Quick walkthrough from web access to first session

Learning Goals

• Create and configure a web plug-in in Setup.
• Configure a session assignment rule for the support queue.
• Use a local HTML page to simulate a visitor starting a consultation.
• Confirm that an agent receives and responds to the session in the workspace.

Prerequisites

[!IMPORTANT] - Role permissions: You must have the System Administrator or Online Customer Service Administrator role. - Agent readiness: Create a support group and set at least one agent to Online.

Instructions

Step 1: Create a web channel plug-in and copy the script

1. Go to System Settings > Service Management > Online Customer Service > Channel Access.
2. Select Web Channel and click Add Web Plug-in.
3. On the Plugin Settings page, enter Web Channel Test as the plug-in name.
4. Customize the guest window style (such as button color, window theme), and preview and test directly on the right side.
5. Click Save.
6. After the Saved Successfully message appears, click Copy Code in the generated code box.

Step 2: Configure session allocation rules

1. Go to Online Customer Service Setup > session handling Rules Configuration > Session Assignment Rules.
2. Click New Allocation Rule.
3. In Basic Info, enter Default Web Assignment as the rule name.
4. In the applicable web channel list, select Web Channel Test.
5. For the assignment method, select Specify Group and choose your support group.
6. Click Save.

Step 3: Verify the agent response

1. Sign in as an agent and open Customer Service Workbench.
2. In the In Progress session list, select the test session.
3. Enter a reply in the composer and click Send.
4. Confirm that the local test page displays the reply.

Next steps

• Web channel access settings
• Handle sessions
• Administrator quick start