Create/Edit a V2 Chat Profile

Required security profile permissions: Chat Profiles Create or Edit

Chat profiles allow you to customize the appearance of the customer chat interface. Chat profiles can be either V1 (using ASPX) or V2 (using HTML5).

This topic explains how to create or edit a V2 chat profile.

Create a Chat Profile

1. Click Routing → Chat Profiles.
2. Click Create New.
3. Type a unique, descriptive Profile Name.
4. For Interface, select V2 (HTML5).
5. Configure the Appearance fields as needed, using the Preview window to view your updates.
6. (OPTIONAL) Enable and configure a Pre-Chat Form.

   

   1. Select the Enable Pre-chat Form checkbox.
   2. Modify the Welcome Message as needed.
   3. Configure the fields as needed.

   Contents submitted using this form are passed to the BEGIN script as Begin parameters starting with the entry P0.

7. (OPTIONAL) Enable and configure Waiting Queue window.

   

   1. Select the Enable Waiting Queue checkbox.
   2. Modify the Waiting Message.
   3. (OPTIONAL) Change the color of the background and tone of the text.

   4. (OPTIONAL) To add a logo, select the Logo checkbox and then do one of the following:

      • If you already uploaded the logo to the platform for another purpose, click Add Existing. Locate and select the image. Click OK.
      • To upload a new logo, select Upload New. Locate and select the image. Click OK.

   5. (OPTIONAL) To add a larger image, select the Hero image checkbox and then do one of the following:

      • If you already uploaded the image to the platform for another purpose, click Add Existing. Locate and select the image. Click OK.
      • If you want to upload a new image, select Upload New. Locate and select the image. Click OK.

   Images uploaded for the logo or hero image will stretch to fit the specified maximum size. Selected images must be .svg or .png file types.

8. Click Save.

Edit a Chat Profile

1. Click Routing → Chat Profiles.
2. Locate the chat profile you want to modify. Click it to open it.
3. Change the Profile Name.
4. Change the Appearance, Pre-chat Form, and Waiting Queue options , using the Preview window to view your updates.
5. (OPTIONAL) Modify the Pre-chat Form.

   

   To modify this form, edit any of the available attributes as needed:

   • To disable this form, clear the Enable Pre-Chat Form checkbox.
   • Change the Welcome Message.
   • Add new or edit existing fields.
   • Reorder fields by clicking the up and down arrows on the left side of the field.
   • Remove fields by clicking the trash icon.
6. (OPTIONAL) Modify the Waiting Queue window.

   

   To modify this form, edit any of the available attributes:

   • To disable this window, clear the Enable Waiting Queue checkbox.
   • Change the Waiting Message, queue background color, and tone of the text as needed.
   • If you want to add or modify a logo or hero image, make sure the Logo box or Hero Image box is checked.
     • If you already uploaded the image to the platform for another purpose, click Add Existing. Locate and select the image, then click OK.
     • If you want to upload a new logo, select Upload New. Locate and select the image. Click Open.
   • If you want to remove an existing logo or hero image, either clear the Enable checkbox or select Remove and then click Yes.

   Images uploaded for the logo and hero image will stretch to fit the specified maximum size. Selected images must be .svg or .png file types.

7. Click Done.