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Chat Web Widget Fields

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

Field/SectionDescription
Enable Chat

Select this checkbox if you want to enable the chat channel on the widget.

You can preview the chat channel on the widget by selecting this checkbox. The preview appears in the Preview section of the window.

Business Hours

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

The values in the time fields are represented in Eastern Time, regardless of your time zone.

Online HeaderEnter the title that you want to be displayed on the chat widget during your business hours (that is, the day and period for which the chat channel is enabled).
Online GreetingEnter the greeting that you want to be displayed on the chat widget during your business hours.
Offline HeaderEnter the title that you want to be displayed on the chat widget outside your business hours.
Offline Greeting

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

Enable Filesharing

Select this checkbox if you want to enable agents and customers to send files to each other.

  • The maximum individual file size that can be shared is 5 MB.
  • The types of files that can be shared are GIF, JPEG/JPG, PDF, and PNG.

You can view or download the shared files through the Interactions tab of the contact record associated with the customer in Contact Manager. For more information, see Contact Field Descriptions vU15.

Form Fields

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:

  • Visible: Displays a checkbox for each field. If you want a field to appear on the form, select the checkbox next to the field.
  • Name: Displays the following values, which represent the fields for the form:
    • Departments
    • Name
    • Email
    • Phone

    • Account

      You must select the Departments and Name checkboxes.


  • Type: Displays the following values, which represent the types of the corresponding fields:
    • Select: Indicates that the corresponding field is a drop-down list box.
    • Text: Indicates that the corresponding field is a text box.
Departments

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. 

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:

  • Visible: Displays a checkbox for each value. If you want a value to appear in the Department drop-down list, select the checkbox next to the value.

  • Department: Displays values that appear in the Chat Routing Token field of your services.

    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.

Web Widget Detail Window

Rules

For information about this section, see Proactive Chat Web Widget.

Chat Web Widget Rule Fields

The following table describes the fields that appear in the Edit Rule window.

FieldDescription
NameIntent of the rule (for example, Invitation to buy or Invitation for support). This value is not displayed to your customers.
Invitation
FieldDescription
TitleTitle 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 URLLink to the image that you want to be displayed within the pop-up window.
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
FieldDescription
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

The operator that you want to be applied to the variable.

Value

The value that you want to be applied to the variable.
Match all conditionsEvaluation 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.

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