Webchat is a channel that allows you to handle conversations coming in from customers through a widget placed on your web site. The Webchat channel is activated by default for all projects.
Only admins can connect channels in Engage.
To connect Webchat to Engage:
- Go to Settings > Project > Channels.
- Go to the My channels section
- Click on Se details under the Webchat section.
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In the weekday and time fields, define the time window during which Webchat is available to your customers.
Note: You can use a chatbot to answer your customers outside your opening hours, meaning that the channel can stay open even when human agents aren't available.
- In the text field, enter the message to send to your customer when they contact you outside of the availability window.
- Click Save.
That's it! You've just configured your Webchat channel. Now, let's test it.
To try out your Webchat channel:
- Go to Settings > Project > Promotion Tools and create a chip widget that includes Webchat.
- Go to the Widget editor section.
- Click the three dots
on the left side of the chip widget with Webchat enabled and select Direct Link.
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You will land on a blank page with a preview of the widget on the bottom right.
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- Click the widget to see the available channels and click the Webchat icon
and send a message to start a conversation.
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- Go to Customers > All customers and click on your conversation.
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You'll see you've successfully started your first Webchat conversation.
Next, embed your widget on your website or landing page to provide an entry point for your customers.