Requirements
Customers can use any device with a web browser to chat.
Representatives must use Google Chrome or Mozilla Firefox to manage chats.
How to Use Live Chat as a Representative
Boise State’s Live Chat service utilizes AWS (Amazon Web Services) Connect.
Customers can select a link to chat from your department’s web page, social media accounts, email, etc. and have the option of providing basic identifying info to receive a one-time passcode to chat or signing in with Boise State credentials.
A modal icon can be configured to appear on your website’s home page, or all pages on your website, when chat representatives are available and online.
The following information is intended for representatives to sign in and manage chats using AWS Connect.
How to Sign In
- Browse to https://services.boisestate.edu/#/connect/admin. Authenticate with your Boise State credentials if needed.
- Select the Open AWS Connect button.
- Select the telephone icon at upper-right to pop-out the chat window.
How to Manage Chats
- When you are ready to accept incoming chat requests, select the colored bar at the top of the chat window and change your status to Available.
- An audible “telephone” ring will sound when an incoming chat is requested. Click the Accept chat button to start chatting (or Reject chat if needed).
As an alternative, your web browser may be configured to provide silent notifications of chat requests, or integrate with your operation system notification feature. This configuration differs by operating system and browser; contact the Help Desk if needed. - When your chat is complete it’s a best practice to wait for the customer to end the chat first; you can also end the chat at any time by selecting the aptly named End chat button at the bottom of the chat window.
- Once the chat is ended the representative will be placed in “After chat work” status. This allows the representative time to do any follow-up work necessary before accepting the next chat in the queue.
- When ready to accept the next chat select the Close contact button at the bottom of the chat window.
- If you need to take a break, select the colored bar at the top of the chat window and change your status to Offline.
How to Sign Out
- Select the colored bar at the top of the chat window and change your status to Offline.
- Select Log out at top-right to sign out of the system.
It’s very important to remember to change your status to Offline before you sign out.
How to Update Your Department’s Chat Information
Authenticate to https://services.boisestate.edu/#/connect/admin, then select Settings at the top of the page.
Select your department, then edit in the fields as appropriate.
Frequently Asked Questions
Chat Management
How many chats can a representative manage?
Each representative can manage up to five chats at a time. Therefore two representatives can manage up to 10 simultaneous chats.
Customers will wait in a queue until a representative is available.
Can we configure the available hours for chat?
Not at this time. Chat availability is determined solely by one or more representatives signing in and setting their status as “Available.”
Can I customize our department's chat page?
Yes. Refer to information above about how you can edit your department’s chat information.
Can customers and representatives transfer files through chat?
No, chat is limited to texting information back and forth.
During a chat you may determine that email, phone, or another communication channel is preferable.
Can I download my chat session logs?
Yes, but be warned the data is not formatted in a visually-friendly manner.
Representatives can download the last 24 hours of activity for their department by clicking the “gear” symbol at the upper-right of their chat window, then selecting Download logs.
Requests for chat logs older than 24 hours need to be considered as extraordinary (e.g., requested by General Counsel or Dean of Students).
How can I edit my department's description on the chat landing page?
Yes, refer to information above on editing your department’s chat information.
Why does the chat screen not appear after I select "Open AWS Connect"?
You can fix this issue by enabling third-party cookies for https://services.boisestate.edu:443.
Contact the Help Desk to walk you through the process if needed at (208) 426-4357 or helpdesk@boisestate.edu.
Can a representative monitor chats for more than one department?
You can fix this issue by enabling third-party cookies for https://services.boisestate.edu:443.
Contact the Help Desk to walk you through the process if needed at (208) 426-4357 or helpdesk@boisestate.edu.
What happens to chats when a representative is not online?
By default a user will simply be informed your chat is unavailable via the Offline status message on the Settings page.
However, if you wish to allow users to contact you offline, you can enable offline messages by providing a Chat Offline Email and check the box for “Enable offline messages?” in Settings.
Any message received will be sent to the provided email. This is an optional feature and is off by default. Be careful to not leave any open chats or you will be disconnected from the users.
Can chats be transferred between representatives?
Yes, chats may be transferred between active representatives.
This is a separate feature that must be enabled by OIT. If you want to use this feature, please send an email to the Help Desk with your request and be sure to include the names of all representatives who will utilize the transfer feature.
Feedback
Submit your feedback
Let us know if you have requests for new features or enhancements. Send your feedback to oitcommunications@boisestate.edu.
How Can We Add Additional Employees as Representatives?
How many chats can a representative manage?
Each representative can manage up to five chats at a time. Therefore two representatives can manage up to 10 simultaneous chats.
Customers will wait in a queue until a representative is available.
Can we configure the available hours for chat?
Not at this time. Chat availability is determined solely by one or more representatives signing in and setting their status as “Available.”
Can I customize our department's chat page?
Yes. Refer to information above about how you can edit your department’s chat information.
Can customers and representatives transfer files through chat?
No, chat is limited to texting information back and forth.
During a chat you may determine that email, phone, or another communication channel is preferable.
Can I download my chat session logs?
Yes, but be warned the data is not formatted in a visually-friendly manner.
Representatives can download the last 24 hours of activity for their department by clicking the “gear” symbol at the upper-right of their chat window, then selecting Download logs.
Requests for chat logs older than 24 hours need to be considered as extraordinary (e.g., requested by General Counsel or Dean of Students).
How can I edit my department's description on the chat landing page?
Yes, refer to information above on editing your department’s chat information.
Why does the chat screen not appear after I select "Open AWS Connect"?
You can fix this issue by enabling third-party cookies for https://services.boisestate.edu:443.
Contact the Help Desk to walk you through the process if needed at (208) 426-4357 or helpdesk@boisestate.edu.
Can a representative monitor chats for more than one department?
No, not at this time. Each individual may only be associated with account permissions to act as a representative for a single chat instance.
Chat Links
How do I add a modal icon for chat to my website?
A modal floating icon can be configured to appear at the bottom-right of your website’s home page, or all pages on your website, when one or more chat representatives are online and available:
Please email oitcommunications@boisestate.edu to request a modal for your website.
Chat options for customers
Departments have three choices for providing links for customers to use for chat:
- A link that sends customers to an authentication page to allow guests to receive a one-time passcode to chat if you are online, or sign in with their Boise State credentials and chat if you are online.
- A link that sends customers directly to chat if they are already signed in with their Boise State credentials, or a Boise State login page if they are not signed in, if you are online (this limits chat only to active students, faculty and staff).
- A link that sends customers to an authentication page to allow guests to receive a one-time passcode, or sign in with their Boise State credentials, and view all departments that use chat. Customers can choose to chat with any department that is online.
We provide these links to department site admins upon request. Contact the Help Desk if needed.
How do I add a link to my website for chat?
We recommend you use the button style within WordPress to create a chat link for your customers.
Information for creating buttons is available on Webguide:
Need Assistance?
For more information, contact the Help Desk at (208) 426-4357, helpdesk@boisestate.edu, chat, or Help Desk Self Service.