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Set up the Webchat channel on an inbox

Attention: Carriers are now blocking all unregistered outbound SMS per industry regulations to combat spam. Registration is mandatory for all providers, not just GoTo Connect. Register now to restore or maintain SMS service. GoTo Connect cannot expedite carrier reviews.

Set up a webchat widget on your inboxs to allow your customers to communicate with agents through a website. Webchat supports all GoTo Connect languages requested by customers.

Notice: You must have access to your website's source code. If you are using Wordpress or Shopify however, we have a plugin available.
Before you begin:
  • You must be set up as a user with the admin or manager role, depending on your product.
  • You must have at least one inbox created.
  1. Sign in to GoTo Admin.
    Fastpath: Alternatively, Contact Center Admins can also configure these settings by navigating to Contact Center > Inboxes in the GoTo desktop or web app.
  2. From Inbox > Inboxes, select an existing inbox or create a new inbox.
  3. From Channels, select Enable webchat on this inbox.
  4. Configure additional widget settings as desired.
    • Choose what domains to trust for security.
    • Determine if you want to collect any customer information before the chat starts.
    • Set up a welcome message.
    • Choose a header message.
    • Customize the styling and position of the widget.
  5. Once customized, scroll to the Add webchat to your website section, select Copy code, and then add it to your website.
    Tip: Use the Use code, WordPress, or Shopify bubbles to filter the instructions accordingly. The code does not change if you modify the widget appearance or messages. Any changes made will update automatically on your website after a browser refresh.
  6. Select Save when finished.
What to do next: Ensure your team members know how to use the inbox.
Related Articles:
  • Change inbox settings
  • Set up the SMS/MMS channel on an inbox queue
  • Manage agents

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