WebChat channels
Updated at May 30th, 2025
Table of Contents
WebChat Module Overview
The WebChat Module allows UCS to define and manage WebChat channels that route conversations to a specific Router.
✔ To access a WebChat page, redirect your browser to:
https://<portalname>.cirrusconnects.ai/webchat/<WebChat channelname>✔ Specific settings are configured in the UCS Management Console.
Creating a WebChat Channel
- Navigate to Explorer Pane > WebChat Channels.
- Click Add to create a new WebChat Channel.
- Configure the following settings:
General WebChat Settings
| Field | Description |
|---|---|
| Name | Enter a unique name for the WebChat Channel (used in the URL). |
| Title | The title bar text displayed in the web browser. |
| Default Router | Select a Router for WebChat routing (if no channel is provided in the URL or IVR channels). |
| Routing Type |
Define routing mode:
|
| Allow Attachments | Enables a paperclip icon, allowing customers to send attachments. |
✔ The Default Router also determines WebChat availability notifications:
- Clock Closed – If the system clock is closed.
- Queue Full – If no more slots are available.
- No Agent Available – If no agents are online.
WebChat Queue & Input Settings
| Setting | Functionality |
|---|---|
| Wait for Input | WebChat is queued only if the customer starts typing. |
| No Input Timeout (min) | If the customer is inactive, the system sends a warning message before ending the chat. |
| No Input Prompt | Displays a notification message when the customer has been idle for too long. |
IVR Channel Configuration for WebChat
✔ Create a new IVR Channel under Voice-Channels with type WebChat.
✔ Assign it to the WebChat Channel created earlier.
✔ Define whether prompts, menus, or Routers should be included.
WebChat Error Handling
✔ If a WebChat starts during closed hours, an error message is displayed:
"Channel is closed."✔ This can be expanded with a clickable link (configured via translation settings):
Channel is closed;Channel is closed. <a href="https://www.cirrusconnects.com/openinghours" target="blank">Click here for our opening hours.</a>