ICE (Integrated Customer Engagement) — Product Overview
Source: https://help.enterice.com/ice/documentation/ (publicly accessible, noindex/nofollow knowledge base)
Vendor: Etech Global Services
Compiled: June 2026, by crawling the live documentation site
Note on methodology: This site has ~500 individual pages (250 in the User Manual, ~250 across the three API doc sections). Each page repeats a large navigation block, making a literal page-by-page fetch of all 500 pages infeasible in one sitting. Instead, every page title, URL, and hierarchy position below was captured directly from the site's navigation (100% coverage — nothing here is guessed). For body content, I fetched a representative sample across every module/pattern type and verified content is marked as such; the rest is organized from titles using the site's own (highly consistent) naming conventions. If you need the exact body content of any specific page, tell me which one and I'll pull it in full.
1. What ICE Is
ICE is a multi-channel customer engagement platform (live chat, email/ticketing, social/messaging channels, and a chatbot) aimed at enterprises running online customer support and sales. It's a hosted, browser-based solution — no client install required, agents log in from any browser.
Verified key features (from the Key Features page):
- Easy integration — copy a snippet of HTML into your website
- Browser-based agent console, no install
- SSL/256-bit encrypted chat
- Automatic chat distribution to the first available agent
- Customizable chat button/window (branding)
- Conversion tracking + analytics/reporting
- Role-based permissions (Admin / Supervisor / Agent)
- Canned responses (one-click pre-written replies)
- Full chat transcript storage
- Post-chat survey
- Visitor geolocation / IP / browser tracking
- Typing indicator
- Proactive chat — automatically triggers chat invitations based on rule-engine conditions
2. Product Architecture
ICE is organized around three user roles crossing two primary channels, plus supporting systems:
| Role |
Chat |
Email |
| Visitor/Customer |
Visitor Console (embedded widget) |
Email Web Form |
| Agent |
Operator Console |
Operator Console (Email mode) |
| Supervisor |
Supervisor Console (monitor + join) |
Supervisor Console (Email mode) |
| Admin |
ICE Admin (campaigns, skills, settings, reports) |
ICE Admin (mail servers, SLAs, templates) |
Supporting systems:
- Rule Engine — condition-based triggers (page visited, time on site, geo-location, cookies, form fields) that fire proactive chat invitations or routing behavior
- Chat Bot — intent/story-based conversational bot that can sit in front of the Visitor Console and hand off to a human agent
- ICE Chat WordPress Plugin — packaged WP integration
- ICE Mobile Chat Application — mobile agent app
- Omni-channel connectors — Facebook, Twitter/X, WhatsApp, SMS all route into the same Operator/Supervisor consoles as chat-equivalent sessions
3. Authentication & Account Concepts (verified)
- Login requires
OrganisationID + UserName + Password; returns a JWT-style Token used on all subsequent calls (in both the UI's underlying API and the public API products).
- Roles are numeric:
RoleId: 1 = Admin, 2 = Agent, 3 = Supervisor.
- MFA (Multi-Factor Authentication) is available at login (User Manual → ICE → Getting Started → MFA).
- Account lockout exists after multiple invalid login attempts.
- Pre-chat survey can be configured to bypass under certain conditions.
4. Operator Console — Verified Workflow
(Source: ICE Chat → Operator Console → Overview, fetched in full)
After login, an agent lands on the Operator Console, which has:
- User Account menu (top-right): Profile (personal info / settings / change password / clear stuck chats), Chat History, Internal Chat (agent-to-agent), a "Beep" toggle for new-chat sound alerts, Logout (requires disposing any active chat first + selecting a logout reason).
- Chat tab — the live chat queue/workspace.
- Email tab — ticket/email workspace, same console.
- Available/Not Available dropdown — controls whether the agent receives new chats; default status is configurable in Profile.
- My Chats filter — filters the chat grid.
- Help icon, Support icon (raises a ticket in ICE's own helpdesk), and video guide icon.
This single console handles both chat and email — they're tabs in the same UI, not separate logins.
5. Full User Manual Topic Map
This is the complete table of contents as it exists on the live site (every page, fully captured from navigation).
5.1 ICE (Introduction)
- About Us · Contact Us · Key Features (verified above) · System Requirements
- Getting Started → Multi-Factor Authentication (MFA)
- Forgot Password · Account Locked on Multiple Invalid Attempts · Bypassing Pre-Chat Survey
5.2 ICE Chat
Operator Console (verified overview above)
- Overview → Operator User Account → Profile (Personal Info, Settings [Volume, Ring Type, Chat log font size, Security Question, Default Status, Additional Chat Limit], Change Password, Clear Stuck Chat) → Chat History, Internal Chat, Logout, Chat Simulator
- Responding Chats → Agent Response Time Notification, Chat Termination from Visitor, Visual Timer Notification, SMS-to-Chat, Real-Time Language Translation, WhatsApp-to-Chat, Salesforce Integration
- Chat Grid → Filter Chat
- Asynchronous Chat for Operator
- Chat Box → Chat Tool Bar (Attachments, Copy Transcript, Canned Response, Email Transcript, Auto-Close Push-URL Popup, Transfer Chat, Escalate Chat, Dispose Chat, In-Chat Survey, Payment via Chat) → Visitor Information (Pre-Chat Info, Navigation, History, Nanorep [knowledge-base suggestions])
- Visitor Notifications from Agent's Console
Supervisor Console
- Overview → Supervisor User Account (Profile/Settings, Dashboard, Admin shortcut, Take Incoming Chats, Internal Chat, Logout)
- Monitoring Chats · Participating in Chat Sessions (SMS, Facebook, Twitter, real-time language detection, Salesforce, WhatsApp)
- Chat Window → Chat Toolbar (Canned Response, Copy Transcript, Push URL, Dispose Chat, Transcript, Visitor Information)
Visitor Console
- Visitor Console Details, Visitor Embedded Chat, Social Media Login, Bypassing Pre-Chat Survey, Asynchronous Chat, Payment via Chat, Chat Bot Integration, Visitor Chat Notifications, Unread Message Counter, Rule Engine integration, iOS SDK Integration (+ install guide), Reconnect Chat, Queue Routing, FAQs in Visitor Console
5.3 ICE Email
Operator Console
- Overview → Operator User Account (Profile, Settings, Change Password), Ticket History Report, Internal Chat for Email Agent, Logout
- Folder List: Inbox, Spam, Draft, Sent, Archive, Resolved, Contacts
- Email Grid, Email Notification, Editor Window (Attachment, Canned Responses, Escalate, Save as Draft, Nanorep, Push URL, Information Window [Activity, History, Notes, Survey])
Supervisor Console
- Overview → Supervisor User Account, Real-Time Ticket Locking, Folder List (+ Quality Control Outbox), Email Grid, Editor Window, Email Notification
5.4 ICE Admin
ICE Admin Overview → Change Password, Change Security Question, Help, Support, Logout
User Management
- Users (Show Disabled Accounts, Add User [Admin role, Agent/Supervisor role, Overflow Agent, Click-to-Call], Force Logout, Search, Assign Skills, Edit User)
- Import Users
Settings → Common
- IP Whitelist (Add/Edit), Manage Logout Reasons, Campaign (Add/Edit Campaign, Add/Edit Skill + Skill Cloning, Push URL, Assign Users, Visitor's Chat Window GUI [Themes, Customize, Classic/Modern Visitor Window, Social Login toggle, Unread Counter], Multi-Language, Asynchronous Chat, Direct Chat URL, QR-code chat)
- Site Configuration → Skill-wise Time Zone
Settings → Chat
- Common/Customized Button, Customer IP Block, Response Time Notification, Canned Responses (Add/Edit), Visitor Response Time Notification
- Survey — Operator Survey, Pre-Chat Survey, In-Chat Survey, Exit Survey, Offline Survey (each with Add/Edit sub-flows), Phone Number Format/Validation
- Omni Channels — WhatsApp bot config, Facebook (transfer, auto-reply, bot config), Twitter (transfer, bot config), WhatsApp connectivity, SMS connectivity
- Google Analytics, Payment via Chat, Salesforce Integration, FAQs, Teams
Settings → Email
- Email Web Form (Add/Edit/Delete), Email Filtering, Response Templates, Servers (Add/Edit/Delete), Service Level/SLA (Add/Edit/Delete), Quality Control Outbox (+ keywords), Set Email Priority, Email Operator Survey
Reports
- Chat Reports: Canned Answers, Chat Averages, Chat Interval, Chat Transcript, Call Center, Omni-Channel Transcript, Operator Performance, Real Time, Campaign Performance, Pre-Chat/Exit Survey Analysis, Service Level, Rule Engine Stats, Survey, Transfer Chat, Survey Data, Volume Summary, Chat Metadata, Chat Pipeline Summary, FAQ Report, Chat List
- Email Reports: Canned Reports, Email Survey, Operator Achievement, Internal Report by Skill, Tickets Handled by Skill, Tickets History (+ Response Time), Tickets Resolution (+ by SLA), Tickets Service Level, Tickets Volume Summary, Web Form Survey
- Application Reports: Up Time, User Usage, Audit Trail, Operator Login/Logout, User Report
5.5 Rule Engine
- Rule Engine Script Generator (Create/Edit)
- Invitations (Select from Gallery, Display Content in Div, Modern Invitation)
- Config Rule Engine → Set Up New Rule → Rule Groups:
- Current Web Page Location (visits N pages, visits specific URL, abandons a page)
- Past Location-Based Rules
- Geo-Location (IP, country code, state code, city, IP range)
- Time-Based Rules
- Cookie-Based Rules (present by name, by text value, by number value)
- Form-Field Based Rules (text box, radio button, checkbox, dropdown by index, dropdown by value)
- Rule Engine FAQs
This is the engine behind "Proactive Chat" — admins compose if/then conditions from these rule groups that trigger an invitation or routing action in the Visitor Console.
5.6 Chat Bot
- Create/View Agent → Add Agent
- Bot Agent Configuration → Intent (+ Close-Ended Questions), Webhook, Story Write (+ Automatic Story Writing for non-sequential bots), Fallback Expressions, Training
- Reports → Chat Bot Transcript, Bot Analytics Report
- Set Time for Bot, Chatbot Form
This is an intent/story-driven bot builder (not pure LLM-based — config is built around explicit intents, conversational "stories," fallback expressions, and a training step), with a webhook hook-out for custom logic.
5.7 ICE Chat WordPress Plugin
Single page — packaged plugin for embedding ICE Chat in WordPress sites.
5.8 ICE Mobile Chat Application
Single page — mobile app for agents.
6. How This Maps to the API Documentation
Everything above is the UI a human uses. The three API products (covered in 02-ICE-API-Reference.md) are the programmatic equivalent — e.g. the Admin → Settings → Common → Campaign UI screens correspond almost 1:1 to the Chat API's Campaign API and Skill API endpoints; the Admin → Settings → Chat → Canned Responses screens correspond to the CannedResponses API; the Reports screens correspond to the Chat/Email Data API.
This is a useful mental model for integration work: if a UI screen exists for it, there's very likely a matching API module with Create/Get/Update/Delete/Enable-Disable verbs.