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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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To configure a Web Widget:
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The Rules section on the Chat tab of the Web Widget Detail window enables you to proactively initiate a chat when a customer visits your website by displaying a chat invitation message that is triggered by one or more rules, each of which contains one or more conditions. A condition is composed of a variable, an operator, and a value. You can define the rules based on customer behavior. For example, you can initiate a chat if a customer has remained idle for over 20 seconds on a specific page or if they cancel a payment. The chat invitation message appears in a pop-up window to your customers on your website. They can accept or decline the chat invitation by clicking the Chat Now or Maybe Later button in the window. When they click the former button, a chat window appears and they are connected with a bot or an agent. When they click the latter button, the chat invitation is closed. They can, however, initiate a chat if needed by clicking the Web Widget launcher on your website. |
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To create a rule:
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To be able to use a Web Widget on your website, you must copy the code associated with the widget into the website. To do so:
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To copy a Web Widget, in the Web Widget window, hover over the widget that you want to copy, and then click the Copy icon . |
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To delete a Web Widget, in the Web Widget window, hover over the widget that you want to delete. |