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Setup Web Chat and Customize your inbox (channels)

Article ID: 119
Last updated: 08 Dec, 2021

Inbox for a Website

Here is an example of how to add an Inbox for a Website. Click on Website Button.

Field Name Value Remarks
Website Name Enter Name of your Website eg: Hopkins Inc.
Website Domain Enter the link to your Website eg: www.hopkins.com
Widget Colour Select the colour 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 Hopkins ! 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?

Once all details are entered, click on Create Inbox Button.

The Next session will open up to Assign Agents to the Inbox. Only if an Agent is associated with the Inbox, the conversations will be directed to the agent. Even if you are an Administrator, you need to add your name as agent to the Inbox to see the Inbox on your screen. Select the Agents from the drop-down(if agents have not been added go to Add Agent) and click on Add agents.

The below screen will open. This screen has the code snippet which can be directly used to install the widget. You can click on Copy button to copy and then paste in the root code of your website.

If you click on 'More settings' Button, you will be taken to Additional Settings for Inbox. If you click on 'Take me there' button you will be taken to the newly created Inbox directly.

Now if you click on Inboxes link on the home screen, you can see that the new Inbox has been created for use.

Additional Inbox Settings

Click on Settings. Below Session will open.

Do a scroll down to reach the below screen where you can set up the various notifications you would like to recieve when your inbox starts functioning.

Here, 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. Customer/End user will recieve a prompt to enter e-mail id.

Also, there is an option to Enable CSAT. Once you enable this Customer Satisfaction survey will be launched on Resolving each ticket. The CSAT results can be viewed later in Reports section. Click on 'Update' button to save the changes you have made.

Collaborators

Click on Collaborators. You can add Agents to the Inbox or delete Agents who have been already added in the Inbox in this section.

Click on Update to save the changes.

Pre Chat Form

In the Inbox Settings, click on the tab Pre Chat Form. This is an option to display message to the Customer when the customer clicks on the widget. We can use this to collect name and e-mail address before beginning the chat.

Field Name Value Remarks
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 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

Click on update. Pre Chat Form is enabled now.

Business Hours

Click on Business Hours Tab. In this section, you can set working hours of your firm, or working hours when your agents are available online.

Click on the check box for 'Enable business availability for this inbox' if you have well defined busines hours. Once the check box is ticked, the below section opens up where you can give your message to the customer during OFF business hours. You can also select the available business hours for each day of the week, along with proper time zone.

Click on Update Business Hour Setting Button.

Configuration

Click on Configuration. The code snippet to be copied to the website will appear here.

You can click on 'Copy' button to copy the code and paste in the root code of your website.

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Article ID: 119
Last updated: 08 Dec, 2021
Revision: 5
Views: 4
Comments: 0
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