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New Member

How to change the Agent Chat logo in SocialMiner

Hi,

Please guide that how to change the Agent chat logo in SocialMiner 9.

Looking forward to hearing back from you.

Best Regards,

Durraze Khan

UCCE Support Engineer
1 ACCEPTED SOLUTION

Accepted Solutions
New Member

Durraze,the path is set

Durraze,

the path is set within the HTML code that you embed from SocialMiner into your own HTML page where the chat form is accessed from.  Here is a sample code to be inserted into your own HTML code:

 

<!-- Do not use this sample code if you are deploying Unified CCX Web Chat. Instead use the code generated by the Chat Widget List in UCCX Administration. -->
<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<socialminer-servername>/ccp/chat/form/100021' method='post'>
    <span>Title:</span><input id='title' type='text' name='title' /><br/>
    <span>Author:</span><input id='author' type='text' name='author' /><br/>
    <span>Description:</span><input id='description' type='text' name='description' /><br/>
    <span>Tags:</span><input id='tags' type='text' name='tags' /><br/>
    <span>Remarks:</span><input id='remarks' type='text' name='extensionField_remarks' value='sample value' /><br>
    <input id='submit' type='submit' value='Submit'/>
    <input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
    <input type="hidden" name="extensionField_chatWaiting" value="Welcome, please wait while we connect you with a customer care representative.">
    <input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives are busy assisting other clients. Please continue to wait or try again later.">
    <input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not available. Please try again later.">
</form>

The section I have highlighted above can be changed to ANY webserver URL where your hosting the image file that you want to display.  The value that is shown is the default location for the cisco logo on the SocialMiner server.

 

Hope this helps

 

David

6 REPLIES
New Member

Configure a Chat Feed1.Access

Configure a Chat Feed

1.Access the Feeds panel.

2.Click Add.

3.Select Chat as the feed type, then enter information in the following fields: a.Type

b.Name

c.Description

d.Chat join timeout—define how long the system waits for an agent to join the chat during the setup process before sending the customer the chatAgentJoinTimeout message (see below).

e.Chat inactivity timeout—define how long the system waits before automatically closing the chat session if there is no customer activity.

f.Reply template—select Cisco Chat.

g.Automatic tags—provide automatic tags for the feed.

4.Click Save.

5.Select the saved chat feed from the list of feeds to open it in edit mode.

6.Select the Sample Code link to open sample code that contains working HTML with the form fields you need to make the POST request for the chat feed.

7.Save the code from the Sample Code link locally and modify it as needed.

8.Add the HTML to your website. ◦The HTML code from the Sample Code link includes the SocialMiner server IP address and feed ID (100045 in the following example). If you have multiple chat feeds, the Feed ID will be different for each one; be sure to copy the sample code from the correct chat feed.

The code also contains form fields: Title, Author, Description, Tags, and three extension fields.

In general, extension fields are a collection of custom name/value pairs that can be added to social contacts and are subsequently displayed in the

Agent Chat user interface. For example, a 'Remarks' extension field appears in the sample form below. The name of the field and the value entered by the customer are added to the social contact and are displayed to the agent.

Four hidden extension fields are special extension fields used to customize the customer chat user interface - they are not added to the social contact and therefore are not displayed in the agent chat user interface.

extensionField_chatAgentJoinTimeOut

extensionField_chatError

extensionField_chatLogo

extensionField_chatWaiting

 

During the chat setup process, if no agent responds before the chat join timeout, the customer is sent a message (defined in extensionField_chatAgentJoinTimeout) indicating that they can continue waiting or try again later.

Replace "./img/ciscoLogoColor.png" with the location of your own logo and replace the default extensionField_chatError and extensionField_chatWaiting text strings with the messages you want the customer to see for each circumstance.

New Member

Hi David, is it possible to

Hi David,

 

is it possible to change chat logo not from POST request but from chat invitation link when I reply social contact facebook feed or twitter feed ?

 

Regards, 

New Member

Hi, Sorry not a feature we

Hi,

 

Sorry not a feature we use so not something I have looked into.

New Member

Hi David,Can you please share

Hi David,

Can you please share a path Replace "./img/ciscoLogoColor.png" with the location of your own logo, that from which path we can change the logo and we need to access the path from SocialMiner?

 

Looking forward for your response.

 

Best Regards,

Durraze Khan

UCCE Support Engineer
New Member

Durraze,the path is set

Durraze,

the path is set within the HTML code that you embed from SocialMiner into your own HTML page where the chat form is accessed from.  Here is a sample code to be inserted into your own HTML code:

 

<!-- Do not use this sample code if you are deploying Unified CCX Web Chat. Instead use the code generated by the Chat Widget List in UCCX Administration. -->
<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<socialminer-servername>/ccp/chat/form/100021' method='post'>
    <span>Title:</span><input id='title' type='text' name='title' /><br/>
    <span>Author:</span><input id='author' type='text' name='author' /><br/>
    <span>Description:</span><input id='description' type='text' name='description' /><br/>
    <span>Tags:</span><input id='tags' type='text' name='tags' /><br/>
    <span>Remarks:</span><input id='remarks' type='text' name='extensionField_remarks' value='sample value' /><br>
    <input id='submit' type='submit' value='Submit'/>
    <input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
    <input type="hidden" name="extensionField_chatWaiting" value="Welcome, please wait while we connect you with a customer care representative.">
    <input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives are busy assisting other clients. Please continue to wait or try again later.">
    <input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not available. Please try again later.">
</form>

The section I have highlighted above can be changed to ANY webserver URL where your hosting the image file that you want to display.  The value that is shown is the default location for the cisco logo on the SocialMiner server.

 

Hope this helps

 

David

Hi David,

Hi David,

thanks for the correct answer, 

I'm preparing the design of chat , for our customer.

after I added the logo URL, its working fine.

please can you provide me how can I change the Favicon from the default one " Cisco" to the customer icon. find below screenshot:

Thanks & Regards

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