Manage Digital Channels

You can manage your digital channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. on the Point of Contact Digital page in NiCE CXone. On this page, you can: 

• Add Channels: To add a new channel, click one of the available channel types. The steps for adding new channels vary for each type of channel.
• View, modify, or delete your existing channels: You can see the complete list of all your digital channels. From here, you can modify or delete a channel.
• Configure channel options: Configure options that apply to some or all of your channels, including:
  • NiCE CXone Guide: Create engagement rules with Guide to strategically display your digital channels as visitors navigate your website. This option requires a separate license. Contact your NiCE CXone account representative for details.
  • Stripe payments: Use Stripe to collect payments from your contacts.
  • Appointment scheduling: Create schedulers with time slots for appointment scheduling.
  • Customer card: Configure customer cards to provide information to agents about the contacts they're working with. You can create custom fields to display the information you need to provide.
  • Rich message settings: Create rich content such as rich links, list pickers, and more, then assign the content to your channels. This makes them available for agents to send to contacts.
  • Email for sending transcripts: Configure the email address you want NiCE CXone to use when sending contacts their conversation transcripts.
  • Create branded templates for outbound emails: Design templates to apply to the outbound emails and replies, then and assign them to your digital email channels. Templates ensure a consistent, branded appearance to all communications.
  • Create templates for agent signatures for outbound messages: Design templates for signatures that are automatically generated and applied to outbound emails and messages.
  • Web application security: Configure a content security policy (CSP) helps defend against cyber attacks such as data theft, site vandalism, malware distribution, and malicious scripts
  • Engagement mapper: Map UI elements on your website that have CSS selectors to engagement rules. You can also verify and test engagement rules.  This option is only available if you have Guide.

Modify a Digital Channel

1. Click the app selector and select ACD.

2. Go to Digital > Points of Contact Digital.

3. Locate the channel you want to remove.

4. To modify a channel's default digital skill or script:

   1. Click Edit.

   2. Select a new Studio script from the Select studio scriptdrop-down. Note that assigning a new script to the channel may impact how interactions are routed to agents.

   3. Select a new default skill from the Select default skilldrop-down. Note that the default script and any other scripts used to route contacts on this channel may assign a different skill to the interaction before requesting an agent.

5. To modify other channel settings, click Delete. This does not delete the channel. Instead, it loads a page where you can configure additional settings. The available settings depend on the channel you want to modify. 

   For channels that use third-party platforms, you may need to log into that platform to modify settings.

6. Click OK to confirm that you want to delete the selected channel.

Delete a Digital Channel

Do not delete a channel that is actively being used. Only delete a channel after verifying that you no longer need it. Deleting a channel cannot be undone.

1. Click the app selector and select ACD.

2. Go to Digital > Points of Contact Digital.

3. Locate the channel you want to remove and click Delete.

   On the My Channels page, locate the channel again and click Delete.

4. Click OK to confirm that you want to delete the selected channel.

Configure the Visibility of Custom Fields in Posts on Channel

You can configure the visibility of custom fields in a digital channel. You can set it to use all default custom fields, none, or only those available in a specified form. Note that the forms used for this purpose are not the same as those created as quick responses for agents to send to customers.

1. Click the app selector and select ACD.

2. Go to Digital > Points of Contact Digital.

3. Locate the channel you want to modify and click Edit.

4. To have all default custom fields visible on this channel, select All default. This is the default setting.
5. To remove custom field visibility from this channel, select Do Not Show.
6. To limit visibility to those in a specific form:
   1. Select Show based on a form.
   2. Choose the form you want the channel to use from In post detail use following form for agents. This drop-down shows only forms that have been assigned to this channel. If no forms are available in the drop-down, create one if needed and it to this channel, then return to this task.
7. Click Save.

Configure an Email Address for Sending Transcripts

You can configure NiCE CXone with an email address that's contacts request the transcript of their chat session. The system sends the transcript using the specified email address.

1. Click the app selector and select ACD.

2. Go to Digital > Points of Contact Digital.

3. Click E-mail for sending transcripts under Your Channels.

4. Select the email address you want to use from the E-mail for sending transcripts drop-down list. The list contains all email addresses you have connected to the platform.
5. Click Save.

Create Automatic Signatures for Outbound Messages

You can design templates for signatures that are automatically applied to manual outbound messages and replies.

You can include HTML formatting and images such as company logos, but the formatting only works on email channels. Other channels support rich text and plain text signatures for outbound messages.

After creating a signature, you must assign it to the agents you want it to apply to. Agents can only have one signature. If you assign a signature to an agent who already has one, the newly-assigned signature replaces the previous one.

1. Click the app selector and select ACD.
2. Go to Digital > Points of Contact Digital.
3. Under Your Channels, click Automatic Signatures.
4. Click Add new signature.
5. Enter a Name for the signature.
6. You can enter a Plain text signature, HTML signature, or both.
   Learn more about signature types

   The HTML signature will be used first. The plain text signature is only applied if and when HTML is not supported by the channel.

   Both signature types support the use of variables like {{firstName}}, {{lastName}}, and {{email}}. This allows you to create a signature that can be used by multiple users.

   The HTML signature type allows you format the text with different sizes, colors, bold and underline, bullet points, and more. You can also add links.

7. Click Save.
8. From the Automatic Signatures page, click Assign users for the signature you just created.
9. Locate the users you want to use the signature and click Add. Repeat for all users that you want to use this signature. Changes are saved automatically.

   A user can only be assigned to one signature. If you add a user that is already assigned to an existing signature, they will be removed from that signature and added to the new one.

Create Branded Templates for Outbound Emails

Brand templates allow you to ensure that every message agents send aligns with your organization's branding standards, including specific colors, logos, and graphic elements.

You can include placeholder variables to define where the message content and agent signature should go. The system replaces these variables with the appropriate information before sending the email. Branded templates work with digital email channels.

Click the app selector and select ACD.
1. Go to Digital > Points of Contact Digital.
2. Under Your Channels, click Templates.
3. Click Create New Template.
4. Enter a Name for the template.
5. In the Template rules field, enter the HTML for the template. You can view the preview to the right. Include {{messageContent}} and {{signature}} as variable placeholders for where you want the message text and the agent's automatic signature to go.
6. Click Save.

Connect a Template to a Channel

1. From the Points of Contact Digital page, find the channel you want and click Edit.
2. Choose the template you want to use from the Select template for outbound messages drop-down.
3. Click Save.