Configuring the Web Channel

Prerequisites

• This section describes only how to enable the web channel and verify the functions. In actual scenarios, an enterprise needs to develop the client chat page through JavaScript or API integration. For details about how an enterprise performs integration and development, see Lightweight Web Chat Control Integration (Token Mode) and Overview.
• The tenant administrator has a multimedia agent that has been bound to the tenant administrator's business account.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
2. Click Newly created. The Configure Channel page is displayed.

   Set Channel Access Code, select WEB, and click Next.

   NOTE:

   The channel access code must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).

3. Set channel information parameters.

   Table 1 Channel information parameters

   Parameter	Description
   Channel Selection	Select Web.

4. Set basic configuration parameters.

   Table 2 WeChat channel parameters

   Parameter	Description
   Channel Name	The channel name must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).
   OU Configuration	Select an OU created in Configuring OUs to assign it to channel resources.
   Skill Queue	The options are all multimedia called routes of the current tenant space. For details about how to configure a called route, see Configuring Called Routes.
   Keyword for Transfer to Agent	Keywords for switching from robot service to manual service. After a customer enters any of the keywords on the client, robot service is switched to manual service. NOTE: If the intelligent robot is enabled, this parameter must be set.
   Click To Call	For details, see How Do I Set the Click-to-Dial Called Route?.
   Agent Work Time	Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-working days are set on the Configuration Center > Workbench Configuration > Service Time page.
   Non-Working Time Notification	When a customer call is connected to an agent in non-working time, this message is displayed to notify the customer that the agent is in rest state.
   Queue reminder interval	Customized notification interval for a customer waiting in a queue.
   Queue reminder content	Customized notification content for a customer waiting in a queue.
   More
   Last Agent Mode	For details, see How Do I Enable the Last Agent Mode?.
   Session End Due to No Customer Reply	For details, see How Do I Set Session End Due to No Customer Reply?.
   Session Transfer Due to No Agent Reply	For details, see How Do I Set Session Transfer Due to No Agent Reply?.
   Session Transfer	For details, see How Do I Set Session Transfer?.
   Third-party authentication key	For details, see How Do I Set the Third-Party Authentication Key?.
   Offline Messages	For details, see How Do I Enable Offline Messages?.
   Message Push	For details, see How Do I Enable Message Push?.

5. Set robot configuration parameters.

   Table 3 Robot configuration parameters

   Parameter	Description
   Connecting to the Intelligent Robot	For details, see How Do I Enable Connection to the Intelligent Robot?.
   Access Robot Assistant	For details, see How Do I Enable Connection to the Robot Assistant?.

6. Click The next step. The Channel Integration page is displayed.
7. (Optional) Click Try. On the page that is displayed, configure customer information to simulate the dialog window on the client. Verify that customers can chat with agents or the robot through the current channel.
   1. Click Try, and click in the lower right corner of the page that is displayed.

      If Connecting to the Intelligent Robot is enabled, the customer is connected to the robot by default. Otherwise, the customer is automatically connected to an agent.

   2. In the Online Customer Service dialog box, enter the chat content, click Send, and check the reply of the robot or agent.

      If the chat content entered by the customer contains keywords configured for the robot or agent, the robot or agent identifies the keywords and replies to the customer. If the keywords cannot be identified, the robot or agent replies, for example, "Sorry, I cannot understand."

      NOTE:

      When communicating with the robot, the customer can click Transfer to Agent or enter any keyword set in the Keyword for Transfer to Agent text box to switch from the robot to an agent. However, the customer cannot switch to the robot or an agent when communicating with an agent.

   3. Sign in as a multimedia agent and choose Online Chat Workbench.
   4. (Optional) Click , then click Evaluation to comment on the current agent, including the satisfaction rating and content evaluation, and click Confirm to submit the evaluation.
      NOTE:

      The customer can only evaluate the services of agents who have at least one dialog with the customer in the web channel. During and after a dialog, the customer can evaluate the service of the agent at any time. The last evaluation is used.

8. Return to the web channel access configuration page and click Close.

Follow-up Procedure

Export channel information.

NOTE:

• All information under Basic Configuration and Robot Configuration can be exported. Passwords and keys cannot be exported.
• A maximum of 100,000 channel records can be exported at a time, and a maximum of 2000 records are allowed in an exported file.
• If no channel is selected, all channel information is exported by default.

1. Return to the channel list.
2. Select the new channel and click to export the channel information.
3. Click and confirm that Status of the export task is Success.
4. Click Download to obtain the exported channel information.