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A Web Widget |
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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 |
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Web Widget can be configured to include any or all of the following functions: Chat, KB, Ticketing |
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Web Widget with the chat function (that is, a chat |
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Web Widget) can be configured to be proactive. A proactive chat |
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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:
Mobile
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To configure a web widgetWeb 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 using 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 using clicking the web widget Web Widget launcher on your website. |
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To create a rule:
To create a rule:
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To be able to use a web widget 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: InWeb Widget, in the Web Widget window, hover over the widget that you want to copy .The Copy icon appears on the widget. The Copy Web Widget window appears. , enter a name for the widget,and then click Copy.A copy of the web widget is created, and it appears in the Web Widget window.
the Copy icon . |
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To delete a web widget:
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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 | Enable Chat |
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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. |
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
icon | false |
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in
Eastern Time, regardless of your time zone.Enter the greeting that you want to be displayed on the chat widget outside your business hours.
Select this checkbox if you want to enable agents and customers to send files to each other.
icon | false |
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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.
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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:
Department: Displays values that appear in the Chat Routing Token field of your services.
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When a customer selects a department on the chat widget, the chat is routed to the service associated with that department. |
Service: Displays the services associated with the departments.
icon | false |
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the
Interactions tab of the contact record associated with the customer in Contact Manager.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:
Account
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The Department and Name fields require a value. |
- Select: Indicates that the corresponding field is a drop-down list box.
- Text: Indicates that the corresponding field is a text box.
Web
Chat section.title | KB Widget Fields |
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Widget
Detailwindow
.Select this checkbox if you want to enable KB on the widget.
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Select the KB portal that you want to make available for customers on the widget.
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Only published KB portals appear in the drop-down list. |
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.
Select this checkbox if you want to enable ticketing on the widget.
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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. |
Select the ticket form that you want to make available for customers when they submit a ticket.
icon | false |
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, hover over the widget that you want to delete.