Define Options for the New Chat Session Command

Select a type of Business Object in the drop-down. This is the type of Business Object that is created or updated when the remote support session has ended.

Note: This must be one of the types of objects specified in the Chat and Remote Support Connector Settings (Objects page) in CSM Administrator. The Actions configured in the settings are performed when the remote support session has completed, and optionally, the remote support session history is associated with the Business Object and Customer. If None is selected for the Business Object, a remote support session is initiated and can be conducted, but no processing is performed when the session ends.

Create a new [Business Object (ex: Incident)] to Associate with the Chat Session: Perform the Actions that are configured in the Chat and Remote Support Connector Settings for the Create Behavior.

Note: The Create Behavior must be enabled in order for this option to be available. See Define Business Objects to Associate with Chat Session History.

Associate the Chat Session with the Current [Business Object (ex: Incident)]: Perform the Actions that are configured in the Chat and Remote Support Connector Settings for the Update Behavior. The Update Behavior must be enabled in order for this option to be available.

• Create a new [Business Object (ex: Incident)] If There Is No Current Object to Update: Create a new object of the specified type when the command is selected and there is no current Business Object selected. The Actions defined in the Create Behavior in the Chat and Remote Support Connector Settings are performed.

Note: The Create Behavior must be enabled in order for this option to be available. See Define Business Objects to Associate with Chat Session History.

Display Following Warning When No Chat Technicians Are Available: Select this check box to have a request sent to the Bomgar remote support service to determine whether any support Technicians are currently logged into the Bomgar Representative Console before the new remote support session request is sent.

Warning message: Provide a warning message that opens in a pop-up window to the User or Customer if no technicians are logged in when a remote support session is requested.

Tip: Configure the warning text in the form of a Yes/No question since the window has Yes and No buttons. If the User or Customer selects No, the New Chat Session command is aborted.

These options (only supported in the CSM Desktop Client) allow CSM technicians to have remote support sessions placed in their personal queues in the Bomgar Representative Console. If both options are selected, the first option is tried first and if no match can be found, the second option is tried. If still no match can be found, the team queue is determined based on the selected or specified support issue.

Note: The Chat Service Technician Queue options only affect how remote support session requests are routed in the Bomgar Representative Console. They do not affect or relate to CSM Queues. For more information about Chat Service Technician Queues, refer to the Bomgar documentation. For more information about CSM Queues, see Queues documentation.

Specify the technician queue settings in this window override the settings specified in the Chat and Remote Support Connector Settings (General page).

• Select Technician Queue Using Current User Login: Match the user name for the technician currently logged into the Bomgar Representative Console against the user names of all other currently logged-in technicians. If a match is found, the remote support session is created within that technician’s queue.
• Select Technician Queue Using Login Stored in Current User Business Object: Match the user name from a Field in the User Business Object (UserInfo) for the currently logged-in Technician against the user names of all technicians that are currently logged into the Bomgar Representative Console. If a match is found, the remote support session is created within that technician’s queue.

Tip: To indicate which Field contains the technician's user name, add an attribute with the name ChatUserName to the Field (open the Properties for the Object Field in the Business Object Editor and select the Advanced page and then enter the attribute name under General Attributes).

These options determine how support issues are selected for routing remote support sessions into the appropriate Bomgar team queues.

Note: The list of support issues is configurable through the Bomgar configuration website (Configuration>Issues tab). To change an existing issue, click Edit. To add a new issue, click Add New Support Issue. The current list is downloaded into CSM but is not configurable in CSM.

Note: If the technician queue options are enabled and a technician match is found, the support issue queue options is ignored and the remote support session is created in the technician’s personal queue.

• Use Default Settings: Use the chat support issue queue settings that were specified in the Chat and Remote Support Connector Settings (General page).
• Prompt for Support Issue When Requesting New Chat Session: Show a window show for the User or Customer to select from the list of support issues.
• Always Use a Specific Support Issue: Automatically use the specified support issue (Customers cannot select from the list of support issues).
  • Select Issue button: Click to select an issue to use, which places the request into a specific team queue. The Default in parentheses next to the button indicates that the support session request should be placed in the general queue in the Bomgar Representative Console.

Note: If support issues are changed in the Bomgar configuration website, it might be necessary to reset the Specific Support Issue in CSM.

These options determine what information a Customer that is logged into the Portal is prompted to enter when launching a new remote support session. This information is passed to Bomgar with the request to start a remote support session.

• Use Defaults: Ue the Self-Service Portal settings for logged-in Customers (specified in the Chat and Remote Support Connector Settings (General page)).
• Use Command Settings: Select the options in this window override the settings specified in the general Chat and Remote Support Connector Settings. Select the check boxes next to the types of information a Customer who is logged into the Portal should be prompted to enter when she launches a new remote support session.
  • Name: Select this check box to prompt the Customer to enter her name.
  • E-mail Address: Select this check box to prompt the Customer to enter her e-mail address.
  • Company: Select this check box to prompt the Customer to enter her company name.
  • Issue description: Select this check box to prompt the Customer to enter a description of the problem she is experiencing. Note: This is a description only and is different than selecting from the list of configured support issues.

• Use Defaults: Use the Self-Service Portal settings for Customers not logged (specified in the general Chat and Remote Support Connector Settings).
• Use Command Settings:Select the options in this window to override the settings specified in the Chat and Remote Support Connector Settings (General page). Select the check boxes next to the types of information a Customer who is not logged into the Portal should be prompted to enter when she launches a new remote support session.
  • Name: Select this check box to prompt the Customer to enter her name.
  • E-mail Address: Select this check box to prompt the Customer to enter her e-mail address.
  • Company: Select this check box to prompt the Customer to enter her company name.
  • Issue description: Select this check box to prompt the Customer to enter a description of the problem she is experiencing. Note: This is a description only and is different from selecting from the list of support issues configured in the Bomgar configuration site.