Configuring service group chat

  1. Log in as CMsetup administrator.
  2. Access Case Management from the navigation menu.
  3. Click Settings.
  4. Click Service Groups.
  5. Select a service group.
  6. Click Chat.
  7. Specify this information:
    Enable Chat
    Enable the service group to chat, or disable chat for the service group.
    Route To
    Route chat alerts to all available, chat-authorized members of the service group or to an individual agent that is determined by the system to be least busy.
    Chat Display Name
    Display the Agent’s first name or an alias in the chat dialogue window.
    Alias
    Read Only. Displays if alias was selected for the chat display name. The default value is agent. This value can be changed in the Configurable Lists - Chat Channel settings.
    Acceptance Msg
    Read Only. Displays the acceptance message. By default, this message is pre-populated with example text. This message can be changed in the Configurable Lists - Chat Channel settings.
    Serving Chat From
    Set to Yes for each self-service module this service group serves.
  8. Click Update.
Parent topic: Service groups