.Managing a Web Widget vU15

Before You Begin

To Configure a Chat Widget

• Ensure that the Inbound Chat message field of the services to which you want to route a chat (that is, chat services) contains a message template.

  The Inbound Chat message field appears on the Settings tab of the Services window. This window appears when you click Services > Services on the Configure tab.

• Ensure that the Chat Routing Token field of the chat services contains a value that indicates a routing token/department to which you want to route a chat (for example, Banking, Billing, Collections, or Support).

  The Chat Routing Token field appears on the Settings tab of the Services window.

• Ensure that the chat channel is enabled for the agents who are assigned to the chat services.

  The option to enable the chat channel for an agent appears in the Agent Details window of the agent.
  
  The Agent Details window appears when you click Agents > Agents on the Configure tab and then double-click the row (in the Agents window) displaying the name of the agent.

To Configure a KB Widget

Ensure that the KB portals that you want to make available for your customers are published and that the articles on the portals are public.

To Configure a Ticketing Widget

Ensure that the ticket forms that you want to make available for your customers are published.

Procedure

To configure a web widget:

1. On the Configure tab, click Web Widget > Widget. 
   The Web Widget window appears.
   
   
2. Click Add a New Web Widget.
   The Web Widget Detail window appears.

3. On the General tab, specify values in the following fields.
   

   Field Descriptions

   Field	Description
   Name	Name for you to identify the widget.
   Description	Description for the widget.
   Header	Title that you want to be displayed on your website for the widget.
   Style	Style for the widget that you want to be displayed on your website (that is, badge, bar, or button).
   Color	Color that you want to be displayed on your website for the widget.

   • A dynamic preview of the widget appears in the Preview section of the window.
   • You can preview the style of the widget (that is, badge, bar, or button) by minimizing the current preview in the Preview section (that is, by clicking the Minimize icon ).

   If you want to only create a web widget (that is, if you want to configure the web widget later), click Save. If you want to also configure the web widget, as required, perform all or any of the following steps.

4. If you want to configure the chat function for the widget (including configuring a proactive chat web widget), click the Chat tab, and then specify values in the fields/sections.
   

   • For more information about the fields, see Chat Web Widget Field Descriptions.
   • For information about how to configure a proactive chat web widget, see Proactive Chat Web Widget.
   • You can preview an active chat web widget (that is, the chat web widget during the specified business hours) by selecting the Online checkbox in the Preview section.
   • You can preview an inactive chat web widget (that is, the chat web widget outside the specified business hours) by clearing the Online checkbox in the Preview section.

5. If you want to configure the KB function for the widget, click the Knowledge Base tab, and then specify values in the fields.

   For information about the fields, see KB and Ticketing Web Widget Field Descriptions.

6. If you want to configure the ticketing function for the widget, click the Ticketing tab, and then specify values in the fields.

   For more information about the fields, see KB and Ticketing Web Widget Field Descriptions.

7. Click Save.
   The web widget is configured, and it appears in the Web Widget window. The widget displays three icons that represent chat, KB, and ticketing; a selected icon indicates that the corresponding function is enabled for the widget.