Maintenance Manual

36 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
 Signature: To select a signature, click the Assistance button. From the Select Article window that
appears, select the signature article you want to use.
 Footer: To select a footer, click the Assistance button. From the Select Article window that appears,
select the footer article you want to use.
 Chat transcript content: Specify what you want to include in the transcript. The following options are
available.
 Include chat messages and URLs exchanged (default value)
 Include only chat messages exchanged
 Include only URLs exchanged
Configure the transcript options for chats
4. Click the Save button.
Setting Up Notifications
Send notifications to managers every time a customer abandons a chat session. An abandoned chat session is one
where the customer leaves the chat session before an agent joins in. Notifications can be sent to internal users,
using the messaging infrastructure, or to external email addresses. Along with notifications, the transcript of the
chat can also be sent. You can choose to create an entry point without selecting the option of sending
notifications.
The difference between a transcript and a notification is that transcripts are sent to customers, while notifications
are sent to internal users of the organization when a chat is abandoned.
To send a notification:
1. In the Tree pane, browse to Administration > Departments > Department Name > Chat > Entry Points.
2. In the List pane, select an entry point.
3. In the Properties pane, on the Notification tab, go the Conditions section and specify if you want to send
notifications for abandoned chats.