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Set Up Shared Inbox with Webchat (Customer Engagement)

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Set up a webchat widget to your shared inbox to allow your customers to communicate with agents through a website.

Before you begin: You must be set up as a user and be assigned the admin role. You must also have access to your website's source code. If you are using Wordpress however, we have a plugin available.
  1. Sign in to our GoTo desktop/ web app.
  2. From Engage > Shared > Channels > Webchat, toggle on Enable Webchat on this inbox.
  3. Configure additional widget settings as desired:
    • Choose what domains to trust for security.
    • Determine if you want to enable Pre-message information request to collect any customer information before the chat starts.
    • Enable a welcome chat message pop-up when visitors land on your website.
    • Choose a header message.
    • Customize the styling and position of the widget.
  4. From Add webchat to your website, select Copy code and then add it to your website, just before the closing "body" tag. Use the Basic or Wordpress bubbles to filter the instructions accordingly.
    Note: 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.
  5. Select Save when you are finished.
What to do next: Ensure your agents know how to use the shared inbox to respond to incoming webchat inquires.
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