This is an added functionality for ICE software. This module can be enabled or disabled by Admin based upon the requirement.
As per the module, when a visitor clicks on the chat button to connect with the agent, the system opens the chat window on the same screen rather than redirecting the visitor to the new window.
Given below is the procedural action of system, when the visitor connects with agent through embedded chat process-
•Click on the chat button as shown in the screen below-
•Fill out the prechat survey window opened on the same screen by the system as shown below-
Note– The prechat screen shown above along with its entities are just for reference. They may differ as per design.
•Click 
after filling up the entries in the respective fields and the following message will be displayed on the same screen-
•The system will then connect the visitor to the agent on the same page as shown below-
•The visitor can continue the chat with agent on the same window as shown in the above screen.
Also, highlighted on the above screen is the send button the color of which has been set as per the theme of the embedded window from Admin panel. Further, the send button color could also be set different from that of the selected color theme of embedded chat window from admin panel. This is as shown below-
While initiating a chat to connect with agent, if a chat gets into a queue, the visitor chat interface will display the message. This is as shown in the below screen-
The message shown in the above screen is a demo message. The console will display the message as configured from admin panel.
In case if maximum queue limit for an agent of a particular skill has reached in ICE application, the chat button on visitor console will be displayed in the following format-
The occupied button will remain visible on the console unless the queue gets over. The message on the chat button is a demo text and will display as set from admin panel.
Credit Card Masking-
The visitor chat interface is equipped with credit card number masking feature. In this feature, when visitor enters any of his credit card number then the chat interface will display only the first and last few digits of the card. The rest of the numbers will be shown masked. This is as shown below-
Modern Visitor Window-
When the embedded window type is selected as Modern Visitor Window from admin panel, the following chat interface will appear in visitor console-
Further, when the modern visitor window in minimized form will be displayed in following format-
In case if by any reason an operator is disconnected during an ongoing chat, the system tries to reconnect the chat within 300 seconds. This is as shown below-
Confirmation Message of Survey Submissions-
- Offline Survey- When a visitor fills the details for offline survey and submits it, the system will generate a default message. This is as shown below-
- Exit Survey- When a visitor fills the details for an exit survey and submits it, the system generates the following default message-
Note- The above default messages for exit and offline surveys can be replaced by the messages as set from admin panel. If no message has been configured from admin panel for either of the surveys, the system will continue displaying the default messages.
Email Transcript Option for Exit Survey-
A visitor will be able to receive the transcript of the chat with agent in his/her mail address. To get the transcript, a visitor needs to click on the transcript icon as shown in the below screen-
The system will display the below screen to user-
Once the visitor enters the email address and clicks on Submit button, the system will display the following message as shown in the below screen-
Rating Options In Exit Survey-
A visitor during an exit survey also has the option to reply in a rating format for the questions. There are three options in this regards-
- Star rating– The star rating for exit survey would be displayed on the visitor screen in following format –
User has the option to choose any one or all the star for rating.
2. Emoji rating– An emoji rating in a visitor console would be displayed in the following format-
3. Slider Rating– A slider rating in the visitor console will be displayed in the following format-
Survey Appearance In Modern Window Console-
- Offline Survey- An offline survey with a description in a modern window console is displayed in the following format-
- Pre-Chat Survey- A pre-chat survey with its description in a modern window console will appear in following format-
- Exit Survey- An exit survey with its description in modern window console will have the below appearance-
Resizable Text Box-
ICE application provides resizable text box for visitor console. In this case, if a visitor enters a lengthy sentence in the text box, the size of the text box expands like the one as shown below-
The box retains its original size when a visitor sends a text
Disclaimer Message-
The system displays a disclaimer message on the visitor console, when enabled from admin panel. This is as shown in the below screen-
As shown in the above screen, click OK button and the disclaimer message disappears from the screen.