Rebranding the agent console

As an administrator, you can modify the following properties of the agent console in Smart IT and BMC Helix Business Workflows:  

• Image in an agent console when there are no chats in the console—You can change the following default image in an agent console with no chats:
  
  
  
  

• Notifying application name and notification icon displayed to the support agents—Agents receive browser notifications of incoming chats or messages. By default, the application name displayed in the notification message is Live Chat along with BMC logo. You can change the application name and icon in the notifications.

Best practices for branding the agent console

The following table lists the best practices and recommended size for the agent console:

Before you begin

If you want to modify the company logo in the browser notifications, make sure that you convert the image in base-64 encoded string by using any online tool. 

To modify the image in an empty agent console

1. As an administrator, log in to the IT Home Page and navigate to Virtual Chat Administration Console. 
   
2. Click Rebranding. 
3. From the Property Name list, select Image With No Chats in Agent Console.  

4. From the Company Name list, select Global. 
   

   Important

   The modifications apply to all the companies in a tenancy. You cannot modify this setting for each company.

   
   

5. In the Attachment section, click Add attachment. 
6. Click Save. 
   The image entry is displayed in the Configured Properties table.
7. Navigate to Virtual Chat Administration Console. 
8. Select Self Service Portal > Configuration, and click Refresh Servlets. 
   

If the Image With No Chats in Agent Console entry is deleted, the default image is displayed in an empty agent console. 

 To change the notification icon used in browser notifications for agents

The notification icon displayed in the browser notifications applies to all tenants and cannot be changed per company. 

1. On the IT Home Page, select Virtual Agent > Virtual Chat Administration Console.

2. Select Self Service Portal > Configuration.

3. From the list of entries, select Interfaces - Core Chat Services and click Modify. 
   
4. Create an overlay or click Open Overlay.

5. In the Configuration section, to change the notifications logo, in the <icon> parameter, specify the base-64 encoded string of the company logo that you converted earlier.  

   Example of changing the company logo in browser notifications for agents

   <notifications-settings> <icon>alphanumeric base 64 string</icon> </notifications-settings>

   The following image shows the <notifications-settings> tag:

   

6. Click Save. 

7. To apply the changes, click Refresh servlets.

Agents can see the application name in the browser notifications for incoming chats or messages.

Related topics

Administering

Branding Live Chat for your company