Download


Contents  

Overview

Sign Up / Registration Process

Logging In

Admin Dashboard Overview

Chat Dashboard

Changing Presence

Chat Queue / Answering Chat Requests

Customer Information

Response Library

Response Library – Continued

Tabbed Conversations / Ending a Conversation

Users

Adding Users

Adding Users – Continued

Editing Users

Deleting Users

Teams

Adding Teams

Editing a Team

Deleting a Team

Chat Widgets

Adding a Chat Widget

Edit a Chat Widget

Delete a Chat Widget

Chat Widget Settings

Chat Widget Settings – Continued

Chat Widget Settings – Continued

Chat Widget Settings – Continued

Adding Questions

Question Types

Question Types – Continued

Question Types – Continued

Assigning Teams to a Chat Widget

Embed a Chat Widget

Chat Widget – Visitors Experience

Reports

Setting Date and Time Range

Pulling Agent Reports

Chat Requests by Date & Time Reports

Chat Requests by Date

Chat Requests by Weekday

History
Setting Date and Time Range



Overview

Enabling Studio gives organizations the power to communicate with their online customers in a team-based way. This real-time messaging application will run inside various platforms or completely standalone to handle customer inquiries and end user service requests. We envision Enabling Studio to integrate with business processes and applications to enable organizations to provide a more robust customer service experience. We envision Enabling Studio will empower your non-technical associates to build and optimize business process workflows without the dependence of software developers. Our Enabling Studio solution is user-friendly and makes everything from configuring intents to dialogue conversations seamless and will allow your Customer Service Representatives to handle on average 5X’s more customer service requests and inquiries than a single human agent. We would like for you to experience and harness the power of Enabling Studio in your environment and to transform your customer service portal.


Sign Up / Registration Process

***Note: When you sign up for Enabling Studio for the first time, you will be considered the Admin for all Users, Groups, Pages and Customizations representing your company account.

  1. Go to www.enablingstudio.com
  2. Choose the option to Register for a free trial
    1. To register your account, please provide your company name and log in with your Microsoft or Google account:
    2. After the registration process, Enabling Studio will open to the default admin Dashboard.




Logging In

To log into the Enabling Studio Admin Dashboard:

  1. Point your browser to https://dev-app.enabling.studio/login
  2. Choose a method to log in ex: Microsoft, Google, etc




Admin Dashboard Overview



From the Admin navigation pane, you will see a list of menu items. Admins will be able to access this dashboard to assign Users, Teams and create Chat Widgets. You can access the Admin Dashboard by pointing your browser to https:/app.enablingstudio/admin.

You can always return to the default Admin home view by clicking on the Enabling Studio logo.

Chat Dashboard: Agents can control their availability by answering chat requests. The agent dashboard can be accessed from here https://app.enablingstudio/agent.

View (Chat Dashboard) section

Users: A user is also known as the answering agent. From here you can create, edit and delete a user. View (Users) section

Teams: A Team is a group of Users assigned to a specific task. From here you can create, edit and delete a Team. View (Teams) section

Chat Widgets: A chat widget is a simple application extension that can be embedded onto your website. A Chat Widget will display the chat request form and allow website visitors to communicate directly with the answering agents. From here you can create, edit and delete chat widgets.

Reports: Reports will give you in-depth knowledge of your chat service and can assist you with optimizing your workload to be more efficient. These Reports include Total Number of Requests, Answered and Missed Requests, Average Requests per Day and Hour, Average Response Time and Average Conversation Time. These Chat Requests can be sorted by a Customized Time Frame, Date, Time, All Agents or a specified Agent.

History: History will display transcripts from online chat conversations.



Chat Dashboard

From the Chat Dashboard, Agents can control their availability and handle incoming chat requests. The agent dashboard can be accessed from here https://app.enablingstudio/agent




Changing Presence

The chat widget uses the aggregate availability information from all Team members to control the online and offline status of the chat now button, view (Chat Widget) section. As long as one Team member is available, the Chat Now button will display on the Chat Widget. If all members of a team are Busy, Away, or Offline, a “No available agents” will display on the Chat Widget instead of Chat Now.

An Agent can change their presence by clicking on the “Chat Availability” drop down.




Chat Queue / Answering Chat Requests

Each new chat request will be routed to the agents Chat Queue and will be defined with the name of the website visitor along with their current wait time. When the wait time reaches 60 seconds, the timer will turn red to indicate priority.

To answer a chat that’s in the queue:

  1. Click on the name of the individual in the chat queue to admit them into the conversation.
  2. Type your message in the text field at the bottom of the conversation and click send.




Customer Information

Once the Agent accepts the visitor in the queue, their information along with a quick response library will appear to the right of the conversation window.




Response Library

Canned responses make it more efficient to talk with your customer and helps Agents avoid delays by saving them from typing the same response over and over. It not only helps shorten response times but increases accuracy and guarantees consistency.

To create a canned response:

  1. Click on the + symbol next to the title “Response Library”
  2. Add your response text in the text field
  3. Add a tag to your canned response and click the “Create Tag” button. You can add multiple tags to make it easily searchable
  4. When finished, click the “Create Response” button.

Note: You will need to search the Response Knowledge-base when using the Response Library.


Response Library – Continued

To pin your created response as a Favorite:

  1. Use the search field to first find your response. You can search by a word or phrase and results will populate as you begin typing.
  2. Click on the 3-dot ellipsis
  3. Choose the pin icon to add this response as your favorite.

To use a response from your library:

  1. Search for the response or choose a response from your favorites.
  2. During an active conversation, click on the << symbol next to the response to add the response to the conversation.

To Pin/ unpin, edit, or delete a Response, click on the 3 dot ellipses next to the response and choose an option from the menu.




Tabbed Conversations / Ending a Conversation

Every conversation is organized into a separate tab at the top of the Agent Dashboard. The tab will display the visitor’s name along with an “X”, to close the conversation when finished.

When the Tab is closed, a message will be sent to the Visitor indicating that the Agent has left the conversation and if the Visitor leaves first, a message will appear in the Agent’s conversation thread indicating that the Visitor has left.




Users

A User is also known as answering Agent. From the Users Tab, you can create, edit and delete a user. Users can be added to a Team and assigned to chat routing. To make things easy during setup, we automatically added the account admin as a user in the Users Tab and assigned them to a team called Demo in the Teams Tab and added the Demo Team to the Default Chat Widget in the Chat Widgets Tab. Also, see (Quick Start) video to begin testing right away.




Adding Users

To add a new User to the Admin Dashboard:

  1. Click the “Add User” button

  1. Edit the new user form by adding their First Name, Last Name, Display Name, and Email Address.

  1. Next, you will need to determine if this user will be Licensed and/or will have Account Administrator privileges
  2. Click the “Save” button when you are finished or click “Cancel” to return to the Users page

Note:

  • If no option is checked (Assigned License or Account Administrator), user access to the dashboards will not be grated.
  • If only the (Assigned License) box is checked, the user will have access only to the Chat Dashboard and chat routing will be enabled and the User will be applied towards the overall license count.
  • If only the (Account Administrator) box is checked, the user will only have access to the Admin Dashboard and chat routing will not be enabled and therefore no license will be subtracted.
  • Checking both the (Assigned License and Account Administrator) box will allow the User to access both the Admin and Chat Dashboards and will be enabled for chat routing and the User will be applied towards the initial license count.


Adding Users – Continued

Users that are added to the dashboard will receive an email that they will need to confirm within 7 days. If the User does not confirm their email after 7 days, Admins can click on the “Resend Invite” button that appears for pending users.














Editing Users

To edit a User:

  1. Click on “pencil” icon to the right of the user

  1. Make your edits and click the Save button or click the “Cancel” button to return




Deleting Users

To delete a User:

  1. Click on the “X” icon to the right of the user

  1. A confirmation message will appear, click yes to continue




Teams

A Team is a group of Users assigned to a specific task. From the Teams Tab, you can create, edit and delete a Team. Users are added to a Team and assigned to chat routing. To make things easy during setup, we automatically added the account admin as a user in the Users Tab and assigned them to a team called Demo in the Teams Tab and added the Demo Team to the Default Chat Widget in the Chat Widgets Tab. View (Quick Start) video to begin testing right away.




Adding Teams

To add a new Team:

  1. Click on the “Add Team” Button

  1. Edit the new Team Name and Email Address.

Note: When all Agents have their availability set to busy, away or offline, a “No Available Agents” message will appear on the Chat Widget.

  1. Check the box next to the members to assign them to your team.

  1. Click the “Save” button when finished or “Cancel” to return to the Teams page




Editing a Team

To edit a Team:

  1. Click on the green “Pencil” icon next to the Team

  1. Make your edits and click the “Save” button or click the “Cancel” button to return


Deleting a Team

To delete a Team:

  1. Click on the red “X” icon to the right of the Team

  1. A confirmation message will appear, click yes to continue




Chat Widgets

A chat widget is a simple application extension that can be embedded onto your website. This will display the chat request form and allow website visitors to communicate directly with the answering agents. From the Chat Widget tab, you can create, edit and delete chat widgets. To make things easy during setup, we automatically added the account admin as a user in the Users Tab and assigned them to a team called Demo in the Teams Tab and added the Demo Team to the Default Chat Widget in the Chat Widgets Tab. View (Quick Start) video to begin testing right away.




Adding a Chat Widget

To add a new Chat Widget:

  1. Select the Chat Widgets tab form the Admin Dashboard
  2. Edit the Chat Widget Settings. Visit (Chat Widget Settings) for more information.
  3. Click “Save Chat Widget” button


Edit a Chat Widget

To edit a Chat Widget:

  1. Select the Chat Widgets tab form the Admin Dashboard
  2. From the list of Chat Widgets, click on the “Pencil” icon next to the Widget that you would like to edit. Visit (Chat Widget Settings) for more information.

  1. Make edits to your Chat Widget Settings. Visit (Chat Widget Settings) for more information.
  2. Click “Save Chat Widget” button.


Delete a Chat Widget

To delete a Chat Widget

  1. Select the Chat Widgets tab form the Admin Dashboard
  2. From the list of Chat Widgets, click on the “X” icon next to the Widget that you would like to edit.
  3. Select the “Delete” button when prompted.




Chat Widget Settings

Chat Widget Name:

  • The Chat Widget Name will appear in the list of available chat widgets. A name is required and makes it easy to search for a widget from the list. Click in this text field to edit the Chat Widget Name.

Chat Now Button Text:

  • The “Chat Now” button text will appear on the Chat Widget when at least one Agent is available in the Team that is assigned to the Chat Widget. Chat Now Button Text is required. Click in this text field to edit the Chat Now Button Text.

Offline Button Text

  • The Offline Button Text will appear when all Users in the assigned Team are Busy, Away, or Offline. Click in this text field to edit the Offline Button Text.


Chat Widget Settings – Continued

Primary Color

  • The Primary Color will appear on different elements of the User Interface. You can pick a color according to your business colors. A color is required. If you pick a Primary Color that is dark, the text will automatically go to a lighter color. Click on the color to edit the Primary Color. You can use the basic colors or customize the color from the color picker. Click OK when finished.

Secondary Color

  • The Secondary Color will appear on different elements of the User Interface. You can pick a color according to your business colors. A color is required. If you pick a Secondary Color that is dark, the text will automatically go to a lighter color. Click on the color to edit the Secondary Color. You can use the basic colors or customize the color from the color picker. Click OK when finished.

Background Color

  • The Background Color will appear in the background of all elements of the User Interface. You can pick a color according to your business colors. A color is required. Click on the color to edit the Background Color. You can use the basic colors or customize the color from the color picker. Click OK when finished.

Widget Height

  • The Widget Height will adjust the overall Height of the Popout Window or Embedded Widget. The Widget Height is a required field. Click this text field to edit the Widget Height.


Chat Widget Settings – Continued 2

Widget Width

  • The Widget Width will adjust the overall Width of the Popout Window or Window Widget. The Widget Width is a required field. Click this text field to edit the Widget Width.

Agent Color

  • The Agent Color will appear as the background color on all Agent communication bubbles. You can pick a color according to your business colors. A color is required. Click on the color to edit the Agent Color. You can use the basic colors or customize the color from the color picker. Click OK when finished.

Agent Text Color

  • The Agent Text Color will appear as the foreground text color on all Agent communication bubbles. You can pick a color according to your business colors. A color is required. Click on the color to edit the Agent Text Color. You can use the basic colors or customize the color from the color picker. Click OK when finished.

Customer Color

  • The Customer Color will appear as the background color on all Customer communication bubbles. You can pick a color according to your business colors. A color is required. Click on the color to edit the Customer Color. You can use the basic colors or customize the color from the color picker. Click OK when finished.




Chat Widget Settings – Continued 3

Customer Text Color

  • The Customer Text Color will appear as the foreground text color on all Customer communication bubbles. You can pick a color according to your business colors. A color is required. Click on the color to edit the Customer Text Color. You can use the basic colors or customize the color from the color picker. Click OK when finished.




Adding Questions

Question fields that are added will appear on the Chat Widget. For ex: email, phone number, etc.

To add additional question fields:

  1. Click the “Add Questions” button.

  1. From the Question Editor:
    1. Label – This is the question of your field, for ex: Email, Phone Number, or “What is your Email Address?”. Labeling your question will also make it easier to find in the questions list. This field is required. To edit the Label, click the text field and begin typing the name of your label.
    2. Question Type – This is the type of question that will be displayed on the Chat Widget for ex: Email, phone, etc. Each type of question is validated according to its regex. For ex: if you choose email as a question type, it’s looking for an “@” and a “.” in the question response.
    3. Required – When the Required option is checked, the visitor will need to fill out that question before they are able to submit the chat request or submit the email form.
    4. Custom Validation – The Custom Validation checkbox will allow you to create your own Regex validation. Validation Regex is a way to define (if or not) a string matches a pattern. If you need to validate an element, symbol, or pattern you can do it here.
    5. Click save when finished.

Question Types

There are many different question types that you can add to the Chat widget. Some of these question types have built-in Validation.

Text – This will add a simple text field to the Chat Widget like the Required “Name” field. You can make this a required field and add Custom Validation.

Email Address – This will add an email field to the Chat Widget. This option will validate the input field based on the “@” symbol and the period “.” of an email address. (For ex: name@domain.com). If these elements are missing from the input field, then the visitor will receive the “Validation Prompt”.

Password – This will add a password field to the Chat Widget. When the input field is filled out, it will hide the entry with dots “…..” in place of the text/ numbers. This will be the type of question that you will want to be masked out on the screen, not just passwords. Note: There is no logic or validation (like checking if a password is valid or not) that would be done on this field. You can make this a Required field.

Checkbox – This will add a checkbox to the Chat Widget. A user can select more than one option. Each checkbox operates individually, so a user can toggle each response “on” and “off.” You can make this a Required field.




Question Types – Continued

Radio Buttons – This will add Radio Buttons to the Chat Widget. Radio Buttons, AKA “option buttons”, are a graphical control element that allows the user to choose only one of a predefined set of mutually exclusive options. Each radio button is normally accompanied by a label describing the choice that the radio button represents. The choices are mutually exclusive; when the user selects a radio button, any previously selected radio button in the same group becomes deselected (making it so only one can be selected). You can make this a required field.

To create a Radio Button:

  1. From the “Question Editor”, set the Question Type to “Radio button”.
  2. Enter your new question
  3. Choose whether this will be a required question field.
  4. Add your Option Label. This is the text options that will appear on the Chat Widget.
  5. Add your Option Value. This is the text response that gets tracked as a result of it being clicked. This information will show up in the “Customer Information” section of the Agents conversation window during an active conversation.

Example:

Your Option Labels could be “Sales, Support, Complaint” and your Option Value could be “Sales – 1800sales, Support – 1800support, Complaint – 1800complaint”. So….then the agent could use that to very quickly ask a few questions, then give them the phone number to call for the selected dept – no lookup needed




Question Types – Continued 2

Date/ Time – This will add a date and time field to the Chat Widget. The form will be filled with the default mm/dd/yyyy format. A Visitor can manually enter the date or click on the arrow to view a calendar. You can make this a required field.

Number – This will add a simple number field to the Chat Widget. This option will validate the input field based off numbers only. If the number elements are missing from the input field, or if anything other than numbers is entered, the Visitor will receive the “Validation Prompt”. This field can be required.

Currency – This will add a simple currency field to the Chat Widget. The available currency is in the US. You can make this a required field

Text Area – This will add a larger text area to the Chat Widget to allow for Comments or Questions. You can make this a required field and add Custom Validation.

Read Only Text – This will add only text to the Chat Widget. There is no field for this question type. You can make this a required field.

Note: After you make edits to the Question section, you will need to Save the Question.




Assigning Teams to a Chat Widget

In order to route chat request to agents, Users will need to be assigned to a Team and the Team assigned to a Chat Widget. To make things easy during setup, we automatically added the account admin as a user in the Users Tab and assigned them to a team called Demo in the Teams Tab and added the Demo Team to the Default Chat Widget in the Chat Widgets Tab. View (Quick Start) video to begin testing right away.

To Assign a Team to a Chat Widget:

  1. Select the Chat Widget tab from the Admin Dashboard
  2. Choose a Chat Widget to edit or create a new chat widget.
  3. Navigate to the Teams section
  4. Select the Team or Teams from the list. As Teams are created in the Teams Tab, they will show up here.
  5. Click on the checkbox next to the Team name that you would like to route conversation too.
  6. Select “Save Chat Widget” when you are finished assigning Teams.

Note: To apply any changes to the Chat Widget Settings, you will need to “Save Chat Widget”.




Embed a Chat Widget

There are two different ways to embed a Chat Widget.

Popout Window – The Popout option will open the chat dialog box in a separate browser window.

Embedded – The Embedded option will embed the chat dialog box on the bottom right corner of a webpage

For more information on how to embed a Chat Widget, please view our Quick Start Video.

Click “Copy Widget to Clipboard” to make it easy to add the Widget code to your website.

Note: You may need to consult with your website developer to know exactly where to place this code.


Chat Widget – Visitors Experience

When a website Visitor clicks on the Embedded or Popout chat link on your website, they will need to fill out the chat request form prior to initiating a chat conversation.

If all Agents have their availability set to Busy, Away or Offline, the chat form will display a message “No Available Agents” and the website Visitor will not be able to initiate the chat conversation.

As the website visitor is waiting for an agent to answer the queue, they can choose to cancel the conversation or send an email to the entire Team. Distribution emails can be added from the email section of the Team in the Teams Tab. Enabling Studio does not provide a distribution email address. This will need to be configured from your organization’s email system.

Once the Agent admits the conversation from the queue, the active conversation will appear in a thread view. Website Visitors can reply to the message by typing in the available text field at the bottom of the conversation and can either press the “Send” button or hit enter on the keyboard to send the message to the Agent.




Reports

Reports will give you in-depth knowledge of your chat service and can assist you with optimizing your workload to be more efficient. These Reports include Total Number of Requests, Answered and Missed Requests, Average Requests per Day and Hour, Average Response Time and Average Conversation Time. These Chat Requests can be sorted by a Customized Time Frame, Date, Time, All Agents or a specified Agent.

Setting Date and Time Range

Reports will populate in the Reports Tab based on the time frame specified. By default, 90 days of reports will be displayed. To specify the date and time range of your reports:

  1. Open the “Reports” tab from the Admin Dashboard.
  2. Click on the “Start” button and specify your start date range for the report.

  1. Next, click the “End” button and specify the date range for the report.




Pulling Agent Reports

Agent Reports will populate in the Reports Tab based off the Agent specified. By default, 90 days of reports will be displayed for All Agents. To specify an Agent for your reports:

  1. Open the “Reports” tab from the Admin Dashboard.
  2. Click on the “Agents” dropdown menu next to the “Start” and “End” date range buttons.

  1. Choose from the dropdown menu the Agent that you would like to pull reports for. By default, “All Agents” reports will be displayed.




Chat Requests by Date & Time Reports

The reports for this section are a scatterplot graph and will include:

  • Total Requests
  • Missed Requests
  • Avg Requests per Day
  • Avg Requests per Hour
  • Avg Response Time
  • Avg Conversation Time

This scatterplot graph is used to give you a kind of heat map of where your activity is occurring.

Answered chat requests will appear as a blue dot on the graph and a Missed chat request will as a red dot on the graph. The hover part of each data point will help clarification on around what time of day/date that request occurred.

When an Agent answers a chat request, a blue “Answered” dot will be located on the graph with the precise Date and Time. You can take your cursor and hover over the blue “Answered” dot to see the exact time of the answered conversation.

When an Agent misses a chat request, a red “Missed” dot will be located on the graph with the precise Date and Time. You can take your cursor and hover over the red “Missed” dot to see the exact time of the answered conversation.




Chat Requests by Date

The reports for this section will include a bar graph for Answered and Missed Chat Requests and will display only the day and the number of requests. When an Agent answers a chat request, it will be added to the bar graph in blue with the precise Date and the total number of answered chats for the day. When an Agent misses a chat request, it will be added to the bar graph in red with the precise Date and the total number of answered chats for the day.

This bar graph by date range will give you an idea of your busy and slow days as well as

You can hover over each date to view the exact number of requests for that date.






Chat Requests by Weekday

The reports in this section are a weekday bar graph and will include:

  • Requests per Hour
  • Avg Response Time

When an Agent answers a chat request, it will be added to the bar graph in blue with the precise day of the week and the total number of answered chats for that day. When an Agent misses a chat request, it will be added to the bar graph in red with the precise day of the week and the total number of answered chats for that day. Average response times for the day will appear in orange.

You can hover over each date to view the exact number of requests for the weekday.





History

The History Tab will allow you to browse and search for past conversations. After the Agents closes out of the conversation window, all communication with the Web Visitor will be archived.  By default, conversations will appear in list view from recent to older messages. Conversations can be filtered by Team, All Agents or a specific Agent and with the search function, you can browse by Agent, Customer or Text.




Setting Date and Time Range

Conversations will populate in the History Tab based on the time frame specified. By default, 30 days of conversations will be displayed. To specify the date and time range of your conversations:

  1. Open the “History” tab from the Admin Dashboard.
  2. Click on the “Start” button and specify your start date range for the report.
  3. Next, click the “End” button and specify the date range for the report.






Conversations will appear with the Agents name on the left followed by the Customers name along with the Start Time of the conversation. The duration of the conversation will appear in seconds.  You can take your cursor and click on any of the conversations listen to view the archived message.


Viewing Conversations

From the History tab, a list of conversations will appear and will be defined by the agent, customer, start time and duration of that conversation. Simply select a conversation from the list to view the conversation in its entirety. The full conversation will open to the right, click out of the conversation to close the history view. Similar to reports, you can also filter conversations based on Teams, agents or even search for agents Customers or keywords form the search text filed.


Account Settings

The Account Settings tab will allow you to customize Enabling Studio. From here you can adjust the Retention Days for Conversation Text or Request Form Data.
By default, these options are turned off.



To adjust your retention days for Archive Conversation Text and Archive Request for Data, toggle the selection on and specify the retention days
Archive Conversation Text: With this option turned on, all conversations will we archived and can be available to review from the History Tab.
Archive Request for Data: With this option turned on, all data pertaining to agents, teams, answered chats, missed chats, average answered time, etc. will be available from the Reports Tab.

Information about your trial along with licenses and assigned users will appear in the subscription area.

To purchase a subscription please contact us at sales@enablingstudio.com