You can set up Internal Chat (Conversations) for your NiCE CXone system. Internal Chat (Conversations) allows agents, supervisors, and other users to message each other without leaving NiCE CXone.
Prerequisites
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Digital Experience (DX) and Internal Chat (Conversations) must be enabled for your tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. -
The Digital Engagement employee profile attribute must be enabled for all the roles you want to use Internal Chat (Conversations).
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You must have the following Omnichannel Routing (ACD) role permissions:
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The Search in Messages Omnichannel Routing (ACD) role permission must be enabled for all the roles you want to use Internal Chat (Conversations).
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Your Account Representative must set up Internal Chat (Conversations) on the Digital back end for your region.
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Your agents must be on version
Complete each of these tasks in the order given.
Create Channel
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In NiCE CXone, click the app selector
and select ACD. -
Go to Digital > Points of Contact Digital.
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Select MPower Conversations.
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The channel is automatically created. When finished, a page displays the channel ID.
Configure Digital Permission
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Go to Digital > Roles.
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Click Edit
for the role you want to edit. -
In the Channels section, find the channel you created previously and click Edit permissions.
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Select the checkbox for the Reply permission.
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Click Save.
Enable Internal Chat (Conversations) in App Selector
If you want to be able to open Internal Chat (Conversations) from the app selector , enable the Launch Conversations Omnichannel Routing (ACD) role permission.
Enable Internal Chat (Conversations) for Agent Workspace (Agent)
If you want agents to be able to use Internal Chat (Conversations) inside NiCE CXone Agent Workspace (Agent), enable it in their desktop profile.