Customizing chat request forms and chat sessions

Chat request forms and chat sessions can be customized to match your organizational style and provide different options to contacts. You can customize your chat offering at the contact center level and at the level of individual queues. Chat options are configured using a single JavaScript file, chat.public.config.js, that contains a series of JavaScript variables and properties. This file is hosted in CCMWa’s folder on the Enterprise Server (<drive>\Program Files (x86)\Mitel\MiContact Center\Website\CCMWa\Scripts\).

You can make the following customizations to your chat request forms and chat sessions:
  • Show or hide Estimated Wait Time, Number of Available Agents, Number of Idle Agents, Number of Chats Waiting, and Business Hours queue statistics
  • Enable chats to be submitted after hours
  • Enable chat requests to be submitted when the queue is closed or unavailable
  • Enable chats to be submitted when there are no available agents
  • Enable Gravatar avatars
  • Add a corporate logo and customize its placement on the chat request form
  • Provide a description for the queue that appears both on the chat request form and in the browser title bar
  • Change both the background color and if it displays as a solid color or a gradient
  • Show or hide the topic field, make topics mandatory, and set specific topic choices
  • Set up Gravatar avatars for contacts
  • Configure queue closed messages
  • Configure the LumaThreshold for light or dark icons
To customize chat request forms
Note:

If you customized your chat request form in version 7.0, your customizations will not be retained after an upgrade to version 8.1. For more information, see "Updating chat customization from Version 7.0 to Version ".

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