Sharpen Chat
- Josh Daugherty (Deactivated)
Website chat is included as a configurable interaction type. The Sharpen platform provides a URL that can be included in website code to present visitors with a chat window, where the interaction is then routed to an agent as configured. Adding web chat as a channel is simply a platform configuration, and no additional licensing or fees are required. Sharpen’s chat tool can be configured with custom colors and text opacity using Sharpen Chat Themes.
Chat bot functionality is configured through Sharpen Logic and Actions, and then called to using Sharpen Chat configurations.
Preview Chat can be enabled through Sharpen Chat configurations. Preview Chat is a real-time preview of a customer's message. With this feature enabled, an agent will be able to see the moment a user begins typing into a chat window and use that information to investigate their question or issue and craft a response.
This section is where you will customize and build your Sharpen Chat Theme. Click the existing themes on the left. Or, click Build New Theme to get started.
Name
Name your theme so that you can find it later if you have more than one.
Colors & Text
Select your Primary (the chat bubbles) and Secondary (notification) color choices for the via the color picker.
You can also toggle the notification color and opacity.
User Info
Determine how you would like to gather basic information about the customer before the interaction starts with the agent. The only option is a Logic Bot .
App Key
This field will not display until you save your theme. This unique identifier is for your chat theme. This key will be automatically included in the Setup. (See below).
Title
The Title will display at the top of the chat window.
We’d recommend something like “Welcome!”
Graham
This is a legacy field designed to collect customer information. Now, it is overridden by your Logic Bot and enabling/disabling will not have an impact on your bot.
Logic Bot
Here, you’ll select the bot you’d like to use for this particular theme. Your Logic Bot allows you to adjust prompts, responses, and routing. For more information, refer to the Actions & Logic guide.
Note: Enable preview chat (the ability for agents to see what a customer is typing before it is sent) in the Manage Users or User Group settings.
Use the preview window to see your customizations.
The Setup Tab is where you will select and copy the HTML code to embed chat on your webpage.
Similar to the App Key, this tab will not display until you save your theme.
This is one article in a series covering Admin Configuration topics.