Create a Web Chat

Burhan Kesapli
  • Updated

All chats from the web chat automatically create tickets in the Contact Center.

    1. Click on the gear icon and then on Organization Settings.
    2. Select Contact Center and then Web Chats.
    3. Click on Create a New Web Chat.
    4. Name the web chat, for example, "Customer Care".
    5. Set business hours.
    6. Set welcome messages for business hours, for example: "Welcome to Company, how can I assist you?"
    7. Set welcome messages for closed hours, for example: "Welcome to Company, the chat is open from 08:00 to 17:00".
    8. Select agents for the web chat (more can be added later).
    9. Select supervisors* (more can be added later).
    10. Click Save.
    *Only users with the Contact Center Agent license can be supervisors in a web chat.
    • Once the web chat is created, it's time to connect it to a web widget. Follow the guide available here.
      1. Go to the web chat you wish to remove and then click on Remove.

    When a web chat is removed, the chat channel disappears and is no longer visible in widgets. All tickets are archived and can only be accessed by users with permission to modify organization settings in the Contact Center via the search function.

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