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How to Use the All-in-One Chat Widget

Updated

Overview

 

The All-in-One Chat widget combines multiple communication channels—Live Chat, Email, and WhatsApp—into a single, streamlined interface. This eliminates the need to juggle separate widgets and gives your visitors a smooth, convenient way to choose their preferred method of contact.

 

 

 

Key Benefits

  • Manage Live, Email, and WhatsApp chats from one widget.
  • Consistent branding with a unified color scheme.
  • Customizable initial welcome message for better user engagement.
  • Simple setup and channel selection based on your active communication channels.

 

 

Prerequisites

  1. Account Access
    Make sure you have the appropriate permissions to create or edit chat widgets in your account.

  2. Active WhatsApp Number (Optional)
    If you plan to include WhatsApp Chat, ensure that you have an active WhatsApp number configured in your account.

 

 

Step-by-Step Setup

  1. Navigate to the Chat Widget Section
    1. Log in to your account.
    2. In the left-hand navigation menu, go to Sites → Chat Widget.
  2. Create a New Chat Widget & then choose All-in-One Chat from the list of chat types.
    Note: If you do not see “All-in-One Chat,” ensure your account has access to the latest updates. You may need to refresh or log out and log back in.

  3. Select Channels
    1. Once you’ve chosen All-in-One Chat, you’ll be prompted to pick which channels you want to enable.
    2. If you have an active WhatsApp number, you can enable WhatsApp Chat. If not, only Live Chat and Email Chat will be available.
  4. Customize Widget Settings
    1. General Settings:
      1. Name your widget for easy reference (e.g., “Main Website Widget”).
      2. Configure widget color to match your brand.

    2. Channel Settings:
      1. Live Chat: Set your display name, greeting message, and offline behavior (if any).
      2. Email Chat: Add messages and customize the form fields to greet your users.
      3. WhatsApp: If enabled, confirm your WhatsApp number and default greeting message.

    3. Initial Message:
      Personalize the message that appears when visitors open the widget (e.g., “Hello! How can we help you today?”).

  5. Save and Preview
    1. Click Save to store your changes.
    2. Preview the widget on your website or within CRM to confirm that each channel is functioning as intended.

 

 

Using the All-in-One Chat Widget

  1. Switching Channels:
    Visitors can easily switch between Live, Email, or WhatsApp Chat using the Back button in the chat header.
  2. Active Conversations:
    Chat sessions remain active until manually ended by a sub-account user or closed due to inactivity based on your widget’s timeout settings.

  3. Contact Form Fields:
    For Email and WhatsApp Chat, a standard contact form field (e.g., “Message”) is available to capture user information.

 

 

Frequently Asked Questions

  1. What if I don’t have a WhatsApp number?
    You can still use the All-in-One Chat widget with just Live and Email Chat. WhatsApp Chat will be hidden until a valid number is added.

  2. Can I customize the color for each channel?
    The All-in-One Chat widget applies one unified color scheme across all channels to maintain a consistent brand experience.

  3. Do I need separate permissions to set this up?
    Typically, users with access to Sites → Chat Widget can create and configure widgets. If you don’t see the option, contact your admin.

  4. How do I end a Live Chat session?
    Sub-account users can end the session from the Conversations panel in CRM, or it will automatically close after the specified inactivity timeout.

 

 

Troubleshooting

  1. Widget Not Showing Up: Ensure you’ve embedded the widget code on your website correctly. You can find this code under Sites → Chat Widget → Install Code.
  2. WhatsApp Not Available: Confirm you have an active WhatsApp number. If it’s still not visible, double-check your WhatsApp integration settings.

  3. Email Not Sending: Make sure your email address is verified and properly set up in your account settings.