Add and Configure
Easily set up and customize your website's live chat channel, including greetings, agent assignments, and business hours, with step-by-step instructions.
Last updated
Easily set up and customize your website's live chat channel, including greetings, agent assignments, and business hours, with step-by-step instructions.
Last updated
Step 1. Go to the Inboxes page. Go to Settings → Inboxes → "Add Inbox" button.
Step 2. Click on the "Website" icon.
Step 3. Enter your website name, URL, and other details as described below.
Once all details are entered, click on the “Create Inbox” Button.
Step 4. "Add agents" to your website inbox.
The conversations will be routed to agents only if they are associated with the inbox. Even if you are an Administrator, you need to add yourself as an agent to the Inbox to see the Inbox on your screen.
Select the Agents from the drop-down and click on Add agents. If agents have not been added, follow the steps to add agents.
Step 5. Hooray! You have successfully created a website inbox. Now, add the widget to your website.
Copy and paste the code snippet shown on the page to your website and start supporting your customers. You can click the Copy button to copy and then paste in the root file of your website.
If you click on the More settings Button, you will be taken to the Additional Settings for Inbox. If you click on the Take me there button, you will be taken to the newly created Inbox directly.
On your Inboxes screen, click on the gear icon to reach the Settings page. You will see the following screen:
Scroll down to see more settings, where you can set up the various notifications you would like to receive when your website inbox starts functioning.
Here are a couple of examples for your understanding:
Enable email collect box is enabled by default. This means an automatic message to collect the e-mail id will be displayed once the customer starts a conversation. The customer/end user will receive a prompt to enter an e-mail id.
Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section.
Click on the Update button to save the changes you have made.
Click on the Collaborators tab.
Here, you can add Agents/ Teams to the Inbox or delete Agents/ Teams who have been already added to the Inbox:
When you add an agent in the Agent field, any user designated as an agent can see and access this inbox from the Conversation module. They can manage conversations in this inbox.
However, when you add a team in the Team field, users attempting to assign conversations to a specific team from the Conversation module will only see the teams that have been added to the related inbox. This restricts conversation assignment options to the teams associated with the particular inbox, ensuring that conversations are appropriately distributed among the specified teams.
You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox.
Click on Update it to save the changes.
Click on the Pre Chat Form tab.
With this, you can collect information about your customers as soon as they enter your live chat window/website widget. You can use this to collect customer info such as name and e-mail address before beginning the chat.
Click on the Update button. Pre Chat Form is enabled now.
Click on the “Configuration” tab. You can find the code snippet to be copied to the website here.
You can click on the Copy button to copy the code and paste it into the root file of your website.
You can customize your web widget with simple settings given on this page. You will be able to see your changes live.
| Field Name | Value | Remarks |
|---|---|---|
| Field Name | Value | Remarks |
|---|---|---|
Website Name
Enter Name of your Website
eg: Example Inc.
Website Domain
Enter the link to your Website
eg: www.example.com
Widget Color
Select the color by clicking the pallet
Welcome Heading
Give a Greeting with which you would like to address the customer
eg: Welcome !
Welcome Tagline
Give a Tagline representing your company
eg: Welcome to Example ! We are at your service 24x7
Enable Channel Greeting
Select Enabled or Disabled
Enable to Send Greeting message when customer starts conversation
Channel Greeting Message
Give a greeting with which you would like to start the conversation
eg: Hi. How can we help you?
Enable pre chat form
Select Yes or No
Yes if you want to use the prechat form. No if you do not want to
Pre Chat Message
Give a message to start a conversation with the customer
Hi, We need some information to serve you better
Visitors should provide their name and email address before starting the chat
Tick on the check box if you need the name and email address mandatorily
This will help us maintain our contact list better
Pre chat form fields
Each Custom Attribute you will create on your account will reflect as a new field on Pre chat form fields
This will give you more flexibility to collect the information you need from visitors
