HELP FILE

How do I set up a chat queue with Webchat?

    Set up a webchat widget on your chat queues to allow your customers to communicate with agents through a website. Only available in English at this time.

    Notice: You must have access to your website's source code. If you are using Wordpress however, we have a plugin available.
    Before you begin: You must be set up as a user and be assigned the admin role. This can also be done from your admin portal if you have access permissions. Make sure you have created a chat queue first.
    1. Sign in to our GoTo desktop/web app.
    2. From Contact Center > Admin > Chat Queues, select the chat queue you want to edit.
    3. From Channels > Webchat, enable webchat for this queue.
    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. Select Copy code and then add it to your website. Use the Basic or Wordpress bubbles to filter the instructions accordingly.

      Tip: 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. Click Save when you are finished.
    What to do next: Ensure your agents know how to use the chat queue in their agent dashboard.