Set up a Live Chat Channel

This topic describes how to create and configure a live chat channel on Yeastar P-Series PBX System first.

Before you begin

If you want to allow users to call agents directly through the Live Chat widget on your website, we recommend that you create a WebRTC trunk and set up a corresponding inbound route in advance, as they are required in the follow-up process.

For more information, see Set up WebRTC Click-to-Call.

Procedure

  1. Log in to PBX web portal, go to Messaging > Message Channel.
  2. Click Add, and select Live Chat.
  3. In the General tab, configure general settings for the channel.
    1. In the Basic section, enter the following basic information.

      • Name: Enter a name to help you identify the channel.
      • Website Domain: Enter the domain name of the website where you want to add the live chat widget.
        Note: For security reasons, the live chat widget only loads on the configured website domain.
    2. In the Interaction Mode section, set how users can interact with agents and where to route the users.

      • Interaction Mode: Specify the interaction mode supported by the live chat widget.
        Option Description
        Chat Only If selected, users can send chat messages to agents.
        Phone and Chat If selected, users can send chat messages or make phone calls to agents.
        Note: Phone calls through live chat are available only when users access the website over HTTPS. Make sure that your website supports HTTPS.
      • Destination: Specify the destination for inbound messages from live chat.
        Option Description
        Extension If selected, choose an extension from the Extension drop-down list.

        Only the extension user can receive inbound messages from live chat.
        Message Queue If selected, choose a queue from the Message Queue drop-down list.

        All the agents in the selected message queue can receive inbound message(s) of new sessions in the queue. However, only the user who picks up a session will be able to receive and respond to the follow-up inbound messages in the session.
        Third-Party Message Analytics Platform (Transmitted via API) If selected, inbound messages will be automatically forwarded to a third-party message analytics platform via API for advanced processing.
        Note: To enable automatic forwarding of inbound messages to a third-party message analytics platform, ensure that your PBX server has been integrated with the third-party message analytics platform via API. Once this option is selected, the PBX system will automatically transmit inbound messages to the designated platform. You can get notified by monitoring the API event (30031) New Message Notification. Additionally, the PBX provides a comprehensive Message API suite for advanced message interaction with the integrated third-party message analytics platforms.
      • Enable WebRTC Inbound Call: If you want to allow users to make phone calls through live chat, enable this option and select a WebRTC trunk and the corresponding inbound route.
    3. In the Advanced section, complete the following settings.

      • Maximum Concurrent Calls: Set the maximum number of concurrent calls supported by live chat.

        When the limit is reached, no more calls can be made through live chat.

        Note:
        • Phone calls made through live chat (whether by agents or users) occupy the concurrent calls.
        • The default number of concurrent calls is 5, and the maximum value is 10.
      • Supported Message Types for Visitors: Specify the message type that users can send.
        Option Description
        Text Only Users can send text and emojis.
        Text and Image Users can send text, emojis, and images.
        Note: The maximum size for a single image uploaded in the chat widget is 10 MB.
      • Close Session Automatically: If you want the system to automatically close the sessions that have been inactive for a specific period of time, select the checkbox of Close Session Automatically, then set the timeout in the Session Timeout field.
  4. In the Display & Appearance tab, customize the appearance and displayed information of the live chat widget.
    Note: When customizing the widget, you can preview the changes in the right panel.
    1. In the Appearance section, customize the appearance of the live chat widget.

    2. In the Display section, customize the information that will be displayed when users initiate a chat or a call.

      Note: For Agent Information Display: If you choose Name or Name and Profile Photo, the real name and profile photo of the agent who deals with the chat message or phone call will be displayed when users initiate a chat or a call. Otherwise, the default agent name and agent profile photo will be displayed.
  5. In the Message section, configure language preference and message settings for the chat widget.
    1. In the Language section, select an option from the drop-down list.

      This determines the display language of the chat widget.

    2. If you want to use a pre-chat form to collect user information before a chat starts, complete the following settings in the Pre-Chat section.

    3. Optional: In the Message section, edit the following auto-reply text messages as needed, which will be sent to users based on specific scenarios.

      Note: The Online and Offline Greeting Messages are triggered based on office hours. Make sure that office hours in the PBX are properly configured. For more information, see Overview of Business Hours and Holidays.
      • Online Greeting Message: Automatically send the text message to users when they open the chat interface in the following situations:
        • PBX is within Business Hours, and the live chat destination is a message queue.
        • PBX is within Business Hours, and the live chat destination is an extension that is logged in to Linkus UC Clients with presence status set to Available.
      • Offline Greeting Message: Automatically send the text message to users when they open the chat interface in the following situations:
        • PBX is within Outside Business Hours or Holidays.
        • PBX is within Business Hours, and the live chat destination is an extension that is logged out of Linkus UC Clients or logged in with presence status set to Away / Business Trip / Do Not Disturb / Lunch Break / Off Work.
      • Auto-response to the First Message: Automatically reply the text message to users when they send their first chat message.
      • Chat Session Closed Message: Automatically send the text message to users when the chat session ends, either manually closed by an agent / user or automatically closed when session timeout is reached.
  6. Click Save.

Result

A code snippet and URL for live chat are generated and displayed in the pop-up window.

What to do next

  1. Copy the code snippet or URL.
    Note: For code snippet, you can also email it and the website domain to a specified person (for example, a website admin) to assist with the setup. The system will use the default email template (Path: System > Email > Email Templates > Request to Add Live Chat to Website) to send installation instructions to the specified email address.

  2. Enable Live Chat using one of the following methods: