Customize Chat

While you can start using chat in Conversations out of the box, there are lots of options to customize your chat widget and its behavor, to better suit your brand & voice, and to better cater for your customers.

To start managing your chat settings:

1. Click on your Inbox name in the top left corner > Channels
2. Click on your chat Channel to see your configuration options

How to select what websites Chat is enabled on

1. Once in your Chat Channel settings, go to Websites
2. From here, check or uncheck the box next to each website that you want Chat to be enabled for or not.
3. Press the button to Save Websites and the change will take effect immediately.

On this page you'll also find the Tracking Script, in case you want to add it to any more websites.

If you've only just added your tracking script to your website, use the button to Refresh to get a more up to date view of the websites you can enable Chat for.

How to customize your chat widget appearance

You can customize the widget theme, the logo, where the widget sits on the page (left or right) and the name of the initial agent that appear when you first chat. To update these things:

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel
3. Go to Design
4. From the Theme heading you can choose from a set of predefined themes or add your own custom theme.
5. You can customize the Launcher Logo to show your own specific logo in place of the default launcher.
6. Using Chat Placement you can choose if you want your widget to show on the left or right hand side of the page.
7. Under Initial Agent you can decide which user should show as the Initial Agent when someone starts a chat, or if you want it to be a custom bot name instead. If you choose a custom name then you can customize the profile picture for it as well.

How to hide or unhide the widget on certain pages

If you only want to display your chat widget on certain pages - such on the pricing page, or a specific landing page, you can use the Visibiity settings to choose specific pages to inculde or exclude the widget from.

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel.
3. Go to Visibility.
4. From there, use the Inclusions and Exclusions options as needed.

How to set your Agent Availability

Depending on your company setup, and how many chat agents you have, you can configure the chat agents to either be available on a schedule, or based on to be set manually by each agent. These steps will take you through the process:

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel
3. Go to Agent Availability
4. Now you can choose for Agents to be available Basted on users availability e.g. when they set themselves to Active or not , or you can toggle it to Based on a schedule, which you can then setup. For example you can set yourselves to available Monday-Friday, 9-5.
5. Next you can set the time zone for the schedule if needed.

How to configure your Availability Messages

You can configure the messages that appear to chat visitors automatically, based on how you've defined your availability schedule.

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel
3. Go to Availability Messages
4. For when at least one Agent is Available, you can set a standard message e.g. 'An agent will be with you shortly.'.
5. When all Agents are away, you can choose to either show the default message, show a specific message, or fully hide the chat window.
6. If you've setup a schedule, and it's out of hours, you can either show the time you'll return, show a specific message or hide the chat window.

How to set up your Chat Welcome Messages

When the chat window first opens, Transpond needs to collect the visitors email address to store them as a new contact. You can configure the messages that are displayed to help with this.

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel
3. Go to Welcome Messages
4. Here you can configure the messages shown to welcome new visitors, asking them for their email etc.

How to setup chat Prompts

Prompts are used to help help your visitors start conversations. Common prompts would inclde 'I'd like to schedule a demo', 'I need help with pricing', or 'How do I do xyz?'.

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel
3. Go to Prompts
4. Use the button to + New Prompt to create a new prompt.
5. Give the prompt a name and choose if it's to trigger a New Conversations or a Suggestion for a conversation starter. If you choose a suggestion, you can add multiple suggestions in the same prompt.
6. You can then choose what pages the prompt should appear on and how soon after visiting a page it should appear.
7. Finally, configure the actual message prompt and click Add Prompt to save it.
8. By default, the prompt will be set to 'Inactive'. Click the three little dots next to the prompt in the list, and use the option to Activate it.

How to disable chat Prompts

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel
3. Go to Prompts
4. Click the three little dots next to the prompt in the list, and use the option to Pause it.

How to delete chat Prompts

1. Click on your Inbox name in the top left corner > Channels
2. Click on your Chat channel
3. Go to Prompts
4. Click the three little dots next to the prompt in the list, and use the option to Delete Prompt.