Maintenance Manual
Chat Template Sets 21
This chapter will assist you in understanding how to set up chat template sets. For template sets for callback
activities, see “Callback Template Sets” on page 57.
About Template Sets
Template sets consist of CSS (cascading style sheets) and JS (JavaScript) files. The CSS files control the look
and feel of the Chat Console. The JS files contain the business logic used to render data in the Chat Console.
Templates are also used to determine what information is requested to identify the customer (e.g. name, email
address, phone number). You can also compose messages that the customer will see under certain circumstances
(e.g. if they request a chat session out of hours).
An entry point can be mapped to multiple template sets and multiple entry points can use the same template set.
One template set, Cisco Sunburst, is shipped with the application and can readily be mapped to any number of
entry points.
The template sets are managed from the web server and not from the Administration Console.
What Makes up a Template?
A template consists of a set of pages that are designed to work together. Typically, a chat template has five pages
- a pre chat form, the chat area, post chat survey form, the off-hours page, and the alternative help options page.
All these pages can be customized to meet your business needs.
Important: The system supplied templates should not be deleted.