StringeeX
StringeeXContact UsIntegration
English
English
  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Chat embed code for Website
  • Configure live-chat window interface information
  • Detailed configuration for chat on the system
  • Configure chat window interface
  • Chat template
  • Create a chat template
  • How to use chat templates in chat conversations
  1. II. System Features
  2. 9. Settings
  3. 9.1 Service management (Customer service)
  4. 9.1.4 Configure receiving channels

Live chat

PreviousEmailNextGeneral configuration

Last updated 5 months ago

Users configure as well as integrate the live-chat Button into the existing website so that customers can message directly with the users assigned to chat directly on the Stringee system.

Chat embed code for Website

The user will copy the script and insert it into the HTML source code of the pages on the Website that the user needs to display Live-chat.

Configure live-chat window interface information

  • Automatically create a ticket: all chats Customers chat into the switchboard will be automatically generated.

  • Close the chat ticket at the end of the chat: the generated chat record will also revert to the closed state if the chat is reverted to the ended state.

  • Activate Zalo when chatting: customer chat messages from Zalo OA will flow to Stringee system. Activate Facebook when chatting: customer chat messages from Facebook will flow to Stringee system.

  • Activate the phone field: customers who chat in the system are required to enter the phone number on the live-chat window.

  • Allow email field: customers who chat in the system are required to enter email on the live-chat window.

  • Show chat routes: the main chat routes are the queues on the system.

- If enabled: customers can choose the desired chat route when texting into the system.

- If disabled: the user will choose a default route to transfer customer chats there.

  • Overwrite data: the system will check if the same customer texted in, will overwrite the data if the customer enters different information previously entered on the system.

  • The URL is opened when replying: when the User receives the chat, the system will automatically open the assigned URL.

  • Select business hours: the system only receives messages during this time. If outside this time, the chat will not flow to the system.

Detailed configuration for chat on the system

  • Agent transition time: the user needs to use any item, he will check the box of that item's selection.

When a User has received the chat and if it meets the conditions as well as the specified time, the chat will be forwarded to another User in the chat receiving queue. In case all other Users are not available to receive chat, the chat can continue to flow to the previous User who received chat.

  • Status transition time: the chat will be switched to "Inactive" or "Ended" status if the conditions and specified time are satisfied.

Chat status "Inactive": can understand the chat is in the waiting state. If the Customer continues to text while the chat is in this state, the chat will be continued by the previous chatting User and changed to the "Replying" state.

Configure chat window interface

  • Select the display language: the language will be displayed on the chat window.

  • Select the display background color: the color will be displayed on the chat window.

  • Location:

- Side distance (in px): compared to the 2 left or right borders of the Website depending on the position set in the above item.

- Bottom distance (in px): compared to the bottom border of the Website.

  • Pending messages: messages are displayed automatically when customers text in.

  • Logo image: the logo image is displayed on the live-chat window.

Chat template

Used to create quick chat templates for users. The chat template can be applied to all chat channels (livechat, Facebook, Zalo).

Create a chat template

The user will click the button to create a chat template on the interface.

The user will then proceed to create a chat template with the categories on the system:

  • Chat template title: is the name of the chat template.

  • Apply to: there will be 2 options for users, all Agents (all users on the system can use) and only me (only chat creators can use).

  • Content: this is the content that will be displayed after the user manipulates to use the chat form.

How to use chat templates in chat conversations

In the text input box in the chat conversation, the user enters the syntax "/" + "chat template title (or part of the text of the chat template title)" to select the appropriate chat template.

Example:

Image 1: Live-chat channel
Image 2: Chat embed code for Website
Image 3: Configure live-chat window information
Image 4: Detailed configuration for chat
Image 5: Configure chat window interface
Image 6:Awaiting messages
Image 7: Live-chat logo
Image 8: Chat template
Image 9: Create a chat template
Image 10: Operations of creating chat templates
Image 11: Example of using chat form