Contact Points

Overview

Contact points are typically aligned with different lines of business, functions, or divisions by language. All Quiq tenants have at least one contact point. This control panel allows an Admin to enable web chat or configure additional platforms for the contact point, configure the options available for web chat, and manage Stop Lists for a given contact point.

General Tab

General Settings

Contact point ID’s are fixed, but labels may be changed by clicking the Label item, making the desired change, and clicking the Save button.

Contact Point Timer Settings

These settings override the tenant level settings applied under Timers for the given contact point. This allows specific use cases among different contact points.

Outbound Roles

Roles may be given rights to start a conversation or send notifications from the contact point. An agent may send an SMS message to a customer using one of two methods, Start Conversation or Outbound Messaging:

Start Conversation immediately begins a conversation and assigns it to the agent, while a Notification does not generate a conversation unless the customer replies. Reference Outbound Notifications for additional details.

The Outbound Roles provides an administrator with a method of limiting these actions to specific roles. This is best explained via an example:

• A site with a Sales and Service contact point may wish only users in the respective departments to use those contact points. Roles defined along these departmental lines allow the Admin to limit the Sales contact point to the Sales role, and the Service Contact Point to the Service team. A Manager role may be given access to both contact points.

• Additionally, each function (Start Conversation and Send Notification) is managed separately for each contact point. In the above example, Sales may be given access to the Send Notification item for Service in order to message about service specials, but not added to the Start Conversation list, as only Service reps should have Service conversations.

Click the Edit link to alter the list of Roles authorized to use each function. Once changes are made, ensure the Save button at the top of the Contact Point configuration page is clicked to retain the changes made.

Additional Roles may be considered for the purpose of managing this access.

SMS Tab

Platform Timer Settings

Just as these may be overridden at the contact level, the timer settings may be further overridden at the platform level, with the most specific set of timers being applied. Other platform tabs will provide the same options specific to conversations taking place on the given contact point and platform. This allows a specific “SLA” to be applied to each platform. Web Chat and Apple Business Chat my have shorter timers given the nature of the platform and customer expectations of a more real-time interaction.

SMS Numbers

The numbers configured for this contact point will be of the following types:

• Standard: Numbers that both send and receive SMS messages
• Incoming Only: Numbers that receive messages, but conversations are diverted to a standard number. This is typically used for toll free numbers to avoid the lack of MMS support on those numbers.
• Blocked Outbound: Numbers that may receive messages but conversations are diverted to a standard number. These numbers have been identified as being blocked by the carrier. See Preventing Outbound Message Blocking for blocking information.

Stop List

Recipients of text messages must always have the option to opt out of receiving them. The opt out is based upon the contact point because different contact points may have different uses. A customer may wish to opt out of a certain type of messages, but still receive others. For example, a customer may wish to stop receiving Sales messages, but still interact with the Service or Support team. In this case, the customer would be added to the stop list of the sales contact point, but removed from the support contact point stop list.

Quiq detects and applies STOP and START messages sent by a recipient, however these messages must be just the single word. Customers may send “Please stop texting me” which would not be detected as a stop message, and would have to be processed manually.

Removing a customer from a stop list may not automatically allow them to begin receiving messages. A carrier block may still be in place, and the customer must text START to the contact point number in order to lift the carrier block.

When adding or removing numbers, multiple numbers may be input using comma delimited format. Up to 50 numbers may be added or removed at one time.

Export Stop List

The stop list numbers may be exported to a CSV file. Toggle the Export Across Contact Points option to get stop lists for all your contact points.

Web Chat Tab

Web Chat Enabled

This is the master switch allowing the Admin to control whether web chat is turned on or off. Toggling to off makes the remainder of the options unavailable. Enabling Web Chat here is not the same as implementing it on a web page. Reference the Quiq web chat SDK for details on placing the chat client on a web site.

Web Chat Status

Indicates whether the web chat button would be visible given the Agent Availability Rules configured for the web chat platform on this contact point. After a rules change, this will be re-evaluated and may take up to a minute to update.

Email Transcript

Causes a button to appear at the end of a web chat conversation that allows the user to request a transcript of the web chat conversation.

User File Attachments

Enables the ability for the customer to attach files to a web chat, making the file available to an agent. This is essentially the same functionality as SMS attachments but can be disabled in web chat for added security. Only a certain set of file types are available for upload such as images and PDF files. For a full list of supported files types please see the list here.

Agent File Attachments

Enables the ability for agents to attach and send files to a customer via web chat.

Emojis

Enables a set of emojis for the customer to include in messages sent.

Play Sounds

Sound notifications for the end user bring attention to notifications generated by the web chat. Toggle this off to disable sounds.

Title Bar Notifications

Toggle on to allow the browser tab to be changed indicating web chat events.

Whitelisted Domains

Entries here control what web sites are allowed to host chat clients associated to the contact point. A blank entry allows any server. Quiq recommends this always be completed for security purposes. Use wildcards to allow multiple hosts to display the chat client.

Mobile Options

Allows Mobile users to be redirected to their SMS application and a new message window with the phone number entered here as the recipient on the mobile messaging app. This allows redirection of mobile devices away from web chat and to the native mobile messaging platform.

Menu Options

Allows offsets and additional items or links to be added to the end user’s web chat menu.

Web Chat Colors

Color styling may be accomplished here vs having to apply extra JavaScript parameters to the web implementation. This allows a Quiq Admin to change the web chat appearance without any web developer time consumed or change orders required. The preview to the right allows a realtime review of how the chat window will appear the the end user.

Web Chat Fonts

Allows selection of a specific font to be used for the end user web chat window. Note the specifics in the settings description here.

Welcome Form

This section allows creation of a Welcome Form which is displayed to end users before they are passed to the chat dialog screen. Fields may be marked as required and thus must be filled to allow the user to submit the form. Fields are placed in the order added to the form. Ensure that the desired top field is added first, and subsequent fields are added in order.

Custom Fields must be edited after being added, to change the label and required options.

After changes are made to the form, click the Save button at the top right of the panel.

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⚠️ NOTE

The form defined here will override any form field definitions implemented by your web team. Welcome form fields will be deprecated in the web chat client, and defining the welcome form here will permanently disable their use via JavaScript.

Agent Availability Rules

Complex conditions and parameters may be set here to define when the web chat option is visible on a page. While the title suggests the original capability of just being shown when agents are available, rules may now consider a large set of variables to determine if the web chat icon is displayed. Note that this may be overridden by the JavaScript used on the page where web chat is provided. These rules will work for a default implementation.

Conditions may be added for time of day or day of week, queue volumes, available agents, etc. Reference the Conversation Rules section for specifics on the Rule editor. Once changes are made, it is necessary to scroll to the top of the page and click the green Save button to ensure changes are applied. Once saved, the Web Chat Status will update to indicate if the chat button should be displayed.

Facebook Tab

Connecting an existing Facebook page to Quiq causes all Messenger traffic directed to the page to be sent through Quiq. This turns Facebook interactions into Quiq conversations and potentially CRM records if your Quiq instance is integrated to a CRM. The person configuring the Facebook integration must be signed in to a Facebook account that has admin privileges, within a different tab of the same browser where Quiq is being used. This ensures the scripted actions work without issue and allows the integration to flow smoothly.

Once configured, Platform Timer Settings and Page Association sections are available.

Platform Timer Settings

Just as these may be overridden at the contact level, the timer settings may be further overridden at the platform level, with the most specific set of timers being applied. Other platform tabs will provide the same options specific to conversations taking place on the given contact point and platform. This allows a specific “SLA” to be applied to each platform. Web Chat and Apple Business Chat my have shorter timers given the nature of the platform and customer expectations of a more real-time interaction.

Page Association

Click the link to view the checklist and identify any errors in the configuration. A healthy configuration will appear as follows:

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⚠️ NOTE

The Facebook Page Identification section becomes blank as soon as it is submitted. Quiq does not retain the URL, but uses it to find the page ID. So long as the other sections are green, the integration is functional. A yellow section will indicate a problems, and the Facebook admin should re-complete the checklist.

Reconnecting your Facebook Account

Your Facebook account may become disconnected, especially if you change your Facebook account password.

The steps to re-connect to your Facebook page are as follows:

1. First, ensure that you are logged into Facebook as a user with Admin permissions on the Facebook page. In the same browser, access your Quiq instance and navigate to Admin > Contact Points > [Your FB contact point].

2. Select the Facebook tab and click the Configure link at the bottom.

3. This will display a list of items to complete. Select the Associate User item first to ensure we have an updated access token. Then complete each item in the checklist.
   This should connect your page.

Twitter Tab

Connecting an existing Twitter account to Quiq allows all Twitter Direct Messages to be sent through Quiq. This turns Twitter interactions into Quiq Conversations and potentially CRM records if your Quiq instance is integrated to a CRM. Note the warning displayed on the configuration page. The Twitter configuration is tightly scripted and will easily complete for a user with proper credentials.

The Twitter account used should also be configured to allow direct messages (DMs) from anyone.

Additional Platforms

Additional Platforms may be added such as Apple Business Chat, Google RBM, and Google Messages. These require coordination with the messaging providers. Contact Quiq Support via [email protected] for assistance with these platforms.