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Chat Widgets

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Creating a Chat Widget

  1. Navigate to Numbers → Chat Widgets.  If you don’t already have a chat widget in your account, you’ll be directed to a new setup page.  Otherwise, click New Chat Widget in the upper right corner.
  2. Enter a name and optional description for your widget.
  3. By default, the chat widget will prompt your customers for some basic information before the chat begins.  Use the “ask for” 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 16 below 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. Click Save Changes.
  10. Click or scroll down to the Chat Flow section of the page.
  11. Chats are routed to agents who belong to a queue.  Use the “Agent Queue” drop-down to select the queue of agents you want to be answering chats from this widget.
  12. The “Auto-start message” is the message that will show for the customer when they start a new chat.  If you wish to have a standard message when a chat begins, you can enter it here.
  13. The “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. The “No agent available message” shows to the customer when the chat isn’t answered within the time limit you set above.  Use this field to enter the message you want to show here.
    • If you have another method for customers to contact you, such as an email address or phone number, you may want to include it here.
  15. “Max idle time” controls how long a chat is allowed to remain active when there has been no activity.  After this time expires, the chat will automatically end.  By default, this is 30 minutes.
  16. Click Advanced to open the panel of additional options.
  17. By default, all chatters will be asked for their phone number in order to start a chat (this cannot be toggled in the Basic Setup section above).  Use the “Remove phone number requirement” toggle if you don’t want to ask customers to provide their phone number to begin a chat.
  18. Click Save Changes.
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Advanced Settings

Custom Fields

If you want to ask your customer for information that isn’t included in the basic fields above, you can add a custom field to the pre-chat form.  See the Custom Fields section of the FormReactor article for more information about setting up these fields.


Custom Styles

If you wish to customize the appearance of your FormReactor, use the options provided in the Custom Styles section to adjust the form style, color scheme, and text alignment.

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

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Embedding the Chat Widget

Once your widget has been saved, the embed code needed to add it to your website will be created for you (you may need to refresh the settings page for this section to appear).  The CTM tracking code must be installed on your website in order for the widget to work properly, so make sure that is done before proceeding.

  1. Click or scroll to the Using FormReactor section of the widget setup page.
  2. Copy the code that appears here and add it to the code of the page where you want the widget to appear on your website.
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Assigning Chat Licenses

Each agent who answers chats in your account must have a chat license.  To purchase and assign licenses:

  1. Navigate to Numbers → Chat Widgets, then click User Licenses in the upper right corner.
  2. This page will show all the users that have chat licenses in your account and when they will renew.  Click Buy License in the upper right corner.
  3. Find the names of the agents you want to use chat in the list on the left, and click on their names to move them to the list on the right.
  4. Click Purchase User Licenses when you have selected all your chat users.

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Answering Chats

Agents who are answering chats must be available and must have a chat license.  New chats will appear in the call log with a flashing icon, and chats are distinguished from calls by a yellow chat icon .  Active chats will appear in the call log, in the Chat section of the call detail panel.