Widget Help

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.

   Field	Description
   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.

   • 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.

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.
   

   For information about the fields, see Chat Widget Fields section in Admin Guides 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.

   For information about the fields, see the KB Widget Fields section.

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

   For information about the fields, see the Ticketing Widget Fields section.

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. 

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 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 the web widget launcher on your website.

To create a rule:

1. Click Add.
   The Edit Rule window appears.

2. Specify values in the following fields.
   

   Field	Description
   Name	Intent of the rule (for example, Invite to buy or Invite to get support). This value is not displayed to your customers.
   Invitation
   Field	Description
   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
   Field	Description
   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.

   • 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  next to the condition that you want to delete.

3. Click Save.
   The rule is created.

   You can delete a rule by hovering over the rule and then using the close icon .

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:

1. In the Web Widget window, hover over the widget whose code you want to copy into your website.
   The Snippet Code option appears on the widget.
2. Click the Snippet Code option.
   The Code Script window appears. This window displays the code associated with the widget.

3. Click Copy.
   The code is copied. You can now paste the code into the HTML source code of your website.

   Any further changes to the widget (in the Web Widget window) are automatically applied to your website.

To copy a web widget:

1. In the Web Widget window, hover over the widget that you want to copy.
   The Copy icon  appears on the widget.
2. Click the Copy icon .
   The Copy Web Widget window appears.
3. In the Name field, 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.

To delete a web widget:

1. In the Web Widget window, hover over the widget that you want to delete.
   The Delete icon  appears on the widget.
2. Click the Delete icon .
   The Confirm window appears.
3. Click Yes.
   The web widget is deleted.

The following table describes the fields that appear on the Knowledge Base tab in the Web Widget Detail window.

The following table describes the fields that appear on the Ticketing tab in the Web Widget Detail window.