| Note |
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| Before you 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. |
| Tip |
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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
 ). - 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.
| Info |
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| For information about the fields, see Chat Widget Fields section in in the Product Documentation. |
| Tip |
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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.
| Tip |
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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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