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Channel: Enabling WebChat

Embedding WebChat in your email signature

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Embed WebChat inside your email or a campaign.


WebChat is an incredible tool to help close the gap in communication. Live chat has proven to not only save time and money, but it has a huge impact on customer satisfaction (take a look at some of the statistics here ). According to DMR states gadgets , 205 billion emails get sent a day on average.  The majority of emails being sent are a call to action.  Whether you are sending out an email campaign or are sending out a personal message, your emails call for a response. Embedding WebChat into your signature will enable your customers with a click of a html link to open a chat window and collaborate with you via Instant Messaging through your Skype for Business Client. Offering your customers an easy way to communicate will not only grant you the responses that you are looking for, it will also help close that gap in communication and provide great customer satisfaction.


To embed WebChat inside of your email signature do the following:

Set up your  WebChat page

  • The first thing you need to do is create a WebChat page that is specific to you. When you log into the WebChat dashboard , click on the “page” tab at the top of the dashboard.
  • Then click on the “New Page” icon Add Page Buttonin the settings. Give your page a name and click “Create Page” (Page Name cannot contain any spaces). See example
Creating a page name for email signature
  • Next, go to the “Page” tab at the top of the dashboard and create a new group. Name the group after your name ex: Jordan Mills. Put in your email address and a welcome message. This welcome message is the message that displays when your chat conversation connects. For example: This is Jordan Mills, How may I help you?. This will be the first message that will be displayed in the chat conversation.
  • Next, go to the “Users” tab. Find your user from the list and double click to edit. If your sip address / User doesn’t show up you will need to create a user if you have admin rights. From the ‘Users’ edit screen, you will assign the group that you just created to your user. For instance, if you created a group called, Jordan Mills then you will assign that group to your user.
  • Now go back to the “Page” tab on the top of the dashboard. We need to assign the group to the page. Select a page to edit. From the drop down menu, choose your recently created page. This will be your PageName referenced in the below URL.
  • Change your group mode from “Multiple Groups” to Single Group” and choose your name for the assigned group. When you are finished, save your work. See example below:
Page Settings for email signature
  • You have now set up your page to be embedded into your email signature. Your URL to access this page will be as follows: (http://enablingchat.com/yourdomain/pagename). You will need to replace “YourDomain” and “PageName”.
Set up your signature:
Now that we have your page set up, we need to set up your signature. You can either create a new signature or edit an existing one.
  • To create or edit a signature go to your signature settings. If you are using outlook, go to “file” tab and choose “Options”
  • Then choose “Mail” and “Signature” See image:
Updating Email signature in outlook

  • From here you can either create a new signature or edit your existing one.
  • Simply create a “Chat with me” Hyperlink inside your signature an amend the hyperlink WebChat url (http://enablingchat.com/yourdomain/pagename) to the text. You will need to replace “YourDomain” and “PageName”.
  • Now you are ready to use your WebChat embedded signature. View my signature below:
WebChat Signature


If you have come across this article and haven’t yet signed up for WebChat. You can sign up for our 30 day trial here.

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Multiple WebChat Pages

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Multiple WebChat Pages


A customized Skype for Business chat window placed on different sections of your website:
One of the many features of WebChat is called Multiple WebChat pages. This feature allows you to create different versions of the WebChat client and have them placed on the different sections of your website. You can create a WebChat page and embed it onto a Sales section of your website that displays only a Sales group or groups. Likewise, you can also create a separate support page and place that on the support section of your site. Each page can have its own set of Questions, Groups and Users assigned to those groups.

Below is a WebChat Hierarchy:

The left diagram shows that WebChat is built using pages. Each page can have its own set of Questions, Groups, and Users assigned to it. The image on the right shows that I have a “Demo” page with a set of questions and groups.
 WebChat landing pages Hierarchy

Multiple Landing Pages Example:

The left image is a ‘Sales’ page and the right image is a ‘Support’ page. Each page has its own unique URL to embed onto a specific section of your website.
For ex:
-Sales page URL = http://enablingchat.com/CompanyName/Sale(page name)
-Support page URL = http://enablingchat.com/CompanyName/Support(page name)

Landing Pages Example

You can customize each page to have its own look and feel, set of questions, set of groups, and users assigned to them.

This feature will allow more flexibility when embedding a chat window onto your website. This feature also allows separation between your groups. If you have a support page, it may not be necessary to display a Sales group in that chat window as well. 



If you are interested in creating an infinite number of WebChat pages to place onto your website. There are also many different places that you could embed a chat window.


Here are some examples of the many places you could embed a chat window:


-Embedding a WebChat URL into an email signature. Click here for more info

-Embedding WebChat into a staff directory. Click here for more info


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Staff Directory With Embedded Live Chat

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Staff Directory With Embedded Live Chat


In this blog post, I will show you how to create a ‘Staff Directory  – Live Chat Link’ to use for every staff member in your organization. Whether you are an educational institution, or have an organization with multiple employees, you will most likely have a staff directory containing an alphabetical index of the names, departments or a particular category of people. Now days, these staff directories are accessible online for students, employees, and faculty members to have quick access to individuals that they would like to contact. If your organization utilizes Skype for Business, then you can take advantage of Enabling WebChat and offer a live chat service for every faculty member in your staff directory. This is a great way to utilize your existing Skype for Business service and at the same time make yourself easily accessible to your students, employees and customers. Individuals will have a convenient way to communicate with their contact person through Live Chat. By enabling individuals to have quick access to communication, you eliminate the need for them to dial a phone number, wait on hold, or to be transferred. Live Chat will increase commination satisfaction and reduce the cost of other communication services. Each staff member can take as many live chat conversations and they can handle.

Here is what it looks like to offer a live chat service in your staff directory:

Staff-Directory
In the WebChat Admin Dashboard, you can create multiple chat windows for each of your staff members. These are called WebChat Pages. Each WebChat Page can have its own look and feel as well as its own settings. When a WebChat page is created, it will also create a link that will be accessed using a web browser. This is the hyper link that you will put into your staff directory.  Each staff member will have its own page created and its own link to embed into the directory.

In the below example I have created a page for Vanessa Smith. 
(This is the chat form that an individual will see once they have clicked the “Live Chat” button in your staff directory.)

 Staff Directory Live Chat Window 3


The individual will need to fill out a little information about themselves on this form before clicking the “Chat Now” button. Once the chat button is clicked, the staff member will receive a notification in their Skype for Business client that they will need to accept before collaborating in a “two way live Instant Message” conversation.

Here is an example of what the two way conversation between the Individual and the Agent will look like. The Individual’s chat conversation is on the left and the Staff Member’s conversation window is on the right.

Staff directory live chat conversation windows


How to embed a Live Chat link inside a staff directory:

If you haven’t already signed up for a free 30 day trial, you can do that here.

  1. Sign into the WebChat Admin Dashboard here.
  2. Create a WebChat Landing page : To create a new WebChat page, click on the Pages Tab at the top of the admin dashboard. Now, click on the ‘New Page Icon’. A popup window will appear. Give your new page a name by typing in the text box (the page name will be the name of your staff member). Enter the name without any spaces.  Now select the ‘Create Page’ button.

    Staff Directory Live Chat page name


  3. Edit your page:
    • Select your newly created page to edit. Choose your page from the drop down menu towards the top of the browser window.
    • Highlight and click on your preferred page to edit. Each page can have its own settings. You will start off by configuring the questions tab and the theme tab. See our user guide for more details.  
    • Below is an image of the page and settings that I created for Vanessa Smith:

      Live Chat staff directory page settings


  4. Now you will need to create a group :
  • Click the Group Tab at the top of the Admin Dashboard.
  • Select the option to  Create A Group and begin filling in your desired information. Click update when finished.
    • Name = Staff Member,
    • Email = Staff Member Email,
    • Routing Method = Please See our user guide for more information on routing methods
    • Greeting = This is the welcome message that your chat visitor will see when the conversation first connects
    • Invite Timeout = this is the amount of seconds that the staff member has before sending the chat visitor to an email form.

      Live Chat staff directory group settings

  • Now create a user: A user is also known as an answering agent. When a chat request is sent it will be routed to the specified list of user/s.  
    • Click the Add New Users button.

    • Give your user a display name. This is the Staff Members name that will be displayed during the chat conversation.
    • Enter email address for your user. This is the email address of the Staff Member.
    • Enter the users Skype address. This is the Skype address of the Staff Member. If the Skype address is the same as the email address, then check the checkbox “Same as Email”.
    • Next add the group to the user. To Add, simply click and drag the group of your staff member from the available group section and place it in the assigned group. See Example below:

      Live Chat staff directory user settings

  • Lastly we need to assign the Group to the Page:
    • Go back to the Page Tab at the top of the Admin Dashboard.
    • Now, click on the setting tab
      • Instruction Message: this is the instruction message that displays on the top of the Chat Request Form.
      • Group Mode: This section will allow you to display multiple groups on the “Chat Request Form” or to only have a single group option. To route the chat request to a single staff member, choose single group.
      • Assign Group: If you choose the single group mode, choose from the drop down menu the Staff members name. See image of setting below:
      • Save: Click the disk icon to save your page.

        Live Chat staff directory adding group to page 2

  • Url : To access your created page you will use the following url: https://enablingchat.com/companyname/StaffMemberName . 
    • Replace ‘companyname’ in the URL with how it appears in the admin’s signup email address. For ex: name@domain.com. Domain will be the company’s name. Make sure no spaces are in the companyname. Hyphens are accepted.

    • Replace ‘StaffMemberName’ in the URL with the name of the page that was created inside the page tab of the admin dashboard (this will be the name of your staff member).

    • For example: Here is what the link looks like using the above settings. http://enablingchat.com/enablingtechcorp/vanessasmith  
  • Embed URL: Now it is time to embed your url into your staff directory.
    • Edit your staff directory and add the text “Live Chat”.
    • Amend a hyper link to that text and add the page url to it.  Example:  Live Chat  Notice the hyper is inside the text.
  • Smaller Chat Window:
    1. To embed your link with a smaller chat window, add the following code to your staff directory and replace the url.
    2. To adjust the width and height of the chat window, make your adjustments inside this code. For Example: width=540, to make smaller adjust the number lower.
      1. , <a title=”Chat ” onclick=”window.open(‘https://enablingchat.com/companyname/pagename’, ‘newwindow’, ‘width=540,height=455,toolbar=no,directories=no,status=no,menubar=no,scrollbars=yes,copyhistory=no,resizable=yes’); return false;” target=”_self”>Chat</a>
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    WebChat Furniture Store Scenario

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    Can Enabling WebChat help your business the way it helped Axiom Furniture Store?



    Axiom is advertising a special sales event on their website and through social media. Before WebChat, Axiom would display their available furniture collections online for customers to be able to view only, in essence closing their online door. If a customer is interested in a piece of furniture, they would need to call a sales representative or travel to the store’s location. Axiom’s store is their window in the community, but now they need to update their website to be able to open their doors to allow for more online foot traffic and expand their market share.

    Axiom is now utilizing Webchat which allows their customers to immediately communicate with a sales representative through a live chat feature embedded via a URL link onto their website. A staff member at Axiom can easily utilize their existing Skype for Business chat client to answer these online live chat requests. Customers with the click of a button can now communicate with a live person to confirm if a unique piece of furniture is still in stock, place the piece on hold for a later pickup, and even order and ship it all via the chat. In addition, a unique URL can be set up that allows for Sales, Support and Customer Service all to have their own group chat links. This will allow for the proper representative to handle each chat request in the most effective way possible. Thus increasing Customer Satisfaction.

    WebChat is a very simple tool that closes the gap in communication and opens that door for online foot traffic. As a retail store you may or may not have a separate customer service department however, by utilizing WebChat staff members can chat with customers from the store location while also attending to on-site job activities. By allowing for the potential for staff members to handle multiple chats at one time they can then help more customers through WebChat than they would through a single phone conversation. Click here for WebChat statistics

    Here is how WebChat works:

    A URL link would be placed onto your website or into a social media post. When a visitor clicks on that “Chat Now” link, it will open a chat request form that your customer would fill our before initiating the chat conversation. A staff member at Axiom showing as available through their Skype for Business client would allow for a Skype for Business alert to be sent to that staff member on their device when the customer click’s the chat button on the form. This is a normal Skype for Business notification that when accepted, will initiate the two-way instant message conversation between the website visitor and the staff member.

    Click here to find out more about Enabling WebChat, including a free 30 day trial!

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    WebChat Restaurant Scenario

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    Any restaurant with an online presence can benefit from using Enabling WebChat.



    Gone are the days of using the yellow pages in order to find a restaurant that may not even be open. Nowadays, the process is a little more simplified as more people are utilizing the internet. People can gather information about a restaurant through websites and applications on their mobile devices. There are many ways that people can search for a restaurant online… Here are some statistics. Even though searching for a restaurant has become an easier process, in most cases booking reservations has essentially stayed the same. In order to book a reservation, a person will need to search for the right restaurant, find the phone number and then pick up the phone to call. For some busier restaurants, customers could experience longer than usual wait times in order to speak with someone. Technology has changed and Webchat is making the experience even easier.

    Can your reservation process use some revamping? According to a survey by Industville, 55% of people believe that technology plays a pivotal role in the restaurant experience. Let’s look at how WebChat can improve your reservation process. You can easily improve your customers experience by offering a WebChat option right inside the browser window of your website or by placing an easy to click chat link right inside the profile of your favorite marketing app such as Yelp, TripAdvisor, Zomato, or OpenTable. Since customers are viewing your restaurant through an app or the web, you should be able to have the option to communicate with them live through the web. By utilizing WebChat, customers will be able to easily send a message to an agent in order to book reservations or even to inquire about specific menu items such as a “wine selection”. This reduces your customers wait time and eliminates the need for them to call the restaurant directly. With WebChat, you will be able to engage customers more quickly and answer questions more effectively. Staff members can handle more requests at one time then they could on a single phone call. Not only does WebChat save time and money, it can increase your customer satisfaction as well as grow your business communication… See for yourself. Allow customers to easily book reservations through live interactive WebChat!

    Here is how WebChat works:

    A URL link would be placed onto your website or into a social media post. When a visitor clicks on that “Chat Now” link, it will open a chat request form that your customer would fill our before initiating the chat conversation. A staff member at your restaurant showing as available through their Skype for Business client would allow for a Skype for Business alert to be sent to that staff member on their device when the customer click’s the chat button on the form. This is a normal Skype for Business notification that when accepted, will initiate the two-way instant message conversation between the website visitor and the staff member.

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    WebChat Wholesale Distributor Scenario

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    Any Wholesale Distributor with an online presence  can benefit from using Enabling WebChat.



    Communication is a cornerstone for success within your organization. This is especially true if you are a wholesale distributor. Open communication with your retail partners and vendors will bring more value to your business. In a business to business environment, all companies have to rely on each other for success and providing the right tools to help bridge the gaps in communication. Distribution efficiency helps to promote productivity, which is necessary for customer satisfaction.

     

    Our WebChat tool can be an asset to all departments that a wholesale distributor might have, including sales, shipping, and customer service.

    On the sales side, partners and vendors can easily get help with their orders. There would be no need for your customers to wait on the phone in order to change the quantity of an item or to add a product to their order. No more wondering if a last minute change can be made over email. Through a simple live chat conversation, a customer can easily add to an order and receive confirmation that their final order has been updated. This increases customer confidence in the accuracy of their order. Customers with one click of a button, can talk with a specific department to inquire about stock, delivery status, price updates, discounts, etc.

     

    WebChat can also enable a customer service rep to speak with multiple customers at the same time. In fact, a customer service rep can handle more conversations through WebChat than on a single phone call. Check out some statistics here. Customers can become angry and irate if they have to wait for long periods of time on the phone, or get transferred from one person to another.  WebChat gives your customer service rep the ability to make sure that each client has been transferred to the correct associate to assist them and deal with any potential problems before they happen.

     

    In addition, you can create a live chat link for each of your vendors or retail partners. Each link can be customized to route to a specific agent or department. You can place this link on an ordering page or give it directly to your customers for easy communication with your customer service reps.

     

    Here is how WebChat works:

    A URL link would be placed onto your website or onto the site or a retail or vendor location. When a visitor clicks on that “Chat Now” link, it will open a chat request form that your customer would fill our before initiating the chat conversation. A Customer Service Rep showing as available through their Skype for Business client, would receive an alert on their device when the customer click’s the chat button on the form. This is a normal Skype for Business notification that when accepted, will initiate the two-way instant message conversation between the website visitor and the staff member.

    To find our more information about WebChat, click here.

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    WebChat Hotel Scenario

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    Any Hotel with an online presence can benefit from using Enabling WebChat.



    Your hotel is a place of warmth and welcome. You wouldn’t want your guests to come in to an empty lobby with no one available to help. It is important for your guests to be greeted and assisted as soon as possible. However, this isn’t just true in the hotel lobby. It also holds true for the online customer experience as well.  Many customers will have their first experience with your company via the web, so it’s important for their online experience to be a good one. This is where WebChat comes in.

    WebChat allows potential guests to easily ask questions to which they may not find an answer elsewhere. Though a live chat conversation on your website, your guest can inquire about a reservation, make special room accommodations, and much more.

    A majority of people will purchase their hotel stays through a comparison website such as Priceline, Kayak, Hotels.com, and many others. They use these comparison websites not only to book their accommodation for the lowest price, but also to compare your hotel with your competitor’s. In some comparison websites you have the option to manage your own profile pages or satellite websites that would contain your hotel information. On these profile pages you can add WebChat as an easy-to-click chat link that will help you engage directly with your website visitors. WebChat provides the necessary information to win customers over. WebChat will also open the door in communication between you and your online customers.

    Staff members will be able to manage multiple guests at the same time. In fact, a customer service representative can handle more conversations through WebChat than on a single phone call. Utilizing Webchat will help to increase customer satisfaction, save time and money, and grow your business communication. Check out some statistics here. Your guests will enjoy the convenience of WebChat and so will your staff members.

    Here is how WebChat works:

    WebChat uses your existing Skype for Business chat client. No third party chat client is required. A URL link would be placed onto your website or profile pages. When a visitor clicks on that “Chat Now” link, it will open a chat request form that your customer would fill out before initiating the chat conversation. A staff member showing as available through their Skype for Business client, would receive an alert on their device when the customer click’s the chat button on the form. This is a normal Skype for Business notification that when accepted, will initiate the two-way instant message conversation between the website visitor and the staff member.

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    WebChat Education Scenario

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    Any educational facility with an online presence can benefit from using Enabling WebChat.


    Are you looking to capitalize on your Skype for Business investment? Whether you are an educational institution or a training center, effective communication is vital for growth and student satisfaction. While you do your best to provide information about your facility on your website, it’s very likely that your administration could still be overwhelmed by phone calls and emails with inquiries, or concerns about the upcoming school year. Most institutions are looking for new ways to give their members the best possible service.  This is where WebChat can help!

    By utilizing WebChat, prospective applicants, current students, parents and alumni can easily communicate live with a staff member through a simple chat now link. Students can also inquire about a particular class, while teachers can answer questions and easily help students in real time. Your web visitors won’t have to worry about locating a phone number for a specific department. With WebChat, you can display departments such as Enrollment or Financial Aid in a simple drop down menu to ensure that all incoming chat conversations reach the right person or department. Staff members can manage more inquiries than they could on a single phone conversation. Which in return, will shorten the amount of time that your student has to wait for an answer. Having their questions answered in a timely manner makes a positive impression on your visitors and gives your institution a valuable competitive edge.

    WebChat offers customizable chat links that you can place on your website or in prepared documents and applications. Likewise, students can have the option to easily communicate with a particular staff member by utilizing a chat link inside of a staff directory.

    Not only does WebChat save time and money, it can increase student satisfaction as well as grow your communication base… See for yourselfAccording to our customers, WebChat is not only a wow-factor, but it allows you to reach beyond your static webpage to make a positive personable impression for your site visitors.

     

    Here is how WebChat works:

    A URL link would be placed onto your website, staff directory or prepared documentation. When a visitor clicks on that “Chat Now” link, it will open a chat request form that would need to be filled out before initiating the chat conversation. A staff member, showing as available through their Skype for Business client, would allow for a Skype for Business alert to be sent to that staff member on their device when the customer click’s the chat button on the form. This is a normal Skype for Business notification that when accepted, will initiate the two-way instant message conversation between the website visitor and the staff member.

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    Federation for Enabling WebChat (O365)

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    How to open federation (O365) for Enabling WebChat


    What is Federation:
    One of the features of Skype for Business (Lync) is Federation – which is the ability to  connect and communicate with Skype for Business (Lync) users in other organizations. You can let people that are using Skype for Business contact Skype for Business users from outside your organization and add them to their list of Skype for Business contacts. After they add them to their contact list, they can see if they are online and IM with them, hold meetings and share desktops.

    Sometime in O365 Skype for Business is blocked for external communication. You would need to have open federation with our organization. To learn more about federation you can find this information on the Skype for Business website: https://support.office.com/en-us/article/Users-can-contact-external-Skype-for-Business-users-b414873a-0059-4cd5-aea1-e5d0857dbc94 


    If you are having trouble receiving presences for your users, you might have a problem with your federation settings. This blog will show you how to properly set up federation so that your agents can communicate to their anonymous outside users.


    ! Please Note:


    In order for WebChat to allow your agents / users to receive incoming chat invites, they need to be subscribed to presence.

    If you are using Lync or Skype for Business on Premise, Federation is needed.  Please make sure that ‘Enablingtechcorp.com’ is added to your allowed domain list.

    You must have 
    admin permissions in Office 365 to do this.
    1. Sign in with your Office 365 admin account at https://portal.office.com/adminportal/home.

    2. In the Office 365 admin center, go to Admin Centers > Skype for Business

    1. In the Skype for Business admin center, choose organization > external communications.

    2. To set up communication with a specific business or with users in another domain, in the drop down box, choose On only for allowed domains.
      OR, if you want to enable communication with everyone else in the world who has open Skype for Business policies, choose 
      On except for blocked domains. This is the default setting.

    3. Under blocked or allowed domains, choose + and add the name of the domain you want to allow. Enter Domain: enablingtechcorp.com

    4. Since Enabling Tech Corp is federated with Microsoft, we have open federation and therefore these settings will allow communication between our organization and yours.

    5. If you’re using Windows Firewall, Skype for Business opens the required ports automatically.
      If your organization is using a different firewall solution to restrict computers on your network from connecting to the Internet, ensure your client computers are able to access the following 
      FQDNs. This may require adding the FQDNs to the outbound allow list in your firewall or proxy infrastructure configuration: *.api.skype.com, *.users.storage.live.com, and graph.skype.com

      • Access Edge service for WebChat is (FDQN): = sip.enablingtechcorp.com


      For a list of all ports you need to open, see 
      Skype for Business Online, in the article Office 365 URLs and IP address ranges.

    1. WAIT UP TO 24 HOURS TO TEST. Any time you change the external communications settings, it can take up to 24 hours for the changes to populate across all the data centers.


     

    Note: If you are still not receiving presence after these steps, please allow 24 hrs for the Federation process to finish the update. Also make sure the the setting “I want everyone to see my presence” is set inside of the Skype client options: Options/Status/ Check (I want everyone to see my presence).

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    Enabling WebChat GDPR statement (as of 3/20/18)

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    Enabling Web Chat GDPR statement (as of 3/20)

    1. The following elements of EU resident data may be present in the system:
      1. Display name entered by webchat visitor, and any other data entered into the chat request form via your custom questions.
      2. Chat Log: timestamp of when chat request was received and which agent group the request was for.

     

    1. Personally identifiable may be present in:
    • Database
      • All customer data is keyed back to a unique ID per-customer, allowing for pulling customer-specific data for audit.
      • Access to the database is locked down to only the server-side server components.
      • No customer has direct access to query or view data from the database.
      • Access to view archived chat request and/or conversation text data for your account is only available via the webchat online dashboard.
        • This online dashboard is secured using Microsoft identity framework user accounts/passwords. Only webchat users with webchat account admin security permission are able to view the reporting tab/data in the dashboard.
      • Chat log archives: Conversation text is not archived in the database by default. You can optionally enable conversation text archiving via the Webchat online dashboard.
        • Conversation text is currently stored in sql as plain-text.

     

    We plan to have the following in place by May 25.

     

    • Encryption at rest for any customer-data in the database (including conversation text and answer data)

    Ability for orgs to pull their own customer records from the system for audit

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