Inbound chats

The visual editor for inbound chat rules is a tool for supervisors (or admins) to create and edit rules for processing and distributing inbound chats. This can include web chats (a window on your website) as well as social media chats (FB Messenger, WhatsApp, etc.).

The editor can be found in the FrontStage administration, section Rules ‣ Inbound chats. You need the EditChatCondition role.

Editor layout

Upon opening, you can see a list of all currently defined rules in your installation. The list is divided into groups based on rule types:

• Processing on gateway - Definition of the webchat window state. Configuration of when/under what conditions the window signals the availability/unavailability of chat with an agent. Setting the webchat state as Free, Busy, Closed, or Hidden. Rules see: Gateway conditions.

• Pre-processing - Rules for chat script needs (ICR).

• Queue determination - Rules for project determination, see: Chat project conditions.

• Post-processing - Actions after the webchat ends.

Each group can have any number of rules, which are evaluated in the order they appear in the list. If the system finds a rule that matches the conditions, it applies it and moves to the next category. It does not go back.

Note

Before evaluating the conditions present here, the system first checks the conditions defined within Website routing, where it evaluates and sets rules according to the categories Rules for setting CORS, Rules for setting language, and Rules for setting WebChat. Only after processing these conditions does it proceed to evaluate the conditions of this editor.

Buttons in the header:

• Save - saves all the changes. If you leave the editor and won’t save the changes, you will loose them.

Working with rules

You can create a rule by clicking the Add Rule button located at the end of each group. Its behavior varies depending on the group. For the Queue determination and Processing on gateway groups, a dialog box will appear where you select the parameters of the inserted rules, which will be preset (you can change them after insertion). For the remaining groups, a new, empty rule will be created in the list.

You can delete the rule by pressing the “dustbin” icon at the end of each row and change their order by drag & drop.

Particular rule definition

After creating the empty rule in the list, you have to define its content, so it can work properlly.

Empty rule in the list:

1. When clicked on it, a drop-down menu will appear and you can choose the inner condition for it.

   

2. After the inner condition follows the action, which will be performed, if the inner condition is matched. Selection works the same as in previous case.

   

3. You can add the finalizing action at the end.

   

4. By clicking out of the rule area, editing will be paused and you can see the final rule content in the text form.

   

Important

Particular inner conditions and actions can be connected in “AND” logical way, so more complex rule can be defined, which will reflect you needs more preciselly.

You can tell if the selected rule item has an editor available where you can see its detail immediately by the icon. Click to open the editor in a new window where you can continue working with the item.

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