Tech Tips: InContact Chat

Summary

I'll be discussing the basics of getting a chat implementation built on InContact. InContact is cloud contact center provider. All contact center functionality is provisioned and operates from their cloud platform.

Chat Model

Below is a diagram of how the various InContact chat configuration objects relate to each other. The primary object is the Point of Contact (POC). That object builds a relation between the chat routing scripts and a GUID that is used in the URL to initiate a chat session with an InContact Agent.

Chat Configuration

Below are screen shots of some very basic configuration of the objects mentioned above.

Below a screen shot of the basic InContact chat routing script I used for this example. The functionality is fairly straightforward with the annotations I included.

Chat Flow

Below is a diagram of the interaction flow using the out-of-box chat web client that InContact provides. The option also exists to write your own web client with InContact's REST API's.

Code

Below is a very crude web client implementation. It simply provides a button that will instantiate the InContact client in a separate window. As mentioned previously, the GUID assigned to your POC relates the web endpoint to your script.

<!DOCTYPE html>
<html>
 <head>
     <title>Chat</title>
  <script type = "text/javascript" >
   function popupChat() {
    url = "https://home-c7.incontact.com/inContact/ChatClient/ChatClient.aspx?poc=yourGUID&bu=yourBUID
&P1=FirstName&P2=LastName&P3=first.last@company.com&P4=555-555-5555";
    window.open(url,"ChatWin","location=no,height=630,menubar=no,status=no,width=410", true);
   }
  </script> 
 </head>
 <body>
  <h1>InContact Chat Demo</h1>
   <input id="StartChat" type="button" value="Start Chat" onclick="popupChat()">
 </body>
</html>

Execution

Screen-shots of the resulting web client and Agent Desktop in a live chat session.

Tuesday, March 13, 2018

InContact Chat