Chat Widget Fields

Select the Enable Chat checkbox to enable the chat channel on the web widget for your customers.

You can preview the chat web widget by selecting this checkbox. The preview appears in the Preview section of the Web Widget Detail window.

Select the checkbox next to the days that you want the chat channel to be enabled on the widget.

In the following fields, select the period during which you want the chat channel to be enabled: Start Hour, Start Minutes, End Hour, End Minutes

Enter the title that you want to be displayed on the chat widget during business hours (that is, the days and the period for which you enabled the chat channel).

Enter the greeting that you want to be displayed on the chat widget outside business hours.

Select the Enable Filesharing checkbox to enable agents and customers to send files to each other.

The Enable Filesharing option allows you to enable or disable your customers' ability to share attachments. This setting does not affect your agents' ability to share attachments. Agents can share attachments regardless of this setting.

Select the Enable Web Calling checkbox to enable digital agents to transition their conversations with customers from a web chat to a web call. If you select the checkbox, the Enable Webcall icon appears in the chat window of digital agents (on the Agent Desktop) to enable these agents to call the customers with whom they are chatting.

• The customer does not need to download or install any software or plug-in for web calling.
• The web calling feature is also available to a digital agent using the Agent Desktop Native (ADN) application for web chat.
• The web call is recorded in the Call Detail Report and the Call Recording Report, and it is also available for listening on the Interactions tab of the associated contact record.
• For information about how an agent can use this feature, see Web Calling and Co-Browsing.

Select the Enable Co-browsing checkbox to enable digital agents to visually guide the customer to a solution through collaborative browsing (co-browsing). Co-browsing involves simultaneously browsing the web page that the customer is viewing (that is, the page on which the customer is using web chat), in real time. 

If you select the checkbox, the Init co-browsing icon appears in the chat window of digital agents (on the Agent Desktop) to enable them to initiate co-browsing with the customers with whom they are chatting. 

• An agent can initiate co-browsing only if they are on a web call. 
• The customer does not need to download or install any software or plug-in for co-browsing.
• The co-browsing feature is also available to a digital agent using ADN for web chat.
• If the Screen Recording feature is enabled for the service in which the agent is logged, the co-browsed window is recorded in the Screen Recording Report.
• For information about how an agent can use this feature, see Web Calling and Co-Browsing.

Select the Enable Post Login Chat checkbox to pass the customer information (such as their name, account ID, email address, and phone number) to a web chat when a customer logs in to your website. In addition to adding security, this checkbox saves the customer's time by eliminating the need for the customer to provide their information twice—once to log in to your website, and again when starting a web chat.

The Form Fields section contains the fields that you can add to the form that appears to customers when they initiate a web chat.

The table in the Form Fields section displays the following columns:

• Name: Contains the names of the fields that you can add to the form.
• Visible: Indicates if the fields appear on the form. Department and Name are the default fields that appear on a form. If you want additional fields, such as Email, Phone, and Account, to appear on the form, in the Visible column, select the corresponding checkboxes.
• Required: Indicates if the fields are mandatory on the pre-chat form. To make additional fields on the pre-chat form mandatory, select the corresponding checkboxes in the Required column.
• Type: Indicates the types of the fields.
  • Select: Indicates that the field is a drop-down list box.
  • Text: Indicates that the field is a text box.

Departments are used to maintain routing. For example, when a customer initiates a web chat, the customer can select a department that is related to a query or issue so that the chat is routed to the agents who have logged in to the service associated with the department. A department is represented by the value in the Chat Routing Token field of a service.

The Departments section contains the departments that you can add as options to the Department drop-down list box on the form. 

The table in this section displays the following columns:

• Visible: Indicates if the departments appear as options in the Department drop-down list box on the form. If you want a department to appear as an option in the Department drop-down list box on the form, select the Visible checkbox next to that department.
• Department: Contains the values that appear in the Chat Routing Token fields of your services. These values are the names of the departments that the customer sees on the form.

• Service: Contains the services associated with the departments.

  When a customer selects a department on the chat widget, the chat is routed to the service associated with that department.

For information about this section, see Making a Web Chat Proactive.