In ACE Admin you configure the messages and text lines automatically generated at various stages during a chat session. The customer can get information on i.a. queue position, and/or estimated queue time when a chat is placed in a queue. If the chat contacts are routed to waiting lists, you are recommended to select a time neutral queue position phrase such as e.g. We will attend to your request as soon as possible. See Standard phrases in chat history and Automatically generated system messages
If you configure so-called quick texts, the agents can speed up their chatting and provide correct answers by inserting pre-defined texts. Quick texts can contain macros that fill in values in style sheets, using contact data.
Using the smart knowledge base ACE Knowledge you can set up questions and answers that the agents can use, and share with the customers while chatting.
Chat in various languages
Many customer services chat with their customers in different languages. If you create different chat entrances in ACE Admin, each representing one language, automatically generated text can be shown in the various languages as well. Via routing, queues and skills you can then make sure that chat contacts are routed to agents mastering the language in question.
Part of the contents in the views shown by the chat client can be configured using ACE Admin, but not everything. Text on buttons, headers for entry fields and other graphical components are defined in the chat client itself. In the case of the reference client this is made via configuration files loaded in the web pages.
A specific ACE solution supports one (and only one) ISO-8859 encoding (such as ISO-8859-1). Characters outside the ISO-8859 encoding used in the chat will be filtered out.