Lab 8 – Chat Flow Creation and Testing

In this lab, you will learn how to connect chats to a flow and to receive a chat on an Agent Desktop

URL: admin.webex.com Login: Instructor provided credentials

Click here to see the presentation

Instructions:

1. Contact Center-> Overview-> Webex Engage-> Assets-> Channel Assets

Use Case: Customer wants to make the chat template look good

Edit the Chat Asset

  • Edit the asset and add a Website

  • Display Name: Global Support Solutions

  • Byline Text: This is the future!

  • Greeting message: Please Click to initiate a Chat with us

  • First Message: Welcome to the chat!

  • PCI Compliance Message: All Chats are stored and reviewed as needed.

  • Domain: www.w3schools.com

  • Save

  • Edit the Appearance

  • Change Color and Widget button to your taste

  • Save

  • Edit Widget Visibility

  • Show without restrictions

  • Save

  • Select Installation

  • Copy then save installation code

    • Help Page
2. Contact Center-> Overview-> Webex Connect-> My First Service-> Flows

Use Case: Customer wants to receive chats into the Contact Center

Create a new Chat Flow

  • Flow Name: Chat inbound

    • Download form here

  • Upload: LiveChatInboundFlowWithoutForm

  • Save the Configure APP Event

IMPORTANT: All nodes will need double clicking to enter them.

  • Resolve Conversation node

  • Authorize with Cholland after screen fully loads

  • Add Flow ID: All numbers at the end of URL in your tab, after the equals sign

    • Example - If your URL is: https:// holdpleaseinc.us.webexconnect.io/flowdesigner/flow/v3/ flowView?flowId=70324

    Enter: 70324

  • Save

  • Queue Task node

  • Authorize with Cholland after screen fully loads

  • Queue Name: Chat Q

  • Save

  • Close Task node

  • Authorize with Cholland after screen fully loads

  • Save

  • Setting Gear Icon: (Top right of Page)

  • General: Disable descriptive logs

  • Select: Custom Variables

  • Live Chat Domian: www.w3schools.com

  • AppID: Chat Asset ID Copied and Saved earlier

  • Make Live

  • Application: Chat_Asset

    • Help Page
3. Control Hub-> Management-> Users

Use Case: Agent needs login credentials to receive chats

Copy details to use

  • Name: Eric Steele (Overseas Team)

  • Copy email Address

  • Open new browser (not a new tab but a different browser)

  • Got to: https://desktop.wxcc-us1.cisco.com/

  • Login as Eric, Password is the same as Charles Holland

  • Use Desktop for Audio / Calls

    You can test any agent in the same manner as you require.
4. New Tab in Browser-> www.w3schools.com

Use Case: We need a way of simulating the customer website

HTML – Try it Yourself

  • Paste copied installation code between <p>This is a paragraph.</p> and </body>.

  • Run the code

  • Start and new Conversation with your logged in Agent
STOP

Stop

END OF LAB