Chat Widgets

Creating a Chat Widget

  1. Navigate to Flows → Chat Widgets.  If you don’t already have a chat widget in your account select → New Chat Widget in the upper right corner.
  2. Enter a name and optional description for your widget.chat_1.png
  3. By default, the chat widget will prompt your customers for some basic information when the chat begins.  Use the checkboxes to enable or disable each field the customer would be asked to fill out.
    • Note: the phone number field requirement cannot be removed here.  See step 17 if you wish to remove this.
  4. If you leave any of the fields enabled, you can customize the label of the field, mark whether the field is required, and set the field to half width.

  5. By default, the button to submit their information and start the chat is “Submit.”  Use the “Submit button text” field to change this label if needed.
  6. You can add optional text at the bottom of the chat prompt form with the “Footer text” field.
  7. Use the “Check for errors as the user enters information” toggle if you want to validate the information that is entered while the customer is filling out the form.  Otherwise, validation will occur when they attempt to submit the form to start the chat.
  8. In the last field in the Basic Setup section, you can set how frequently the same person can submit a chat request.  By default, this is 30 minutes, but you can adjust this limit as needed.
  9. Select → Save Changes.
  10. Scroll to → Chat Flow section of the page.
  11. Chats are routed to agents in a queue.  Use → Agent Queue drop-down to select the queue of agents you want to be answering chats.
  12. Auto-start message is the message that will show customers as they start a new chat.  Enter a standard message when a chat begins.
  13. Time to answer field designates how long the agents have to answer a chat before it’s considered unanswered.  By default, this is set to one minute.
  14. No agent available message shows to the customer when the chat isn’t answered within the time limit set.  Use this field to enter a message  for no agent available.
    • If you have another method to contact you, e.g. email address or phone number include it in this section.
  15. Max idle time controls how long a chat is allowed to remain active with no activity.  After this time expires, the chat will automatically end.  By default, this is 30 minutes.
  16. Select →  Advanced to open the panel.
  17. By default, all chatters will be asked for the phone number to start a chat (this cannot be toggled in the Basic Setup).  Use the → Remove Phone Number if no phone number is required for chat.chat_3.png
  18. Save Changes.

Advanced Settings

Custom Fields

If you want to ask your customer for information that isn’t included in the basic fields you are able to add a custom field to the pre-chat form.  See the Custom Fields section for more information.



Custom Styles

To customize the appearance use the Custom Styles section to adjust the style, color scheme, and text alignment.

For advanced customization, use the Custom CSS field to apply your own custom appearance.


Embedding the Chat Widget

To install the  CTM tracking code  to the page add the first ensure the CTM tracking code is on the website.

  1. To install the chat widget copy and paste the iframe into  the webpage.

Assigning Chat Licenses

Each agent who answers chats in the account must have a chat license.  To purchase go to:

  1. Navigate to Flows → Chat Widgets, select User Licenses in the upper right corner.
  2. This page shows all the users that have chat licenses in the account and when they renew.  Click Buy License in the upper right corner.
  3. Find the agents you want to make chat available to and click their names to move them to the list on the right.
  4. Select →  Purchase User Licenses.


Answering Chats

Agents who are answering chats must be in available status using the softphone.  New chats will appear in the Activity log with a flashing chats icon to distinguish from calls by a yellow chat icon .  

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