Demo Video

The video below is a demo of a new alternative chat client for the CRM Interaction Center.

Features

The new client includes the following features:

• A persistent chat window across all screens in CRM so that agents do not have to switch screens to respond or see chat messages.
• Does not navigate to different screen on accept, allowing faster customer confirmation.
• Can send messages by pressing enter, or go to new line by pressing shift+enter.
• Notifies user of new messages while minimized with header bar color change.
• Clicking “Chat Client” at the top will hide or reveal the client.
• The chat client will automatically appear when a chat is accepted, and automatically hide itself when interaction ends.
• Clicking header bar will minimize the chat client, or restore it to its previous size if it is minimized.
• Possible to switch between two sizes.
• Allows user to click on a service request number in CAD or chat messages and navigate directly to the request (easily adapted to other objects).
• Chat transfers are supported and include the transcript of the previous chat.
• A full chat history for the currently confirmed customer is available in a popup that will be opened when the agent clicks the H icon.
• Quickcodes
  • Quickcodes are mailforms whose mailform IDs begin with a /.
  • Can be used by typing / then the code ID (for example /HI). Pressing enter once will insert the full mailform text, which can be modified before sending the message.
  • A full list of quickcodes is available in a popup that will be opened when the agent clicks on the Q icon.
  • In the popup, single clicking on a quick code description in the left column will display the full text. Double clicking or pressing enter will insert the message.
  • Quickcodes can be searched by description (autocomplete enabled).
  • Arrow key navigation enabled.
• Contact Attached Data (CAD)
  • The subject and customer name will appear in the header bar.
  • All CAD can be viewed by clicking the C icon.
  • CAD can be used in chat messages or quickcodes by including the CAD key in square brackets. For example [FirstName]. Pressing enter would replace [FirstName] with the CAD associated with that key.
• Keyboard shortcuts
  • Switch between IC sessions with ALT+#  (tab number, 1 for first, 2 for second, etc…).
  • Open/minimize/restore chat window with CTRL+SHIFT+C.

Contact Information

Please contact me with feedback, questions, or for more information at thomasedwardneumann@gmail.com