About the SmartChat Widget

Experience game-changing search in your Verint Community with SmartChat, by Social Edge Consulting. Utilizing conversational AI, your user's community search experience will be transformed with instant answers, tailored results, and enhanced user satisfaction. Transitioning from conventional keyword search to conversational AI, SmartChat understands your queries better, delivering contextually relevant responses while keeping your content secure.

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Why SmartChat for Verint?

Are you encountering difficulties in locating what you need using the Verint Site Search? Or are you finding it challenging to navigate through the Verint Site Search Experience?

Verint SmartChat offers a new way to ask questions and find what you need immediately, streamlining the search process and elevating users satisfaction.

SmartChat Features

Interact. Simple and easy to use.

• Ask a question or make a request through a simple AI prompt

• Receive a clear and professionally generated response

• Scroll through previous questions / requests during your session

• Clear/Reset previous conversations when seeking new information

• Copy the response to your clipboard for use in other communications or content

• Click through original content sources, including Users, Groups and Content **

** - initial content types include Wikis/Articles, Discussions/Questions and Blogs

Where Can I Setup SmartChat?

• Community Home Page

  • If configured on the community home page, it is recommended to be placed in the header or footer of the page and be locked. This will allow it to cascade across the entire site

• Group Page

  • If configured at the group level - that specific SmartChat widget (with theme and placeholder text) will cascade through that specific group

• Application Page

  • If configured at the application level - that specific SmartChat widget (with theme and placeholder text) will cascade through that specific application (and any other similar applications - i.e. If it is placed in a forum - it would be present on all forum pages in a group)

• Custom Page

  • If configured on a custom page - that specific SmartChat widget (with theme and placeholder text) will show just on the page

Setup and Configuration

Add the Widget

The SmartChat Widget requires one place in Verint to set up:

Add a new widget to the page 

• Navigate to the group, Homepage or custom page

• Click on the pencil icon ()> Manage site/group theme > edit this page 

• Search for the SmartChat Widget 

• Hold down the mouse on the widget name and drag it out onto the page where you want to display it (See Where Can I Setup the SmartChat Widget to See Notes on Specific Placement)

Configuring the Widget 

Before You Start 

Now that you are in the configuration panel of the SmartChat Widget you need to navigate to the configuration of the widget. To do so navigate to the widget you want (edit the page) and click on the cog in the corner of the widget. 

Widget Configuration Panel 

General

NOTE: The Button Icon must be a URL - we recommend uploading an icon under pencil → administration → site → files

NOTE: The button size will automatically rescale at 75px X 75px when in mobile.

Theme

NOTE: You are able to preview any theme changes made live in the confgiuration at the top of the theming section. 

Header

Body

Body Background Color (#1) is the color of the pop-up background (behind the text bubbles)

Prompt

Prompt Placeholder - The text that shows in the seareh box of the SmartChat Pop Up (Number 3).

Rounded Corners - Select if you would like to have rounded corners applied to the area for a user to type their message in.

Add Custom HTML

This section is used to insert HTML and/or CSS class to further customize your response placeholder text. See example code below.

Fonts

Select Fonts from the widget menu.

Select a Font method from these options:

1. Basic

2. Google

3. Custom

4. Note: Default is “relative sizing” We recommend setting up a widget as a template with the desired settings, colors, etc. so that you can copy that configuration if you plan to reuse the across the community or share with your community management (place owners) team.

Font selection

Basic Font: Choose from the browser default fonts (serif, sans-serif, cursive, and monotype) and global web-safe fonts used in your Verint community. If you select a Basic font, you can also configure the script type (Bold, Italic, etc.).

Google Font: you can select a font from those provided by Google. Begin typing to search for a specific Google font. Browse and preview the Google Fonts database here: Google Fonts.

Custom Font: you can import your own custom font by supplying hosted links to your font files. For cross-browser compatibility, please specify at least a woff or ttf font file.

Note: You are responsible for licensing and paying for that font.

Depending on what widget you are configuring there may be different sections for setting your fonts such as: title, heading, sub-heading, tabs, category etc.

When you are finished setting your fonts, save your changes. Scroll to the bottom of the widget and click the Save All button.

Migrate Configuration

To generate a copy of your current SmartChat configuration, click on the migration tab. Then under Export Configuration click the button that says “Generate Configuration”. Once the text field is populated with the configuration code click the copy button. Please store that code in a safe location for future reference. 

If you would like to import a previously configured SmartChat and you have that configuration code handy, you can paste the code into the text field below Import Configuration. Once the code is properly imported and displayed in the text field, click apply. Once you click apply you can navigate to the other tabs within the widget configuration and make any needed changes and then click Save. Otherwise, if no changes need to be made, simply import and apply the configuration code and then click Save. 

Publish Page

1. Within the widget configuration, press save all

2.  Navigate back to the side menu (where the pencil icon is) and click Publish 

SmartChat FAQs

Will users see AI-generated responses from content they shouldn’t see?

No. Responses are only generated from content that the user is entitled to view

Will the AI-generated responses be accurate?

The responses are generated solely on your company’s content (Content, Groups, People) and will not be sourced from public content on the Internet

Support

Need support or want to talk to us?  Please send an email to:

contact@socialedgeconsulting.com