Skip to content
Back

Chat

The chat module in Telia Smart Connect allows administrators to set up and manage a fully integrated chat solution, providing customers with an additional way to reach out. Chats can be handled alongside calls, ensuring seamless communication across channels.

  • Add and manage chat queues and agents
  • Customize chat widgets to match your branding
  • Set up operating hours and automated responses
  • Route inquiries based on categories for efficient handling
  • Monitor chat performance with real-time insights

Guide quick links

For users For administrators

For users

As a chat agent, you can easily manage and respond to chats sent to your company by picking chats assigned to your queue or queues.

Overview

1

Incoming chats

All incoming chats will be listed here. Click the purple button on the relevant chat to pick it and thereby assign it to yourself. Only chats assigned to queues you are a member off will be displayed. Chats are assigned to different queues based on the category selected before the chat was initiated.

2

Chat button and notifications

A chat-button in the header allows the chat agent to open the chat window, while also seeing real time notifications for unread chats. If there are unread messages, this will be displayed trough a red dot, stating the number of unread messages.

3

Chat window

The chat window will open when clicking the chat icon in the header, and close when clicking the close-button in the chat window.

Manage active chats

1

Active chats

A list of all chats that the chat agent has picked. The chat highlighted in gray is the current chat. If new messages has been sent in another active chat, this will be notified trough a little red notification, stating how many unread messages has been sent.

2

Ended chats

All ended chats, either by end user, or by chat agent, has to be manually removed from the chat agents list. All ended chats are marked with “Inactive chat” text, and a red close-button. Click the red close-button to remove the chat from the list.

3

Customer information

Customer information is information about the customer the agent is currently talking to.

4

End chat & transfer chat.

To terminate the chat, click “end chat” and confirm in the pop-up asking you to confirm. To transfer a chat, click the “Transfer chat” button. A pop-up will let you transfer the chat to a queue or a category. Select in the drop down, and confirm by clicking “Transfer chat”. The chat history will follow.

5

Log off all chat queues

Toggle that lets the chat agent log on/off all chat queues.

6

Chat

Overview over the chat that is currently active. Agent-messages are purple, and customer messages are white.

7

Send message

Type the message here, and click either the “send” icon, or enter on your keyboard.

 

For administrators

As an administrator you can easily transform how you connect with customers, by bringing seamless chat capabilities to your switchboard.

Chat agents

Add the users you want to have access to the chat-function. In the next step, you must add the users who will respond to incoming chats to the queues.

Only users added here will have the option to be added to chat queues.

Click the “add” icon in the top right corner to add users.

Agent alias

To add or edit chat agent alias, click on the agent you want to edit in the chat agents list → fill in the input-field, and click save. 

Queue

Create chat queues the same way you create voice queues. Create a new queue by clicking “add” in the top right corner, and add members by clicking “add” inside the queue. Log agents on and off the queue by clicking the toggle.

Category

Categories are used for two purposes. Number 1: They allow users to easily select a category when they wish to contact you via chat. Create relevant categories, which will later be routed to different queues. Number 2: Categories are used to route the correct inquiry to the correct queue. For example, you can route all inquiries under the category “customer support” to be forwarded to agents logged into the “customer support” queue.

It is under the categories tab that you route categories to different queues. Different categories can be routed to the same queue if desired. Click the drop down menu on each created category to choose what queues these inquiries should be transferred to.

Chat setup

Create a chat setup to implement the chat feature on your website. In the chat setup, you configure general information such as a welcome message, automatic responses from the chat agent, operating hours for chat availability, and retrieve the script that needs to be embedded in all the HTML code where you want the chat to be displayed.

Chat header:

Header text in the chat implemented on your website. Example “Chat with [Company Name]”

Chat button text:

This is the button the end-user clicks on to start the chat.

Welcome message:

An automatic message sent to the end-user before the chat has been selected by an agent.

Agent message:

An automatic message sent from the agent when the chat has been selected. Type “{AgentName}” in the message to include the agents name.

Default language:

The language applies to all fixed texts that are generated by the system, like error-messages, help text and so on.

Form

Categories

Select which categories should be used in this form. The categories checked here will be visible in the dropdown menu in the chat widget implemented on your website.

Input fields

Choose what input fields should be included in this form, and what input fields should be required to fill out.

Colours

Choose what colours the chat widget should be.

Opening hours

Define what times the chat should be available on your website. The opening hours set here will apply to this chat setup. Check “select for all weekdays” to change all weekdays. Check if you want the entire current day to be closed.

If you want a closed message to be displayed outside opening hours, enter it here. An example could be informing users about the days and times the chat is available.

Implementation

The script must be implemented on all pages in the HTML code where you want the chat to be visible. If any changes are made to the chat, such as a colour change or similar, the script must be copied and reinserted into the code for the changes to be activated on the relevant website.

Allowed domains

Add all the domains where you want the chat to be allowed. This is to prevent the chat from being implemented on websites that are not yours and being misused by other parties.

Chat history

In the chat history, you as an administrator have full overview of all completed chats. Each chat history contains information about the end user, chat agent, date and time, as well as details about the chat—for example, whether it has been transferred to another queue, whether it was ended by the end user or the agent, etc.

It is also possible to download or delete a chat. These actions are logged in the audit log.

User Guides

Here you can find user guides connected to the feature topic. If you can’t find what you are looking for here you might find it in our main user guide archive.
User Guides