Customer Client: Modify the Invitation Email, Display Options, Connection Options
From the dropdown at the top of the page, select the public site for which you want to create this customer client configuration.
The Invitation Email allows you to create a custom email message with unique instructions for each public site, in each supported language.
You can include macros to dynamically add the representative's name, the session key and its unique URL, and the public site URL.
As an option, you can use the From Address field to set up system-generated email invitations instead of an invitation that uses the representative's local email client. If configured in this manner, session invitations are sent from a centralized, system-wide address (e.g., "email@example.com"). This may be particularly useful if your representatives have enterprise email restrictions due to safety or privacy concerns. If the From Address field is left blank, the emails will use the "from address" as configured on the Email Configuration page.
Note: To enable system-wide emails, make sure that Enable server-side emails for support and presentation invitations is checked on the /login > Configuration > Options page.
To set how prompts appear to your customers during a support session, choose to show prompts as text links in the chat window or as pop-ups above the chat window. The pop-up option does not apply to mobile clients or click-to-chat sessions.
Set the customer client to start with the chat area minimized or expanded. You also can choose to unobtrusively start the customer client minimized and without taking focus in attended sessions, Jump Client sessions, or sessions started via Jumpoint™.
Each of the following messages can be configured in multiple languages, depending upon which language packs are enabled on your Bomgar Appliance. To revert a message to the default text, delete the text from the field and then save the blank message.
You may enable an agreement that the customer must accept before entering a support session. Separate agreements can be configured for full client sessions and for click-to-chat sessions. If the customer does not accept the agreement within the set Acceptance Timeout, the session will end.
Session Recording Prompt
If Display Session Recording Prompt Before Full Client Sessions is checked, then at the beginning of a session, the customer will be prompted to allow session recordings. If the customer allows recordings, then the session will be recorded as configured for this public portal. If the customer refuses recordings, then the session will continue, but no recordings will be made. This applies to screen sharing recordings, command shell recordings, and system information logging.
If Display Customer Notices in Customer Client is checked, then until the session is accepted, the customer client will display both customer notices already active when the session was requested as well as customer notices created and sent. Following each notice will be a link to end the session if the notice addresses a known problem for which the customer was requesting support. For information on configuring and sending notices, see Customer Notices: Create Messages for the Customer Notification System.
Customer Greeting and On-Hold Message
The customer greeting appears within the chat window once the session is in queue, and the on-hold message displays at intervals until a representative accepts the session.
Let customers know their session status by providing them with feedback regarding their position in queue and estimated wait time. Providing customers with this information creates a better chance they will stay in the queue and get the service they need.
Wait time and position are calculated per queue. A customer's position in queue is determined by the age of the session on a first come, first served basis. The wait time is estimated using the most recent sample of sessions that came through the queue and were answered by a representative. A minimum of five sessions is needed to provide enough data for a reliable wait time calculation.
Messages are configured using macros. Copy the %POSITION_IN_QUEUE% and %ESTIMATED_WAIT_TIME% macros into the Display Customer Greeting Session and Display On-Hold Message text boxes. Depending on which boxes you select, the messages will appear in either the initial customer greeting, a repeating message appearing at pre-set intervals, or both.
Note: The macros expand into full sentences describing the customer's position in the queue, as well as the estimated amount of time the customer has to wait.
There are two fields that affect customer experience:
- On Hold Message Interval – sets the time between message displays.
- Maximum Estimated Wait Time – sets the maximum time to display as the expected wait time for a customer's session to be accepted by a representative. If the average wait time is longer than this number, the message will read, "Your estimated wait time is more than x minutes".
Click-to-Chat Elevation Prompt
When elevating from a click-to-chat session to the full customer client, the customer must accept a prompt. Customize the text to display, notifying the customer of the need to run an application and of the additional functionality of the full customer client.
Orphaned Session Message
If a customer requests a session when no representatives are available, an orphaned session message can be displayed. Optionally, the customer's web browser then can be automatically opened to a specified URL, such as a knowledge base or contact page.
Choose to display a semi-transparent message on the remote screen to indicate that the computer is being supported. You also may show or hide your public site hostname in the customer client title bar.
Chat Window Banner
Upload an image banner for the customer client chat window. This image must be a 256-color (8-bit) Windows Bitmap file (BMP) and must be 480 pixels wide. The recommended image height is 40 pixels. As soon as you upload a new banner or revert to the default, all new sessions will use that image. Currently running sessions will not be affected.
Assign a session policy to sessions associated with the public site selected at the top of this page. This session policy may affect the permissions allowed in sessions started through this site. For information about creation and priority of session policies, see Session Policies: Set Session Permission and Prompting Rules.
For the public site selected at the top of this page, choose if you want to record screen sharing sessions, to record command shell sessions, and if you want to automatically log system information at the beginning of a session.
You can enable or disable recordings, or you can use the site-wide setting configured on the Configuration > Options page. This setting may be overridden by customer preference as configured above.
After a session is complete and if a Jump Client is not installed, customers will be notified that the Bomgar software has been uninstalled. Customize this uninstall message in all available languages. To revert the message to the default text, delete the text from the field and then save the blank message.
Determine how long a disconnected customer client should attempt to reconnect. Additionally, if the session connection is lost, the remote user's mouse and keyboard input can be temporarily disabled, resuming either when the connection is restored or when the session is terminated. If unable to reconnect within the configured time you have set, the Session Termination Behavior rules set below will apply. These rules do not apply to browser sharing sessions.
To prevent an end-user from accessing unauthorized privileges after an elevated session, set the customer client to automatically log the end user out of the remote Windows computer at session end, or simply lock the remote computer. You can also allow a representative to override this session termination setting from the Summary tab in the representative console during a session.
From the Automatic Elevation dropdown, select how to handle elevation of the customer client on a remote Windows system. If Never attempt to elevate is selected, the customer client will never attempt to run with administrative rights unless the representative expressly requests elevation. If you have selected Attempt to elevate only if doing so will not prompt the customer, then the customer client will attempt to run as an administrator, but only if doing so will not prompt the remote user for permission. If Always attempt to elevate is selected, then the customer client will always attempt to run as an administrator; at the beginning of a session, the remote customer may receive a prompt to allow elevation.
If you choose to allow the customer to limit applications shared, your customer will have the option to define which applications you can or cannot view during a screen sharing session. If this option is deselected, customers will receive this option only if the representative specifically requests or is only allowed to request limited control.
If you need to prevent file transfers from customer to representative, you can disable the customer's ability to offer files during chat sessions.
When supporting Windows Vista or above, the representative may attempt to override a customer’s disabled Secure Attention Sequence injection policy in order to send a Ctrl-Alt-Del command.
Additionally, you may permit the customer client to detect when a video card driver is causing very high CPU usage on the remote computer; if so detected, the customer client may temporarily disable hardware acceleration during screen sharing to speed the remote support connection.