Chat to Messaging Migration

Happening as part of session with Kent

Optional

Review the brand’s LE tag to ensure it is the proper version for messaging.recommendation is to have the Brand update to the newest tag.

Required

reconsider (clean up) naming conventions,

Optional

LP recommends creating a Fallback skill

Optional

Queue prioritization focuses agent resources on the conversations that matter most. It allows brands to efficiently allocate staffing resources and better handle incoming messages by prioritizing conversations in the queue based on importance.

Optional

3 SLAs need to be set for messaging: Default, Urgent, and First Time.

Optional

Optional

Only pertains to accounts that will not have 24/hr contact centers, or when messaging will not be provided in the same manner. Working hours are configured using “Shift Status” found in the user menu for certain profiles (i.e. Agent Manager and Administrator, by default) Each skill can have its own unique Working Hours / Special Occasions settings.

Optional

Utilize the Campaign time frame instead of, or in tandem with Working Hours (Shift Status). If campaign has a configured timeframe that disables it on certain days or during certain hours, engagements will not display during those hours.

Optional

Required

Configurable by skill. Time to inactive is the time it takes from an agent’s response to a consumer before going into the inactive/idle state.

Required

Configurable by skill. Auto close is the time it takes from a consumer going inactive to when the conversation is closed by the system.

Required

Agent warmup is an optional configuration for messaging. If enabled, the incoming conversations assigned to an agent at the beginning of their shift will be slower and build gradually. The warm up feature will send the agent one message at a time with a defined interval between the first few incoming conversations, allowing the agent to adjust to their shift and get into the flow of their messaging workload.

Required

Only pertains to brands that do not have a 24/hr contact center. Queue backlog is used when a queue is formed (generally overnight) that has conversations waiting for agents for extended periods. Queue backlog will make any conversations that have been in queue for X time (configurable) to go into the inactive state quicker (configurable, default is 5 seconds), since these conversations will have a greater likelihood of being idle/inactive. This frees up agent’s availability to take on a new active conversation and allows the queue to be cleared quicker.

Optional

Optional

Out-of-the-box code configuration for unauthenticated web chat, including SDEs, will not require any code changes.

Optional

Optional

Optional

Required

Optional

No changes needed for Entry Point.

Optional

No changes needed for Behaviors.

Optional

Optional

All pre-chat surveys will need to be created as a bot (eg Valentino)

Optional

5-star default post conversation survey to gather CSAT

Optional

There is no offline survey.

Optional

All agent surveys for messaging have to be built as a widget in LiveEngage.

Optional

SDEs will be passed in the same manner as chat.

Optional

Chat and Messaging have entirely separate sets of Automatic Messages. Can review them

Required

Secure forms require no changes from chat to messaging.

Optional

Consumer to agent file sharing is available for messaging. Needs to be enabled

Optional

The new agent workspace would be the recommended workspace for agents as they switch to messaging.

Required

Manual mode is not available for Messaging. Messaging has two ACD settings, Auto-Accept mode and Advanced mode which requires the agent to accept the conversation in X time (configurable) before returning the conversation to queue for another available agent to accept.

Required

The Agent and Agent Manager profiles may need to have their permissions updated.

Required

Verify the field “Max no. of messaging conversations” has a value assigned

Required

No changes needed for Agent Groups.

Optional

Required

In the new agent workspace, the Agent Summary widget has a different widget to enable for messaging.

Required

There is currently no page navigation widget.

Optional

C2M provides an opportunity to revisit all of the predefined content to determine if it is still viable. Content may require revisions or complete deletion due to the different mindset of messaging vs chat.

Optional

Agent to consumer file sharing is available for messaging.Needs to be enabled

Optional

Any custom Away states created for the chat platform will migrate to messaging.

Optional

No changes needed for CoBrowse

Optional

Optional