30 Sep’15

D365 GeneralSetup Chat for Parature

Purpose of this blog is to set up Chat Channel for Microsoft Parature.

Prerequisite:

  1. Parature Enterprise license.

Purpose of the set up:

Setting up Chat channel for Microsoft Parature will help clients have direct live interaction with Customer Service Representatives (CSR’s) addressing their issues.

Steps to set up Chat channel for Parature:

  1. Ensure Chat Supervisor Role is being assigned to the CSR. If not assigned, enable the Chat Role and assign Role level as ‘Chat Supervisor’.
    Go to Setup -> CSR Management -> (CSR) -> Chat Role: Assign the Role and click Save.

    1

  2. Enable Pre-Chat questions:
    1. Go to Setup -> Chat. Click on Edit.
    2. Under Pre-Chat Questions section, enable the Pre-Chat Questions.
    3. Under Email Transcript section, enter the ‘From Address’.
    4. 2

    5. Click on Update.
  3. Create Pre-Chat Questions:
    1. Got to Setup -> Chat -> Pre-Chat Questions.
    2. Click ‘New Field’.
    3. Enter ‘Field Name’ and ‘Field Type’.

      Field Types available are:

      1. Checkbox field.
      2. Multiple Check Box field.
      3. Dropdown field.
      4. Multiple dropdown field.
      5. Radio Field.
      6. TextArea field.
      7. Text field.
      8. Email field.
      9. US Phone Field.
      10. URL field.
      11. US Date field.
      12. Integer field.
      13. International Phone field.
    4. See the below figure for reference:

      Suppose we want to get Additional Note from the end user before the chat begins, we will use text field for getting the note from the user:

      3

      As you can see in the above image, after selecting the Field Type as Text Field, we get to select the Field Size. Also additionally we can select whether the field should be Required, Shown in Search, Shown in List and Internal by choosing options available on the right side.

    5. Click Save.
  4. Set up Post Chat Survey:
    1. Go to Setup -> Feedback -> Chat Feedback.
    2. Enable the feedback.
    3. Click on Create new Question.
    4. Enter details as shown in below figure:
    5. 4

    6. Click Save.
    7. By Default the Feedback question will be in Draft state. In order to Activate it, click on activate button as shown in below figure:
    8. 5

    9. Go to Setup -> Feedback -> General Settings.
    10. Select ‘Show on Chats’.
    11. Select your question as Primary Chat Question.
    12. Click on Save.
    13. 6

  5. Setup Routing Rules for Chat:
    1. Go to Setup -> Chat -> Routing Rules -> New Chat Rules
    2. Click on ‘New Rule’.
    3. Setup your Routing Criteria.
      For example, we want to setup routing rule based on Account creation date i.e. If Account was created before 1st Jan 2015, Assign it to CSR named ‘Vivek Shah’, we can do it using Routing Rules as below:
    4. 7

    5. Click Save.
  6. Manage Chat Deployment settings:
    1. Go to Setup -> Chat -> Deployments.
    2. For Reactive Chat deployment settings, click on ‘Chat Buttons/Links’. For Proactive Chat deployment settings, click on ‘Proactive Chat’.
    3. To setup Reactive Chat deployment Click on ‘Chat Buttons/Links’.

      1. Enter Deployment name.
      2. Select Deployment setting image by clicking in Edit button under ‘Deployment Settings’. Click on ‘Save Images’.
      3. Click on ‘Generate Deployment Code’.
      4. Check ‘Include Pre-Chat Questions’.
      5. Click on Save.
      6. 8

      To setup Proactive Chat deployment click on ‘Proactive Chat’:

      1. Enter name for deployment.
      2. Setup Idle time before Proactive Chat Pop-up to 1 minute.
      3. Click ‘Generate Deployment Code’.
      4. Check ‘Include Pre-Chat Questions’.
      5. Click on Save.
      6. 9

       

    Written by

    Team Member

    CloudFronts

2 thoughts on “Setup Chat for Parature”

Leave a Reply

Your email address will not be published. Required fields are marked *

Time limit is exhausted. Please reload the CAPTCHA.

Want to streamline your business processes?

  • This field is for validation purposes and should be left unchanged.

Recent Articles

  • Reading more then 10K records in D3FOE OData API

    11 July’ 2018

    Introduction: We all know Dynamics 365 Finance and Operations has limitation of 10K records to be fetched at a time usi...

    Read more
  • Paging in D365 Customer Engagement v9.0

    10 July’ 2018

    Introduction: The Xrm.retrieveMultipleRecords method is used to retrieve a collection of records in Dynamics 365 Custom...

    Read more
  • Set up Dynamics 365 connection in Microsoft Social Engagement

    10 July’ 2018

    Introduction: This blog explains how to Set up Dynamics 365 connection in Microsoft Social Engagement. Steps to be follo...

    Read more
  • Voice of the Customer failed to install

    10 July’ 2018

    Introduction: Many people face issues in installing Voice of Customer solution on v9 environment and trying repeatedly ...

    Read more
  • Scribe Insight AX as a Web Service Find Block issue

    10 July’ 2018

    Introduction: If we need to look up for any value from AX then we do it by using a Find Block in Scribe Insight Eg: Basi...

    Read more