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titleIntroduction

A Web Widget is an independent application that you can embed into your website to provide your customers (including visitors) with a single support system by enabling them to chat with an agent, access your Knowledge Base (KB) articles, or submit a ticket. A Web Widget can be configured to include any or all of the following functions: Chat, KB, Ticketing

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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titleConfiguring a Web Widget


Note
iconfalse
titleBefore 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.

To configure a Web Widget:

  1. In the Web Widget window, click Add a New Web Widget.
    The Web Widget Detail window appears.

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

    Color that you want
    FieldDescription
    NameName for you A name to identify the widget on the LiveVox Portal.
    DescriptionDescription for The description of the widget.
    HeaderTitle that you want The title of the widget to be displayed on your website for the widget.
    StyleStyle for The style of the widget that you want to be displayed on your website (that is, badge, bar, or button) to be displayed on your website.Color
    BadgeThe icon for the badge style of the widget to be displayed on your website. This field appears when the value in the Style field is Badge.
    ColorThe color for the widget to be displayed on your website.


    Tip
    iconfalse
    • 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 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.


  3. 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
    iconfalse
    • For information about the fields, see Chat Widget Fields in the Product Documentation.
    • 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.


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

    Info
    iconfalse
    • For information about the fields, see KB Widget Fields in the Product Documentation.


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

    Info
    iconfalse

    For information about the fields, see Ticketing Widget Fields in the Product Documentation.


  6. 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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