The All-in-One Chat widget provides a seamless communication experience by allowing you to manage Live Chat, Email, and WhatsApp conversations all from one interface. This guide will walk you through setting up and troubleshooting the All-in-One Chat widget for an optimized customer support experience.
What is the All-in-One Chat Widget?
The All-in-One Chat widget allows businesses to integrate multiple communication channels (Live Chat, Email, and WhatsApp) into a single widget. This allows visitors to choose their preferred communication method seamlessly without the need to manage multiple widgets.
Key Benefits of the All-in-One Chat Widget
Manage Multiple Channels: Handle Live Chat, Email, and WhatsApp conversations from one widget.
Consistent Branding: A unified color scheme ensures a consistent experience for your visitors.
Personalized User Experience: Customize the initial welcome message to engage users better.
Easy Setup: Choose the channels you want and set up with a few simple steps.
Prerequisites for Setting Up the Chat Widget
1. Account Access
Ensure you have the appropriate permissions to create or edit chat widgets in your account.
2. Active WhatsApp Number (Optional)
If you plan to use WhatsApp as a communication channel, ensure you have an active WhatsApp number configured in your account.
Step-by-Step Setup of the All-in-One Chat Widget
Log In to Your Account
Start by logging into your account.
Navigate to the Chat Widget Section
In the left-hand navigation menu, go to Sites → Chat Widget.
Create a New Chat Widget
Click on "Create New Widget" and select All-in-One Chat from the list of chat types.
Note: If you do not see "All-in-One Chat," ensure your account is updated. Refresh the page or log out and back in if necessary.
Select Communication Channels
Choose the communication channels you want to enable. If you have an active WhatsApp number, it will appear as an option.
WhatsApp: If enabled, ensure that your WhatsApp number is verified.
Live Chat: Enable Live Chat if it's part of your communication strategy.
Email Chat: If Email is enabled, ensure your email settings are configured.
Customize Widget Settings
General Settings: Name your widget (e.g., "Main Website Widget") and configure the widget color to match your branding.
Channel Settings:
For Live Chat, set a display name, greeting message, and offline behavior.
For Email Chat, customize the message and form fields.
For WhatsApp, confirm your number and set a default greeting message.
Set Initial Message
Customize the message that appears when visitors first open the widget (e.g., "Hello! How can we assist you today?").
Save and Preview
Click Save to store your settings. Preview the widget to ensure everything functions correctly across all channels.
Using the All-in-One Chat Widget
Switching Between Channels: Visitors can easily switch between Live Chat, Email, or WhatsApp using the Back button in the chat header.
Active Conversations: Conversations remain active until manually closed by the user or automatically after a set period of inactivity.
Contact Form Fields: Standard fields like "Message" will be available for Email and WhatsApp chat to collect user information.
Frequently Asked Questions (FAQ)
What if I don’t have a WhatsApp number?
If you don’t have a WhatsApp number, you can still use the widget with just Live and Email Chat. WhatsApp will be hidden until a valid number is added.
Can I customize the color for each channel?
The All-in-One Chat widget uses one unified color scheme to maintain consistency across all channels.
Do I need separate permissions to set this up?
If you have access to Sites → Chat Widget, you should be able to create and edit widgets. If you don't see this option, please contact your admin.
How do I end a Live Chat session?
Sub-account users can end a session from the Conversations panel or it will automatically close after the timeout period.