OmniChannel link content suggestions from Claims & Appeals

Mottie commented 3 years ago

What does your team need support for? Check all that apply.

[ ] Launching one or more new unauthenticated (static) VA.gov pages
[ ] Making revisions to one or more existing unauthenticated (static) VA.gov page
[ ] Launching a new online form, app, or tool on VA.gov
[x] Making revisions to an existing online form, app, or tool on VA.gov
[ ] Something else (please add details in the next question)

What do you need help with?

Use this space to describe your content need and provide any additional documents and/or links that will help us help you. If we need to add a react widget to a page, be sure to provide the code here.

An OmniChannel Enterprise chat link is to be added to the Claims status tool within the side bar (no design was provided).

The content within the link that was provided is "Click Here to Chat!" which is not optimal given its use of title case, "click here" and an exclamation point. Additionally, I think it might read better if we combine it into a sentence with the "Submit a question to VA" link.

Supporting Artifacts

Please provide supporting artifacts as available.

Link to product outline:
Link to or attach user flows:
Link to prototype or mockups:
Link to any epics/issues that may be helpful:
- https://github.com/department-of-veterans-affairs/va.gov-team/issues/28360#issuecomment-893789185

Will this work be going through the Collaboration Cycle?

[x] Yes - see issue link above
[ ] No

When does this work need to be done?

Estimated launch date: mid-November
Estimated staging review date: ?
Content and IA work needed by: ?

Do you plan to bring this to an upcoming content office hours session?

[ ] Yes, benefit content office hours (Thursdays, 3:00 p.m. to 3:45 p.m. ET)
[ ] Yes, health content office hours (Thursdays, 11:00 a.m. to 11:30 a.m. ET)
[ ] Yes, unauth office hours (Mondays, 11:00 a.m. to 11:30 a.m. ET)
[ ] No, but I'd like to schedule time to talk about this request
[x] No, let's work asynchronously and meet if needed

Note: If we think this work would benefit from a collaborative session with you, we may ask you to bring it to office hours or set up a separate time to meet.

About your team

Team name: VSA Claims & Appeals
OCTO-DE product owner: @mattpointzxer0
Product manager: @vhenry07
Designer: @kevinstachura
FE engineer: @Mottie
Product/team Slack channel: #vsa-claims-appeals

Next steps

Once you’ve submitted this ticket, please post a link to this issue in the #va-sitewide-content Slack channel and tag @RLHecht.

If you also need engineering support from the Public Websites team, fill out their intake request form.

If you need a page/URL redirected, a URL changed or a vanity URL set up, please submit a Redirect, URL change, or vanity URL request

Mottie commented 3 years ago

@RLHecht Can we also get feedback from @mnorthuis regarding the new browser window? Currently the title of the new browser window is "xtf" and it has a fixed size of 400x600 pixels. See https://github.com/department-of-veterans-affairs/va.gov-team/issues/28832#issuecomment-946966212

mnorthuis commented 3 years ago

Adding myself to the ticket, thanks for the tag @Mottie!

Questions I have: 1) Is the intent for this to open in a pop-up window or new browser window/tab? 2) This is a live chat with an agent or is it an interactive chatbot? I was under the impression that it was a live agent initially, but not entirely sure. I want to be careful about the language we use, as we also have an online form to submit a question.

Mottie commented 3 years ago

Is the intent for this to open in a pop-up window or new browser window/tab?

The code I was given opens a new browser window sized 400 pixels wide by 600 pixels tall

This is a live chat with an agent or is it an interactive chatbot? ...

The browser window opens at https://dvagov-udo-dev.powerappsportals.us/ - which I think is a live agent - since that's the button text ("Live Agent Chat") of their second iteration. I open the page using that URL and it looks like I need to log in?

mnorthuis commented 3 years ago

@Mottie do we control the title of the browser window, or does the omnichannel team control the experience at that point?

Mottie commented 3 years ago

In the code they sent me, "xtf" was set as the browser window title. So I'm guessing we can change it to whatever we want

mnorthuis commented 3 years ago

Typically we would have the H1 + Veterans Affairs, but this isn't technically part of the VA.gov site, so I'm hesitant to go that direction - we wouldn't title a page external to VA.gov as a VA.gov page. I would need to see their production URLs, experience and content to provide a recommendation, or you can ask that they provide the appropriate title tag for it.

Mottie commented 3 years ago

CC: @vhenry07 @stephenjames1

vhenry07 commented 3 years ago

adding @steveweinberger

bethpottsVADEPO commented 3 years ago

@Mottie On a related topic, with IRIS retiring and Ask VA coming online, did that link in your screen shot above get updated already? The content team had combed through the site to change the URL and label to point to our contact us page, where the entry point to Ask VA is. And Randi engaged with devs to do this on pages she couldn't update herself in drupal. This would have happened after you created this ticket, so I just want to check that "Submit a question to VA" has changed to "Contact us online through Ask VA."

Mottie commented 3 years ago

Thanks @bethpottsVADEPO! I just now merged in those changes - https://github.com/department-of-veterans-affairs/vets-website/pull/19221

steveweinberger commented 3 years ago

@Mottie Is the intent for this to open in a pop-up window or new browser window/tab? The code I was given opens a new browser window sized 400 pixels wide by 600 pixels tall - The default is 400x600 and then in the code it determines the browser window size and adjusts to that.

This is a live chat with an agent or is it an interactive chatbot? ... The browser window opens at https://dvagov-udo-dev.powerappsportals.us/ - which I think is a live agent - since that's the button text ("Live Agent Chat") of their second iteration. I open the page using that URL and it looks like I need to log in? - That is correct. A new window (portal) is opened that connects to Omnichannel Live Agent. The user will not have to login if they are already logged into va.gov

Mottie commented 3 years ago

I haven't implemented the code yet, so there are parts that I don't understand:

I have 2 monitors, but I've never heard of window.screenRight and window.screenBottom. it's undefined on both my Mac and Windows machines. And it's not listed in MDN Web docs.

Also, I would need to test it a bit more, but the screen resizing logic seems off to me.

steveweinberger commented 3 years ago

@Mottie here is the link for window.screenRight and window.screenBottom. https://developer.mozilla.org/en-US/docs/Web/API/Window/screenLeft

Mottie commented 3 years ago

Any updates on the status of this work? I'm off the next two days, and our sprint ends next Tuesday. If getting it done before Tuesday isn't possible, we'll need to push this work to our next sprint. Thank you!

bethpottsVADEPO commented 3 years ago

@Mottie I have some questions, so yes, please push to next sprint.

@LucianaAlexanderMorais Have you discussed messaging with @DanielleThierryUSDSVA yet about how you want to distinguish this service from other ways to contact VA online? It makes sense to place the chatbot link in the Need help? section, where there's already a link to Ask VA with this label: Contact us online through Ask VA. So the label for the chatbot needs to set it apart from this online form submission.

Robin said that this text (below) was provided, but I'm not sure where it came from and it doesn't align with our VA.gov style and voice: "Click Here to Chat!" Is there any research that may inform the messaging here for the link label? What are we calling the chatbot? Thanks!

stephenjames1 commented 3 years ago

All,

Can we have a meeting to discuss this ASAP? I would be happy to set something up when everyone is available and bring in our OIT PM.

Thanks, Steve James PM/Scrum Master, Contractor (GDIT) OIT/Veteran Experience Services/Contact Center Enterprise Portfolio Management Office (EPMO) @. @*.**@*.***> 410-322-4833 (cell) www.gdit.comhttps://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.gdit.com%2F&data=04%7C01%7C%7C411e779783974b95082708d94555ec3b%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637617058125446553%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0&sdata=ys34G38F8Y7WVGXax6N6gSGYwhkaiMonamogKGaFtZY%3D&reserved=0

From: Beth Potts @.> Sent: Thursday, November 11, 2021 4:16 PM To: department-of-veterans-affairs/va.gov-team @.> Cc: James, Stephen C. (GDIT) @.>; Mention @.> Subject: [EXTERNAL] Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

@Mottiehttps://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2FMottie&data=04%7C01%7C%7Ce4be4fe0c5ff40f0fa8e08d9a5586c51%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637722621469306604%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=316OqK7RF%2FaloSfPVTWzKzW%2F9o7uJA4sVVYEYWl0DAU%3D&reserved=0 I have some questions, so yes, please push to next sprint.

@LucianaAlexanderMoraishttps://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2FLucianaAlexanderMorais&data=04%7C01%7C%7Ce4be4fe0c5ff40f0fa8e08d9a5586c51%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637722621469306604%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=W7jeS8pG44fo1lzMUzW4F%2Be6aXFZE6WuxncSppqx%2FjE%3D&reserved=0 Have you discussed messaging with @DanielleThierryUSDSVAhttps://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2FDanielleThierryUSDSVA&data=04%7C01%7C%7Ce4be4fe0c5ff40f0fa8e08d9a5586c51%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637722621469316557%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=c1koBdXtqmMAxRIWqgrJ8NVk0HSBFo9O1I8tuN8TomQ%3D&reserved=0 yet about how you want to distinguish this service from other ways to contact VA online? It makes sense to place the chatbot link in the Need help? section, where there's already a link to Ask VA with this label: Contact us online through Ask VA. So the label for the chatbot needs to set it apart from this online form submission.

Robin said that this text (below) was provided, but I'm not sure where it came from and it doesn't align with our VA.gov style and voice: "Click Here to Chat!" Is there any research that may inform the messaging here for the link label? What are we calling the chatbot? Thanks!

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Mottie commented 3 years ago

I'm off today, but I would gladly meet about this on Monday.

vhenry07 commented 3 years ago

Happy to hop on a call on Monday

stephenjames1 commented 3 years ago

Thanks All. Who from your team should attend?

Thanks, Steve James PM/Scrum Master, Contractor (GDIT) OIT/Veteran Experience Services/Contact Center Enterprise Portfolio Management Office (EPMO) @. @*.**@*.***> 410-322-4833 (cell) www.gdit.comhttps://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.gdit.com%2F&data=04%7C01%7C%7C411e779783974b95082708d94555ec3b%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637617058125446553%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0&sdata=ys34G38F8Y7WVGXax6N6gSGYwhkaiMonamogKGaFtZY%3D&reserved=0

From: Veronica Henry @.> Sent: Friday, November 12, 2021 9:47 AM To: department-of-veterans-affairs/va.gov-team @.> Cc: James, Stephen C. (GDIT) @.>; Mention @.> Subject: [EXTERNAL] Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

Happy to hop on a call on Monday

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vhenry07 commented 3 years ago

Robin Garrison, Kevin Stachura, and myself from Claims & Appeals.

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Veronica Henry

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From: stephenjames1 @.> Sent: Friday, November 12, 2021 9:55 AM To: department-of-veterans-affairs/va.gov-team @.> Cc: Ronnie Henry @.>; Mention @.> Subject: Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

Thanks All. Who from your team should attend?

Thanks, Steve James PM/Scrum Master, Contractor (GDIT) OIT/Veteran Experience Services/Contact Center Enterprise Portfolio Management Office (EPMO) @. @*.**@*.***> 410-322-4833 (cell) www.gdit.comhttps://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.gdit.com%2F&data=04%7C01%7C%7C411e779783974b95082708d94555ec3b%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637617058125446553%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0&sdata=ys34G38F8Y7WVGXax6N6gSGYwhkaiMonamogKGaFtZY%3D&reserved=0

From: Veronica Henry @.> Sent: Friday, November 12, 2021 9:47 AM To: department-of-veterans-affairs/va.gov-team @.> Cc: James, Stephen C. (GDIT) @.>; Mention @.> Subject: [EXTERNAL] Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

Happy to hop on a call on Monday

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stephenjames1 commented 2 years ago

I've set up 2 meetings, one for Monday and one for today, with no acceptance or attendance by the Claims and Appeals Team. Ronnie, can you set up the next attempted meeting and we will be sure to attend?

Thanks, Steve James PM/Scrum Master, Contractor (GDIT) OIT/Veteran Experience Services/Contact Center Enterprise Portfolio Management Office (EPMO) @. @*.**@*.***> 410-322-4833 (cell) www.gdit.comhttps://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.gdit.com%2F&data=04%7C01%7C%7C411e779783974b95082708d94555ec3b%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637617058125446553%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0&sdata=ys34G38F8Y7WVGXax6N6gSGYwhkaiMonamogKGaFtZY%3D&reserved=0

From: James, Stephen C. (GDIT) Sent: Friday, November 12, 2021 9:56 AM To: department-of-veterans-affairs/va.gov-team @.>; department-of-veterans-affairs/va.gov-team @.> Cc: Mention @.***> Subject: RE: [EXTERNAL] Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

Thanks All. Who from your team should attend?

Thanks, Steve James PM/Scrum Master, Contractor (GDIT) OIT/Veteran Experience Services/Contact Center Enterprise Portfolio Management Office (EPMO) @.**@.> @.**@.> 410-322-4833 (cell) www.gdit.comhttps://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.gdit.com%2F&data=04%7C01%7C%7C411e779783974b95082708d94555ec3b%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637617058125446553%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0&sdata=ys34G38F8Y7WVGXax6N6gSGYwhkaiMonamogKGaFtZY%3D&reserved=0

From: Veronica Henry @.**@.>> Sent: Friday, November 12, 2021 9:47 AM To: department-of-veterans-affairs/va.gov-team @.**@.>> Cc: James, Stephen C. (GDIT) @.**@.>>; Mention @.**@.>> Subject: [EXTERNAL] Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

Happy to hop on a call on Monday

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vhenry07 commented 2 years ago

Hi Stephen,

Never received any meeting invites.. I wonder what happened.

[cid:9c06bce9-0dee-40c7-9ce1-4790b0ffda6b]

Veronica Henry

Senior Product Manager

Email @.***

Governmenthttp://governmentcio/CIOhttp://governmentcio/

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Confidentiality Note: This email may contain confidential and/or private information. If you receive this email in error, please delete and notify sender.

From: stephenjames1 @.> Sent: Tuesday, November 16, 2021 3:05 PM To: department-of-veterans-affairs/va.gov-team @.> Cc: Ronnie Henry @.>; Mention @.> Subject: Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

I've set up 2 meetings, one for Monday and one for today, with no acceptance or attendance by the Claims and Appeals Team. Ronnie, can you set up the next attempted meeting and we will be sure to attend?

Thanks, Steve James PM/Scrum Master, Contractor (GDIT) OIT/Veteran Experience Services/Contact Center Enterprise Portfolio Management Office (EPMO) @. @*.**@*.***> 410-322-4833 (cell) www.gdit.comhttps://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.gdit.com%2F&data=04%7C01%7C%7C411e779783974b95082708d94555ec3b%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637617058125446553%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0&sdata=ys34G38F8Y7WVGXax6N6gSGYwhkaiMonamogKGaFtZY%3D&reserved=0

From: James, Stephen C. (GDIT) Sent: Friday, November 12, 2021 9:56 AM To: department-of-veterans-affairs/va.gov-team @.>; department-of-veterans-affairs/va.gov-team @.> Cc: Mention @.***> Subject: RE: [EXTERNAL] Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

Thanks All. Who from your team should attend?

Thanks, Steve James PM/Scrum Master, Contractor (GDIT) OIT/Veteran Experience Services/Contact Center Enterprise Portfolio Management Office (EPMO) @.**@.> @.**@.> 410-322-4833 (cell) www.gdit.comhttps://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.gdit.com%2F&data=04%7C01%7C%7C411e779783974b95082708d94555ec3b%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C637617058125446553%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0&sdata=ys34G38F8Y7WVGXax6N6gSGYwhkaiMonamogKGaFtZY%3D&reserved=0

From: Veronica Henry @.**@.>> Sent: Friday, November 12, 2021 9:47 AM To: department-of-veterans-affairs/va.gov-team @.**@.>> Cc: James, Stephen C. (GDIT) @.**@.>>; Mention @.**@.>> Subject: [EXTERNAL] Re: [department-of-veterans-affairs/va.gov-team] OmniChannel link content suggestions from Claims & Appeals (Issue #31707)

Happy to hop on a call on Monday

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Mottie commented 2 years ago

Hi @stephenjames1, this is what I wanted to demo for you today, but my computer was super-laggy and I didn't get it working in time.

I don't think the link stands out very well, but @kevinstachura told me that we may be moving that side bar under the content in our next iteration of the claim status tool...

Link on page

![Screen Shot 2021-11-18 at 1 27 14 PM](https://user-images.githubusercontent.com/136959/142485280-88da1cfd-7dfd-4ca1-8859-d455a1af873b.png)

We don't need to assign the popup window a title since it will get overridden by the document title of the destination page, but the hamburger menu is very subtle in its current state. And the link text has not been finalized. And yes, I was signed in to ID.me locally, so I don't know if that has any part as to why I'm not logged in within the popup?

Link in action

![omni-channel-popup](https://user-images.githubusercontent.com/136959/142485184-cd285268-2cec-4fc9-9f2b-bedbee9b7dcc.gif)

bethpottsVADEPO commented 2 years ago

@Mottie Could we try this for the link label?:

Open a live chat

Mottie commented 2 years ago

Sounds good, thanks Beth!

department-of-veterans-affairs / va.gov-team