There are four different Control Types that can be added to your ICR (see table below):

Control type Control type description Fields Fieald descriptions Links
Image Displays an image in the ICR window (e.g. company logo)

Control Type – select Image from the drop-down menu.

Image URL – paste the URL for the image you wish to display in the ICR window.

For further information on adding an image, click here.
Message Displays a message in the ICR window. This message can be in the form of a greeting (e.g. “Hello, thank you for contacting us.”), or you could include instructions on what actions to take next (e.g. “Please click below to proceed.”).

Control Type – Select Message from the dropdown menu.

Message – Type the message you wish to display in the ICR window.

For further information on adding a message, click here.
Button Displays a button that can transfer customers to another ICR page within the chat window, to a queue, or to an external link, such as a knowledgebase.

Control Type – Select Button from the dropdown menu.

Label – Type the name for your button; this name will be displayed on the button in the ICR window.

Action – Select one of three actions: Go To Page, Go To Queue, or Go to External Link.

  • Go to Page: when clicked, transfers the customer to another page within the ICR.
  • Go To Queue: when clicked, transfers the customer to a queue to speak to a live agent.
  • Go To External Link: when clicked, transfers customers to an external site.

Page (only present if Action selected is Go To Page) – From the dropdown menu, select the Page in the ICR you wish to link to.

Queue (only present if Action selected is Go To Queue) – From the Dropdown menu select the chat you wish to transfer the customer to.

Priority (only present if Action selected is Go To Queue) – Select the priority the customer will be in when transferred to the queue.

External URL (only present if Action selected is Go to External) - paste the URL for the site you wish to transfer the customer to.

For further information on adding a button, click here.
Delay Adds a timed delay before and after displayed messages; delay times are measured in milliseconds. Delay (milliseconds) – Enter a numerical value; this value indicates the delay time between each Control Type displayed. For further information on adding a delay, click here.