Enabling the system and typing notifications

System notifications

You can configure the following system notifications for the end users:

• When an invitee joins a chat session. 
  By default, a notification is not displayed when an invitee joins in Monitor mode. If an invitee joins a chat session in Participant mode, the system message is displayed by default.  
• When an agent is disconnected from a chat session.
  A notification is displayed when an agent is disconnected from a chat session and does not join within the timeout period. The default timeout period is 60 seconds and is configurable. 

• When an end user joins a chat session and all agents are busy. 

  The following message is displayed to the end users in Self Service Portal or BMC Helix Chatbot when all agents are busy or temporarily unavailable: 

  All agents are currently busy. The wait may be a bit longer. If it’s not urgent, you may want to try again later.

Typing notifications

You can configure the following typing notifications for the agents and end users.

• If an agent and the end user are on different BMC Virtual Chat servers, by default, the notifications are displayed. As an administrator, you can disable the notifications. 

• If an agent and the end user are on the same BMC Virtual Chat server, by default, the notifications are displayed and cannot be disabled. 

To configure the system and typing notifications

1. From the IT Home page, select Virtual Agent > Virtual Chat Administration Console.
2. Select Self Service Portal > Configuration. 
3. From the list of entries, select System Configuration and click Modify.
4. In the Configuration section, click one of the following options: 
   • If an overlay exists, click Open Overlay. 
   • If an overlay does not exist, click Create Overlay. 

5. Set the following parameter values:

   Parameter	Description and valid values	Example
   agentUnloadTimeoutInSec	Specifies the timeout period in seconds within which the agent should reconnect to a chat session. The following system notification is displayed to the end users if the agent does not connect to the chat session after this timeout period: Agent name was disconnected from this chat session. An agent will connect shortly. (Default value) 60 Valid range—30 seconds to 300 seconds	<agentUnloadTimeoutInSec> 60 </agentUnloadTimeoutInSec>
   releaseAssignedChatsOnAgentDisconnect	Specifies whether the chat session should be released to the support queue after an agent is disconnected. The following system notification is displayed to the end users after the chat session is released in the queue: {{code language="none"}} The chat is released back to the support queue. An agent will connect shortly. {{/code}} (Default value) true—To display the system message. false—To not to display the system message.	<releaseAssignedChatsOnAgentDisconnect> true </releaseAssignedChatsOnAgentDisconnect>
   showBusyMessageForMinimumAgentAvailabiltyCount	Specifies the minimum number of online agents. If the number of online agents is less than this number, the following message is displayed to the end users: All agents are currently busy. The wait may be a bit longer. If it’s not urgent, you may want to try again later. Default value: 0 Message display is disabled with this value. Important: This message is displayed only if auto-accept of chats is enabled for agents. If auto-accept is disabled, the message is displayed only when all agents are unavailable or offline.	<showBusyMessageForMinimumAgentAvailabiltyCount> 2 </showBusyMessageForMinimumAgentAvailabiltyCount> If the number of available agents is less than 2, the All agents are currently busy... message is displayed to the end users.
   ignoreCompanyForQueuePosition	Specifies whether you want to include the Company field value when the system calculates the chat's queue position. Review this setting if you have a common group of support agents for a multi-company queue. Default value: false Example:  There are two companies in your system - Apex Global and Petramco that are supported by a common group of support agents. The current queue is of 25 users who belong to these companies, out of which 4 are from Apex Global. The queue position displayed to a new user from Apex Global will be:  If the value is set to True - queue position 26 If the value if set to False - queue position 5	<ignoreCompanyForQueuePosition> false </ignoreCompanyForQueuePosition>
   sendTypingUpdateToOtherCNSNodes	Specifies whether you want to enable or disable typing notifications when the agent and end user are on different BMC Virtual Chat servers. (Default value) true—To display the typing notifications. false—To not to display the typing notifications. Important: If an agent and the end user are on the same BMC Virtual Chat server, by default, the notifications are always displayed and cannot be disabled.	<sendTypingUpdateToOtherCNSNodes> true </sendTypingUpdateToOtherCNSNodes>

6. Save the settings. 
7. In the Self Service Portal Configuration screen, click Apply.
8. Click Refresh Servlets.

The following image shows the System Configuration entry: 

To customize the default system messages in Self Service Portal

1. From 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 English and click Modify.
4. In the Configuration section, click one of the following options: 
   • If an overlay exists, click Open Overlay. 
   • If an overlay does not exist, click Create Overlay. 
5. From the list of msg_message title tags, select the message that you want to customize and replace the default text with the modified message. 
   
   The following image shows an example of customizing the typing notifications:
   
   
   
6. Save the changes. 
7. Click Refresh Servlets to apply the changes. 
8. If you want to localize the customize message, repeat these steps for each Interface locale entry that you want to use.