Preconditions

SYSTEM ADMIN 

  • To operate on a website the RTC Launcher Client Installation needs to be performed on a server with public facing internet connection.
  • The RTC Launcher Client operates seamlessly in your Sites by embedding itself with Templates.
  • Customers on your sites do not need any additional installation. They simply use the browser to choose a contact / modality and start the interaction.

About this page

In the following pages we are going to use the following terms quite often:

  • Admin = A user with permissions to access Web Panel Administration of RTC Launcher. Past initial setup an admin is usually not needed for daily interaction.
  • Agent = A RTC Launcher Contacts that has been defined in the Web Panel Administration. Agents will simply log into SfB, ensure they are available and ready to interact with Customers.
  • Client / Customer = The visiting customer using the client installed on the RTC server in his browser. 
  • Modality = Channel or means of communication that the customer uses to contact an Agent. In this context: Chat, Audio, Video and Co-Browsing

Related chapters: 

Customer and Agent interaction

To interact with Agents a customer simply visits a website running RTC Launcher in the background. The customer locates the contact information cards or floating chat and starts the conversation. 

  • Contact details are also configurable and may contain Name, Job title, E-mail address, Phone, Skype, Avatar picture, Status etc. 
  • A contact may also be represented as Service (UCMA Endpoint) so the customer may interacts with a response group of several Agents

Example: Contact cards on the Luware website

Floating Chat

RTC Launcher uses an included Chat feature which can either be embedded in the website dimensions or act as floating "layer" on the side that follows along as the user browses and scrolls on the website. The Agent will simply use his base SfB features to interact with the customer.

Example: Chat on the Luware Website

Authentication Pop-Up / Verification

When starting a conversation a customer has to verify with name (and optional further details such as Email-Adress) so that the Agent knows, who is contacting him. This needs to be done only once as the details are stored in browser cache and the specified name will be displayed in further conversations.

The name:

  • Cannot be empty
  • Must at least have 3 characters

  • Allows for symbols but not special characters, e.g.:

    <"!@`$%^&*()+="?,".>
    CODE

    RTC Launcher authentication pop-up

According to GDPR regulations the customer needs to confirm a disclaimer checkbox before starting chatting/audio/video. This is intended to inform about data usage and protection laws for individuals within European Union (EU) countries. This disclaimer can be adapted as described in Customer Form Template

Authentication pop-up with disclaimer

Template Customization

Good to know

SYSTEM ADMIN TENANT ADMIN SITE ADMIN 

The templates shown above are just examples. They can be adapted both visually and in their (requested) data content as explained on the Templates pages of the Web Panel Administration. It is also possible to define and assign a unique Customer form template - including translations - for every contact managed within RTC Launcher.