Snippets

The Snippets visual editor is a tool for the supervisor (or admin) to create and edit snippets, which can be understood as pre-made responses for use in a chat with a client. As a supervisor, you prepare the desired set of snippets and agents, then use them when interacting with the client. Multiple types are available, such as images, menus with options, links, etc.

The editor can be found in FrontStage administration, section System ‣ Snippets. You need the EditSnippet role.

The running editor displays a list of all the existing snippets. It is also filled with a result of the data query. Its ID is in the SnippetAdminQueryId configuration parameter.

In the upper right corner there are buttons to create a snippet of a specific type:

• Create Menu - Creating a custom menu

• Create Picture - Picture that will be displayed in chat immediately

• Create Audio - Playable audio

• Create Video - Playable video

• Create Attachment - Downloadable Attachment

• Create Secure URL - Secure URL

• Create HTML Fragment - HTML formatted text

• Copy - Creates a copy of the selected snippet from the list. Creates the exact same snippet with the text “(copy)” after the name and the status “Edit”

• Delete - Deletes the marked records in the list.

• Save

Press any “create” button to immediately create a new snippet. You can prepare it in advance, press Save to save your changes. However, in this state, it is not visible to agents; you can postpone editing it until later. It becomes available to agents by pressing Approve in the header. This state is also indicated in the snippet list. If you edit an approved snippet, it automatically returns to the edit state, and you must approve it again.

Important

If the snippet is used within a chat script, its status will be shown as “Production” in the list and indicated by the icon. You cannot delete such an entry. Agents can still use snippets in this state.

An error may also occur during saving, which must be resolved before approval. You are informed of all these events in the header of the editor of the specific snippet.

Snippet types

All types have a Editor page that is unique to the selected type and a Metadata page containing the same items regardless of type. In this section, we only cover the items for Editor.

Menu

• Timeout to answer [s] - The sent menu may have a limit to when the client can reply. After the limit expires, options may arise:

  • Some response has been marked as default - This is automatically sent to the agent, the menu is no longer active.

  • There is no default response - the menu is no longer active, the client can continue to type freely.

• Style - The style applied to individual menu responses, i.e., how they will be visible within the chat. For both agent and client, the same style may be represented differently in their application.

• Allow free response - If active, the client can write a reply before the timeout expires (without having to select response from the menu). If inactive, he must select from menu or wait for timeout to expire.

  Note

  The waiting can be interrupted by the agent sending another replica in chat (e.g., asking for presence, etc.)

The following sections are where you define the question and possible answers. All options can be specified in multiple languages.

Question, localization

The menu supports “cross localization”, i.e. the agent will see the menu items according to the set language of the application and the client will see the items according to the detected language of his browser. If either party uses a language other than the one in which the menu is defined, the language marked as Default will be displayed.

• Text - Here, you type the question or message you want to send to the client.

• Culture - Question language selection, options according to ISO5 standard.

• Default - See explanation in the introduction.

Reply buttons

Define buttons with specific answers here. The buttons will appear in the chat in the order you see them here, use drag & drop to change the order. Click on a button to open its options:

• Response - A field for Interactive Chat Response (ICR) purposes, neither client nor agent will see this text. Therefore, it is advisable to define it without diacritics and with a unique, short text, e.g., “IdleHoliday1”.

• Style - Selection of possible button styling. The style will be reflected in the chat window on the customer’s side.

• URL - The button can be used as a link, when clicked it opens the corresponding URL.

• Same window - Refers to the URL option. If the URL is not filled in, this option has no effect.

• Text - Text seen by the agent and client in chat.

• Culture - Language of the defined text. As many languages as you have defined in the localization section, there will be as many ready-made language variants.

• Default - Flag which response is the default. Based on the default localization option, read-only.

Picture

• File path - Upload of the image to be sent via chat. Supports drag & drop.

• Media type - MIME file type, detected automatically.

Note

The maximum file size and allowed types are set by the configuration parameters ContentSnippetPictureTypes and ContentSnippetPictureMaxSize.

Audio

• File path - Upload of the audio file to be sent via chat. Supports drag & drop.

• Media type - MIME file type, detected automatically.

Video

• File path - Upload of a video file to be sent via chat. Supports drag & drop.

• Media type - MIME file type, detected automatically.

Attachment

• File path - Upload of a file to be sent via chat. Supports drag & drop.

• Media type - MIME file type, detected automatically.

Note

If the attachment is an image (png, jpeg, …), the client will only see the download link in the chat window. The type “Picture” is used for rendering in chat.

Note

The maximum file size and allowed types are set by the configuration parameters ContentSnippetAttachmentTypes and ContentSnippetAttachmentMaxSize.

Safe URL

• URL - The URL to be sent.

• Same window - If active, the URL will open in the same window as the current chat when clicked. If inactive, it will open in a new browser window.

HTML Fragment

• HTML Fragment - Text field for inserting a string formatted as HTML. The formatting will be interpreted on the client side. More about formatting on the w3schools website. . You can create it in more languages, the same way as the Menu type.

Metadata tab

• ID - GUID, not editable.

• Model - Model type, not editable.

• Name - Name visible in lists and to agents when selecting a snippet.

• Team name - Assignment to a team to allow conditioning/filtering.

• Queue - Assignment to a queue, for conditioning/filtering. See more on Queues.

• Group name - Assignment to a team, to allow conditioning/filtering.

• Last change time

• Last changed by - A user performing last save.

• Created time

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