In order to use chat, you will need to have a queue based plan. Plans that will support chat include our Contact Center and Marketing plans, as well as the legacy Advanced, Enterprise, Platinum, and Agency plans. A FormReactor will be filled out before initializing Chat.

Chat Overview

  1. Chat widgets require queues so you can determine where you want chats to be routed, depending on your unique schedule and agent customizations. 

  2. Agents require chat licenses to answer chats (pricing depends on your current plan). Licenses may be transferred or reassigned to different agents, but cannot be used concurrently. Purchase licenses here.

  3. There are additional Agent Routing Rules customizations available (queue based) that allow managers to determine what activity type and load in Queue an agent can handle:Chat onlyCalls onlyChats and CallsMax concurrent activities (determines how many activities your agents can support at the same time)

  4. Chat Customizations available in Chat widget settings:Colors for your chat boxChat Widget placement on your siteAuto start message that will display to the customer when they join your chatNo agent available messageChat Activity timeout: what time frame can customer be idle before the chat times out?Chat agents per second timeout: how many seconds should we ring an agent before we move on and ring the next agent in the queue?Chat overall ring time timeout: how long a chat can ring before timing out. Example: if you set to 300 seconds, the chat will try to connect with an agent for that length of time before displaying a “No agent available” message.

  5. Agent Customizations available in User profile:Auto chat greeting message, so individual agents can customize their own greeting messageAlias chat nameCanned responses / macros

  6. Media SupportMax size is 150mb Supports JPEG, JPG, PNG, GIF

How to Install Chat

  1. Pre-requisites:One Agent QueueCTM Tracking code installed on the desired siteUser Licenses for each agent using Chat

  2. To start using the chat widget, go to Numbers → Chat Widget in the top navigation menu in the CTM app

3. The Chat Widgets page will contain a list of all the chat widgets made. You can also navigate to the User Licenses page to keep track of your agent licenses for chat, or create a new Chat Widget.

In the User Licenses page, the admin will be able to update Chat Licenses to different agents, deactivate licenses, or buy more.

Buying Licenses page. Select users to buy licenses for and continue by pressing the button. You will be charged immediately and then billed for the license(s) on a 30 day renewal basis.

4. Go back to the Chat Widgets page and select New Chat Widget button to begin customization and setup. This requires selecting an Agent Queue to attach to the widget so routing chats to agents can be determined, which can be done in the Chat Flow section on the page.

5. After customizing and saving the New Chat Widget, the embed code section should now appear. Copy and paste the code onto your desired website page.

6. The Chat Widget should now appear on your site.

7. You can customize Agent Routing Rules in Queues per agent.

8. Agent Customizations can be found under User profile.

9. Chat Schedule define chat widget behaviors during certain hours

  • Toggle On/Off Button Hide’s when offline – This will Hide chat during offline hours. This is based off your schedule attached to the Call Queue.

Best Practices for Setting Up Chat

Given Agents have the ability to be on both a call and chat at the same time, it’s important to reduce instances of overlapping activities where they may not be able to manage the load. 


  • ActivityChatCall

  • Active AgentsAn agent is either in a call or chatting

  • Dialable agentsAgents available to dial/route the activity to

How to Reduce Overlapping Activities

  • Edit the Agent Routing Rules (Numbers → Queues → Edit Agent Routing Rules) to decide the type and load amount of activities an agent can handle. This must be done per agent, per queue.

  • Reduce the number of queues in use. Agents in multiple queues are more susceptible to receiving overlapping activities because each agent’s routing rules may be different per queue, meaning any incoming activity that satisfies the agent’s rules in a queue will be routed to them. 

  • If reducing the number of queues is not possible, it is best to set a limit to Max Concurrent Activities for each agent in every queue. 

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