Determining how to offer chat

When setting up chat, administrators and IT administrators must decide how their contact center is going to use the customer-facing chat page to offer chat to their interactions. The customer-facing chat page can be modified to integrate with your organization’s website standards. All inbound chats must route through the chat media server’s Inbound workflow without exception. By default, this workflow is set to route chat requests using the queue selected by the customer in the chat request form.

There are four options for offering chats to your contact center:

By the root chat request form
By the queue chat queue form
By the Inbound workflow
By a user-created chat request form

Note:

Multimedia Contact Center's chat request forms do not support Internet Explorer's Compatibility View.

Each of these methods requires the configuration of a reverse proxy between the Enterprise Server and your corporate website. For more information, see "Publishing Chat and Contact Us to the internet using a reverse proxy".

All four methods for offering chat can be used when offering chat through the Contact Us sample contact page. For more information on using Contact Us, see "Enabling Contact Us".

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