Administration
Tenants
  • Information
  • Right Now
Tenant name:
Email address:
URL:
Time zone:
Email custom field:
Consoles base URL:
Web-enabled:
Multichannel plus ACD:
End point:
Username:
Password:
  • Global Settings
  • Groups
  • Clusters
  • Profiles
  • Disposition
  • Assistances
  • Attributes
  • Reports
  • Dashboard
  • Data Redaction
  • Users
  • Information
  • Distribution
  • Control
  • Chat
First name:
Last name:
Chat name:
Email address:
Time zone:
External Id:
Chat item
Email item
Case
Max Chat:
Max Email:
Max Case:
Welcome message:
Goodbye message:
  • Information
Group name:
  • Information
Name:
Tag:
Classification:
Search
  • Information
  • Assistance
  • Dispositions
  • Chat
  • Email
  • Survey
  • Rules & NLP
  • Attributes
  • Data Redaction
  • Agent Stickiness
  • Engagement Workflow
  • Business Hours
  • RightNow Chat
Name:
External Id:
Period:
Group:
Avatar:
Select File...
Chat
Email
Auto Accept:
Time to accept (in seconds):
Increase email priority after (in seconds):
Increase chat priority after (in seconds):
Consoles Base URL:
Welcome message:
Wait message:
Dynamic wait message:
Goodbye message:
Transfer/Re-queue message:
No service message:
Days
Hours
Minutes
Time to abandon web chats:
Enable routing of web chat after business hours:
After hours message for web chat:
Enable routing of web chat when no agents are logged in:
Web chat wait message when no agents are logged in:
Days
Hours
Minutes
Time to abandon asynchronous messages:
Enable routing non-SMS asynchronous messages after business hours:
After hours message for non-SMS async messages:
Enable routing of non-SMS asynchronous messages when no agents are logged in:
Non-SMS asynchronous wait message when no agents are logged in:
Enable comfort message:
Agent idle time before comfort message (in seconds):
Comfort message:
Enable auto-close:
Customer idle time (in seconds):
Auto-close warning message:
Auto-close message:
Messaging bot time-out message:
Require email address to submit a chat:
Re-queue chats upon agent idle timer expiration:
Agent idle time threshold (in seconds):
Send chat transcript to customer:
Allow customer to request chat transcript:
Send chat transcript to additional email addresses:
Enable automated chat routing:
Enable proactive chat:
Enable preview chat:
Preview contact edit allowed:
Preview auto-accept:
Preview auto-engage:
Auto-engage message:
Proactive chat question:
Chat offer condition:
Consecutive pages only:
Time spent (in seconds):
Hover duration (in seconds):
Number of pages:
Offer time-out (in seconds):
Number to offer per session:
Max estimated wait time (in minutes):
SMS
Enable SMS:
SMS opt-in/out message:
Message frequency:
Opt-out keyword:
React Demo Page
Enable survey:
Question:
Template:
  •
Thank you message
Assistances
Use unified dispositions (same as voice channel)
Dispositions
Rules file:
Select File...
NLP training file:
Select File...
NLP training file status:
Attributes
Enable:
Minutes to wait for Chat:
Minutes to wait for Email:
Historical age for match:
Data Protection
Enable RightNow Chat:
End point:
App Id:
Username:
Password:
Enable Engagement Workflow for Email:
Enable Engagement Workflow for Chat:
Enable Engagement Workflow for Case:
Search
  • Information
Name:
Close Item:
Global Disposition:
  • Information
Name:
Add possible attributes values
  • Information
Name:
Rich Text for Email Only
Rich Controls for Messaging
Response:
0/65535
  • Information
Dashboard mode
Dates
From
:
To
:
Time Interval
15 min
30 min
1 hour
1 day
Time Interval
15 min
30 min
1 hour
1 day
1 week
1 month
Group
Profile
Cluster
Attributes
Media types
Keywords
Groups
Group
Clusters
Cluster
Profiles
Profile
NLP Training
  • Rule Details
Rule Name:
Rule RegEx:
Masking Char:
  • General
  • Routing
  • Business Hours
  • Notifications
Download all attachments:
Ignore agent interaction limits for transfers and conferences:
Use unified dispositions (same as voice channel):
Check incoming email server identity:
Check outgoing email server identity:
Route emails while agent is on call:
Route chats while agent is on call:
Route calls while agent is on chat:
Enable notifications:
E-mail address to receive notifications:
Context Groups