaneous conversation. The information below shows how to set up chat queues and set up communication between an agent and a customer. 

Setting Up Chat Queues 

Set Up Chat Queue

1. Click Settings
2. Click Internet Module 
3. Click Chat 
4. Add the Name of the Queue
5. Click Active 
6. Add your Email Address
7. Click Save

Set up Internet Menu

1. Click Settings
2. Click Internet Module 
3. Click Menus 
4. Click Web User
5. Find menu with link: Chat/ChatCenter.aspx
6. Click Enable

Create A Web User 

1. Click Settings
2. Click Systems Setup 
3. Click Security
4. Click Users 
5. Add User  or use existing user
   1. Enter UserID
   2. Enter Full Name
   3. Enter Email Address
6. Click Save

Create Internet Access for User 

1. Click on User created above
2. Click Tools 
3. Internet Access 
4. Create Internet User 

Chat Center Flow Support for Representative 

1. Log onto the website below with the web user name created 

https://support.icco.com/ClientDefault.aspx

1. Click the Chat Center Menu from the main menu 
2. Sign into Support / Queue Name Created 
3. Join in Session to Respond to Message from Customer 

Chat Center Flow Support for Customer 

1. Go to website Chat_public/index
2. Click on chat link
3. Type your name and message to support 
4. Type your name 
5. Type question 
6. Select Support 

This set up will allow chat center interaction between the support representative and customer