Create Live Chat Based Events

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

SmarterTrack's event-driven architecture gives System Administrators, Managers and Agents the ability to be notified when a specified event occurs. For example, a Manager can use the events system to automatically receive a notification when a live chat is started by a particular customer.

Although the steps below show you how to create the most commonly used live chat event, the procedure is similar for the other live chat events.

Creating Agent-level Live Chat Events 
Follow these steps to create an Agent-level live chat event that sends an email to the agent when a customer starts a live chat:

  1. Log in to the SmarterTrack management interface as an Agent.
  2. Click Menu icon, and from the dropdown select Settings.
  3. Under the My Settings header click My Events. A list of existing events will load in the content pane.
  4. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Live Chat from the list.
  7. In the Type field, select Live Chat Started from the list.
  8. Click OK.
  9. Click the Options tab.
  10. Select the Customer Email checkbox and type the customer's email address in the appropriate field.
  11. Click the Actions tab.
  12. Click Add Action.
  13. In the Action field, select Send Email from the list.
  14. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the Live Chat Events page in the SmarterTrack Online Help.

Creating System-level Live Chat Events
Follow these steps to create a system-level event that sends an email when a live chat is idle for a specified time:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header click on Events.
  4. Ensure the Global tab is selected.
  5. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  6. In the Name field, type a name for the event.
  7. In the Category field, select Live Chat from the list.
  8. In the Type field, select Live Chat Idle from the list.
  9. Click OK.
  10. Click the Options tab.
  11. Select the Idle Minutes checkbox. In the corresponding drop-down list, select Greater Than and type the number of minutes in the corresponding field.
  12. Click the Actions tab.
  13. Click Add Action.
  14. In the Action field, select Send Email from the list.
  15. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the Live Chat Events page in the SmarterTrack Online Help.

 

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