Configure one or more public sites for your Bomgar Appliance. A public site is a web site where your customers can start a session and through which all session traffic will be directed. Each site must have at least one DNS or IP address that resolves to your Bomgar Appliance. Multiple hostnames can direct to one site, but one hostname cannot be used for multiple sites.
First, either select Add New Site or edit the default site. Then, enter Site Addresses; these addresses can be DNS names or IP addresses. Next, choose which Bomgar Button Profile to use for this public site, either the default profile or a customized profile. The button profiles are configured from the Bomgar Buttons page. (See Bomgar Buttons: Deploy Bomgar Buttons for Quick Session Start.) Next, configure the page design and layout by selecting a public web template, configured from the HTML Templates page. (See HTML Templates: Customize the Web Interface.)
Choose which session initiation options are available for this support portal, selecting whether each option should be enabled for the public site and the API, enabled for the API but hidden on the public site, or disabled. Set whether to display help text for each option. Also, choose whether sessions started with this method should begin with click-to-chat, starting as web-based chats rather than with the full customer client.
The representative list displays the names of all logged-in representatives, sorted according to display number. When a customer clicks a name and runs the customer client, a session will immediately appear in that representative’s personal queue.
Note: A representative giving a presentation will by default be removed from the representative list, although this exclusion from the representative list can be overridden by selecting Showing on Representative List from the representative console.
Similarly, the presentation list displays active presentations. For a presentation to be listed here, the representative must have started the presentation and selected to show the presentation on the public site. When a customer clicks a presentation name and runs the client, he or she will immediately join that presentation.
You can generate a session key for a support session or presentation and give it to your customer beforehand, requesting him or her to submit it on your public site. Running the customer client from a session key places the customer in the queue with the representative who generated the key. Checking the option to prompt the customer requires the remote user to confirm that he or she would like to start a support session or join a presentation before beginning the Bomgar client download. If this option is unchecked, the client download begins as soon as the customer submits the session key or follows the session key link.
Alternatively, your customer can fill out an Issue Submission Survey to request support. If you set the survey to display common issues, your customer can select the type of problem he or she is experiencing. Then he or she will be placed in queue for the team that owns the selected issue. Select Display Issues for All Teams to list all configured issues, or select the teams whose issues you want to display on this site.
If you set the survey to list available representatives, your customer will be placed in the selected representative’s personal queue. Note that all representatives are displayed, regardless of team membership. You can also display a company code field, which can be helpful with issue tracking.
Note: Another support session type is collaborative browser sharing, which allows your customer to click a link from a website to enable you to view and annotate only the remote web browser. Collaborative browser sharing must be configured using the Bomgar API. See the API Programmer's Guide for detailed instructions.
Choose per site whether to display a customer exit survey on the Bomgar landing page, to redirect your customer to an external URL, or not to send your customer to any landing page. If you enable the Bomgar landing page, select which questions should appear in this site's survey. You also may choose to provide the customer with links to download the chat transcript or the video recording of the session.
You also can choose to display a representative exit survey, selecting which questions to display. Questions for both the customer and the representative exit surveys are configured on the Exit Surveys page.