Configuring chat to launch directly with a live agent
To allow customers to chat with live agents as soon as they log on, as an administrator, you modify the Self Service Portal URL and automatically submit a query.
Note
This feature is available for the old UI of Self Service Portal - http://midTierServerName:portNumber/eschat/arhome.html only.
By default, customers must enter at least one question before they can chat with a live agent.
To put the Self Service Portal in live agent mode when launched, use the rla=1 parameter in the URL. When customers logs in to a chat with this parameter, they are in queue to chat with a live agent, but they must submit a question before talking with a live agent.
Example: http://midTierServerName:portNumber/eschat/arhome.html?rla=1
BMC Virtual Chat also supports submitting an initial question when the Self Service Portal launches with the cq=<contextQuery> parameter.
Example: http://midTierServerName:portNumber/eschat/arhome.html?rla=1&cq=Live%20Agent%20Request
Tip
You can also use the plus sign + or %20 to separate words for the cq value.
The value for the cq parameter can be used to provide launch point information. For example, for starting the Self Service Portal from a particular product page, you could use cq=ProductName%20Version10. In the Support Agent Console, the pending chat displays the cq value, as shown in the following example the cq value is Calbro%20Monitizer%20Version3.1.
To apply the configuration settings, you must refresh the servlets in Virtual Chat Administration Console.
Comments
In which option or section do I configure this option?
This option is available in the Virtual Chat Administration Console > Self Service Portal > Configuration.
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