Customizing store messages

Professional Edition onlyBusiness Edition only The messages that display to a customer when they initially connect to a CSR, for example, "Hello, how can I help you?", or "Our office hours are from 9 a.m. to 9 p.m. are stored in properties files in on the Sametime Server. The properties files are divided into two types of files: Customer.properties and Agent.properties. The Customer.properties file contains messages that display to the customer, while the Agent.properties file contains information that displays to the CSR. Both of these files also have corresponding locale-specific files, for example Customer_de_DE.properties and Agent_de_DE.properties, for each locale installed in your instance of WebSphere Commerce.

To change the messages in these files:

  1. Locate the properties files on the Sametime Server. By default, these properties files are located in the following directory:
    • Customer_Care_installdir\properties
  2. Make the necessary changes. The following table lists the message keys for each message.
    Message Key Description Notes
    WelcomeMessage The first message to be displayed in the customer's applet after the CSR accepts a chat request.
    GoodbyeMessage Message displayed in the customer applet right after the CSR or customer ends the chat session.
    PushPageMessage Message to be displayed in the customer applet after the CSR sends a URL to the customer's browser.
    CallCSRMessage Message to be displayed when a customer submits a help request and the applet is connecting to the Sametime server.
    NoConnectionMessage Message to be displayed when the customer applet is unable to connect to the Sametime server or has lost connection with the Sametime server.
    StoreCloseMessage Message to be displayed when CSRs are not available to serving the customer. Always displayed with the StoreWorkingHour message.
    StoreWorkingHour Message to be displayed when CSRs are not available to serve the customer. Describes the store's hours of operation. Always displayed with the StoreCloseMessage message.
    WaitingMessage Message to be displayed when a customer submits a request and the total number of waiting customers is less than WAIT_RANGE_1.
    WaitingMessage1 Message to be displayed when a customer submits a request and the total number of waiting customers is less than WAIT_RANGE_2, but greater than WAIT_RANGE_1.
    WaitingMessage2 Message to be displayed when a customer submits a request and the total number of waiting customers is less than WAIT_RANGE_3, but greater than WAIT_RANGE_2.
    WaitingMessage3 Message to be displayed when a customer submits a request and the total number of waiting customers is greater than WAIT_RANGE_3.
    CIWarningLabelLineOne The first line of the invitation message that displays when a CSR initiates a chat request to a customer. The display length of the message will affect the width of the chat frame. The line separator character should not be used.
    CIWarningLabelLineTwo The second line of the invitation message that displays when a CSR initiates a chat request to a customer. The display length of the message will affect the width of the chat frame. The line separator should not be used.

    Note: The line separator character "\n" should be inserted in the message to start a new line. If not, the message may exceeds the boundary of the display area.

    Note: You may need to modify properties for different locales to ensure the correct translation of the message.

  3. Close and save the file.

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