You can integrate chat capability in Customer Portal on an individual profile basis. Note: Currently, TeamSupport is the only supported chat provider. If you need to configure a different provider, contact your Account Manager.
Chat Provider Configuration
This tab lets you specify a chat provider and provides the applicable chat provider configuration fields. Note: This setup is only available on existing (previously saved) profiles. The tab is visible but not functional until the profile is saved.
To set up chat functionality for an existing (saved) profile, click the Chat tab. Start by selecting a chat provider.
Making this selection displays additional fields as needed to configure the selected chat provider. For TeamSupport, these fields let you specify widget IDs (unique identifiers) that correspond to URLs for displaying a chat bubble on portal pages.
You can specify separate IDs (and thus different URLs to display the chat) for authenticated pages available after you log-in and non-authenticated pages available before log-in (i.e., user registration, log-in, and forgot password).
Note: The base URLs for TeamSupport integration are pre-configured and managed by IDI. They can be updated by IDI as needed.
Enter a TeamSupport Widget ID in the field directly under the Chat Provider Settings header. This ID corresponds to the URL to display the chat on authenticated pages (for logged in users). Your TeamSupport administrator can retrieve Widget IDs from the TeamSupport (snapengage) web site. The Click here for help link provides instructions for this.
When you enter the Widget ID, the system verifies that it produces a valid URL before saving it. You’ll see a confirmation when the ID has been successfully verified, and the Preview button at the far right of the field will be enabled.
Clicking Preview will show you a preview of the chat.
The Show on non-authenticated pages checkbox lets you choose whether or not to display a chat on non-authenticated pages (as well as authenticated pages) and is checked by default. This gives you the option to either use the same ID for non-authenticated pages or specify a different ID to point to a different URL for non-authenticated pages.
If you want to point to the same URL for authenticated and non-authenticated pages, leave both the Show on… and Use Same Widget as above checkboxes checked.
To point to a different URL for non-authenticated pages, leave the Show on… checkbox checked and uncheck the Use Same Widget as above checkbox. This displays an additional field for entering a different widget ID. This field operates the same as the above widget ID field with respect to validation and preview.
Validation Notes:
If both Widget IDs produce valid URLs, you can save the TeamSupport configuration without issues.
If either Widget ID results in an invalid URL:
A clear error message appears, telling you which Widget ID is incorrect.
You cannot save the configuration until the issue is fixed.
Disabling TeamSupport Chat Provider
When TeamSupport is set up as your chat provider on a profile, you can disable it by clicking the red Disable TeamSupport button. Note: This completely removes the configuration from the profile. All fields (selected provider and widgets) will be cleared. To reconnect, you’ll need to re-enter all configuration settings
TeamSupport Chat Features for Portal Users
Chat Access for Logged-in Users
When TeamSupport is configured for a profile, the subscriber (and customer service reps pretending to be the subscriber) can see and use the TeamSupport chat on every page in the Customer Portal.
Clicking the bubble opens the chat.
When you start a chat, TeamSupport receives:
Your Account Number (the one tied to the account you’re viewing; this varies if a corporate account is being impersonated).
Your Name (first and last name as shown in the Customer Portal).
Your Email Address (the one displayed in the Customer Portal).
Chat Access for Guests (Not Logged In)
When TeamSupport is set up for non-logged-in users in a profile, the chat bubble is available for:
Login
Forgot Password
Registration
Clicking the bubble opens the chat.
