If you provide a chat service via Oracle Service Cloud (CRM), you can add a button to a web page which shows your chat availability and lets your users launch a chat if chat is available. 

If you don't already have a chat service and would like to offer one, talk to the CRM team

How the chat availability widget works

The widget updates the button status and message based on:

  • the opening hours set on the CRM portal (e.g. uqcurrent, uqemployee)
  • the availability of operators in your chat queue
  • the estimated wait time for users in your chat queue.

Example of student support in a school

For this example:

  • uqcurrent chat hours are 6am-10pm
  • A school's chat hours are 9am-4pm
  • Jane is the school's chat agent 
  • The school's queue is configured so that Jane can have up to three concurrent chats.

Circumstance and CRM parameter used

Chat widget behaviour

Example (not linked to chat)

10pm-6am

Outside of hours for uqcurrent

label_unavailable_hours

Greyed out button, no link to launch chat

Chat - unavailable

6am-9am

Inside uqcurrent hours, outside school's hours. Jane is not signed on to chat.

label_unavailable_busy_template

Greyed out button, no link to launch chat

Chat - unavailable

9am-4pm

Jane is signed on and has capacity to chat.

label_available_immediately_template

Blue button, active link to launch chat

Chat - Online now

9am-4pm

Jane is signed on but already has 3 chats, so can't take any more. Estimated wait time is under 5 minutes (default wait_threshold value in the widget)

label_available_with_wait_template

Blue button, active link to launch chat

Chat - 5 min wait

9am-4pm

Jane is signed on but already has 3 chats, so can't take any more. Estimated wait time exceeds 5 minutes (default wait_threshold value in the widget).

label_unavailable_busy_template

Greyed out button, no link to launch chat

Chat - unavailable

9am-4pm

The fire alarm went off and Jane's building was evacuated. Jane had to sign off chat and leave the building.

label_unavailable_busy_template

Greyed out button, no link to launch chat

Chat - unavailable

Error fetching availability information – the widget can't tell if chat is available or not.

label_default

Blue button, active link to launch chat. If chat is not available, the user will get a message when chat launches.

Chat 

Requesting the chat availability widget and adding it to a page

Chat widget can only be requested by the site coordinator, not an editor.

1. Get the information from the CRM team

Talk to the CRM team to get the required configuration details of your chat widget.

You need to know:

  • the URL of your chat login page
  • the ID of c (category) or p (product)
  • portal ID (e.g. uqcurrent, uqfuture)
  • the URL of the webpage(s) where the corresponding chat widget should be used

2. The site coordinator requests the chat widget for the site

Your site coordinator for your website should log a job to webservices@uq.edu.au to have the chat snippet set up. Please include below details in your request:

  • all four configuration parameters provided by the CRM team in step 1
  • (optional) what date/time the chat will be available, e.g. 9am to 5pm (Mon - Fri)
  • (optional) a preferable heading for the chat widget, e.g. 'Contact student support'
  • (optional) the URL for other contact options

ITS will set up a snippet in Drupal with your chat widget and, if you want them, the heading and chat availability.

3. Insert the snippet into the relevant page

Afte the chat widget is set up in step 2, you should be able to insert the chat snippet anywhere on your site. See how to insert a snippet on the snippet guide.

The widget will display like below.

If you just want the widget alone:

Chat - Online now  

If you want to include a standard heading and availability:

Contact student support

Chat - Online now  

Chat 9am to 5pm, Mon - Fri.

Other contacts

4. Updating the snippet

After the snippet is set up, the heading, opening hours and links can be maintained by a site coordinator or site builder. They should not change the configuration parameters for the chat availability widget unless instructed by the CRM team.