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A web widget with the chat function (that is, a chat web widget) can be configured to be proactive. A proactive chat web widget contacts the visitors browsing your website through a live chat when certain predefined conditions are met, and it displays a greeting that can be customized based on the context.
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For more information, see the Proactive Web Chat section. |
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A customer must use the following browsers to access the web widget:
Desktop - Google Chrome (latest version)
- Firefox (latest version)
- Microsoft Edge
- Safari (latest version)
Mobile - Google Chrome (latest version)
- Firefox (latest version)
- Safari (latest version)
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| title | Configuring a Web Widget |
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| expand | Before | You Beginyou begin: - To configure a chat web 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. 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). - Ensure that the chat channel is enabled for the agents who are assigned to the chat services.
- 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.
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To configure a web widget: - In the Web Widget window, click Add a New Web Widget.
The Web Widget Detail window appears. On the General tab, specify values in the following fields. | Field | Description |
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| 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. |
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| - 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
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| note- 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.
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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.
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| For information about the fields, see the Chat Widget Fields section. |
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| - 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.
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If you want to configure the KB function for the widget, click the Knowledge Base tab, and then specify values in the fields. | Info |
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| For information about the fields, see the KB Widget Fields section. |
If you want to configure the ticketing function for the widget, click the Ticketing tab, and then specify values in the fields. | Info |
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| For information about the fields, see the Ticketing Widget Fields section. |
- Click Save.
The web widget is created, 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.
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| - You can view the web widget by double-clicking it in the Web Widget window.
- You can modify the web widget by double-clicking it in the Web Widget window. Your name, along with the date (if applicable) and time when the widget was last modified, appears in the Web Widget Detail window.
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| Before creating a rule, ensure that your contact center hours are open and that your agents are available to handle additional chat messages. |
To create a rule: - Click Add.
The Edit Rule window appears. Specify values in the following fields.
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| Name | Intent of the rule (for example, Invite to buy or Invite to get support). This value is not displayed to your customers. | | Invitation |
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| Title | Title of the chat invitation message that you want to be displayed in the pop-up window (for example, Let us help you). This field is optional. | | Image URL | Link to the image that you want to be displayed within the pop-up window. This field is optional. | | Department | Service to which you want the chat initiated by the rule to be routed when the chat invitation is accepted by a customer. This field displays values that appear in the Chat Routing Token field of your services. | | Prompt | Chat invitation message that you want to be displayed in the pop-up window (for example, Do you need assistance with any of our products?). | | Condition |
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| Variable | Parameter based on which you want the rule to be initiated. The following options are available: - Current URL: Address of the current webpage as it appears in the address bar of the customer.
- Time On Site: Time (in seconds) spent by the customer on your website (any page), since the last page load.
- Time On Current Page: Time (in seconds) spent by the customer on the current page on your website, since the last page load.
- Referral URL: Address of the webpage from where the customer was directed to your website.
| Operation | Operator that you want to be applied to the variable. | Value | Value that you want to be applied to the variable. | | Match all conditions | Evaluation strategy indicating that the rule is initiated if each condition is met. | | Match any conditions | Evaluation strategy indicating that the rule is initiated if any of the conditions are met. |
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| - You can add multiple conditions for a rule by using the Add button of the Condition section. You can also add multiple rules for a web widget by using the Add button of the Rules section.
- You can delete a condition by using the close icon
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Click Save.
The rule is created. | Tip |
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| You can delete a rule by hovering over the rule and then using the close icon  . |
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The following table describes the fields and sections that appear on the Chat tab in the Web Widget Detail window.
| Field/Section | Description |
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| Enable Chat | Select this checkbox if you want to enable the chat channel on the widget. | Tip |
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| You can preview the chat channel on the widget by selecting this checkbox. The preview appears in the Preview section of the window. |
| | Business Hours | Select the checkbox next to the day when you want the chat channel to be enabled on the widget. In the following fields, select the period, in hours and minutes, during which you want the chat channel to be enabled: - Start Hour
- Start Minutes
- End Hour
- End Minutes
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| The values in the time fields are represented in Eastern Time, regardless of your time zone. |
| | Online Header | Enter the title that you want to be displayed on the chat widget during your business hours (that is, the day and period for which the chat channel is enabled). | | Online Greeting | Enter the greeting that you want to be displayed on the chat widget during your business hours. | | Offline Header | Enter the title that you want to be displayed on the chat widget outside your business hours. | | Offline Greeting | Enter the greeting that you want to be displayed on the chat widget outside your business hours. | | Enable Filesharing | Select this checkbox if you want to enable agents and customers to send files to each other.
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| - The maximum individual file size that can be shared is 5 MB.
- The types of files that can be shared are GIF, JPEG/JPG, PDF, and PNG.
- You can view or download the shared files through the Interactions tab of the contact record associated with the customer in Contact Manager.
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| | Enable Web Calling | Select this checkbox if you want to enable digital agents to transition their conversations with customers from a web chat to a web call. If you select the checkbox, the Enable Webcall icon appears in the chat window of digital agents to enable them to call the customers with whom they are chatting. | Info |
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| - The customer does not need to download or install any software or plug-in for web calling.
- The web call is recorded in the Call Detail Report and the Call Recording Report, and it is also available for listening on the Interactions tab of the associated contact record.
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| | Enable Co-browsing | Select this checkbox if you want to enable digital agents to visually guide the customer to a solution through collaborative browsing (co-browsing). Co-browsing involves simultaneously browsing the web page that the customer is viewing (that is, the page on which the customer is using the web widget), in real time. If you select the checkbox, the Init co-browsing icon appears in the chat window of digital agents to enable them to initiate co-browsing with the customers with whom they are chatting. An agent can initiate co-browsing only if they are on a web call. | Info |
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| - The customer does not need to download or install any software or plug-in for co-browsing.
- The co-browse feature is also available to an agent using the Agent Desktop Native (AND) application for web chat.
- If the Screen Recording feature has been enabled for the service in to which the agent is logged, the co-browsed window is recorded in the Screen Recording Report.
- The Interactions tab of the associated contact record indicates that co-browsing occurred.
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| | Form Fields | If you want customers to mention their name, email address, phone number, account number, or interested department before they chat with an agent, you can provide a form on the chat widget. This section displays a table with the fields that are available for the form. The table displays the following columns: - Visible: Displays a checkbox for each field. If you want a field to appear on the form, select the checkbox next to the field.
- Name: Displays the following values, which represent the fields for the form:
- Departments
- Name
- Email
- Phone
Account
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| The Department and Name fields require a value. |
- Type: Displays the following values, which represent the types of the corresponding fields:
- Select: Indicates that the corresponding field is a drop-down list box.
- Text: Indicates that the corresponding field is a text box.
| | Departments | This section displays a table with the values for the Department field. Departments are used to maintain routing. For example, when a customer initiates a chat, they can select a department that is related to their queries or issues so that the chat is routed to the agents who are signed in to the service that is associated with the department. | Note |
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| Configure this section only if you have selected the checkbox next to the Departments value (in the Visible column of the Form Fields section). |
The table displays the following columns: | | Rules |
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| For information about this section, see the Proactive Web Chat section. |
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The following table describes the fields that appear on the Knowledge Base tab in the Web Widget Detail window.
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| Enable Knowledge Base | Select this checkbox if you want to enable KB on the widget.
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| - If KB is enabled on the widget, before deciding to chat with an agent, your customers can attempt to find the information they need by using relevant, downloadable KB articles, which appear as they type their message in the text box on the web widget.
- You can preview the KB on the widget by selecting this checkbox. The preview appears in the Knowledge base subsection in the Preview section of the window.
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| | Knowledge Base | Select the KB portal that you want to make available for customers on the widget. | Info |
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| Only published KB portals appear in the drop-down list. |
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| title | Ticketing Widget Fields |
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The following table describes the fields that appear on the Ticketing tab in the Web Widget Detail window. | Field | Description |
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| Enable Ticketing | Select this checkbox if you want to enable ticketing on the widget. | Tip |
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| You can preview ticketing on the widget by selecting this checkbox. The preview appears in the Submit a ticket subsection in the Preview section of the window. |
| | Ticketing | Select the ticket form that you want to make available for customers when they submit a ticket. | Info |
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| Only published ticket forms appear in the drop-down list. |
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