- Search for knowledge base articles
- Live chat with an agent
- Contact form to submit a ticket
See the following articles for performing basic tasks related to the Web Widget:
- Configuring the Components in your Web Widget
- Adding the Web Widget to your website or Help Center
- Removing the Web Widget from your website or Help Center
For a complete list of documentation available for the Web Widget, see Web Widget resources.
About the Web Widget
About browsers supported by Web Widget
The Web Widget is supported on the following browsers as of January 23, 2017.
- Google Chrome: latest two versions
- Microsoft Internet Explorer: Internet Explorer 11 and Edge
Note: Keep in mind that Internet Explorer 11 is susceptible to memory leaks, which may impact performance.
- Mozilla Firefox: latest two versions
- Apple Safari: latest version
- iOS Safari: latest two versions
- Android browser: latest version
- Chrome Mobile for Android and iOS: latest version
Understanding the end-user experience
In the Web Widget, you can enable components to combine knowledge base search, live chat, phone calls, and contact forms.
The end-user experience depends on what options are enabled and whether agents are online.
- Self service.
By default, end-users are presented with Help Center knowledge base search first, if Help Center is enabled in the widget.
End-users can enter a search term and up to nine results appear, when matching results are found. The end-user can click an article from the results, and opens in the widget.If contextual help is enabled, up to three suggested articles appear below the search box. When the widget opens, it includes both self-service and the contact button. The suggested articles are determined by the page URL from which the end-user accessed the widget, or it is chosen by the administator using advanced customizations ((see About Contextual Help for the Web Widget).
- Live chat.
If Chat is the only contact option enabled, when a chat agent is online, the launcher includes the Chat icon and says Chat.
If Chat and Help Center are enabled, when a chat agent is online, the launcher includes the Chat icon and says Help.
If Chat is the only contact option enabled and no agents are online, the launcher does not display.
Once the end-user opens the widget, they see this:
The end-user clicks Live chat, fills in a form (if enabled), and then clicks Start Chatting.Note: If an agent is available when the end-user clicks the launcher, but the then agent signs off before the chat begin, the end-users sees a message indicating that the Chat agent is not available,
- Phone calls.
Note: Talk in the Web Widget is only available to customers that are participating in the Request a Callback from Web Widget limited availability release. If you want to join the waitlist, you can sign up here.Depending on your configuration, customers can:
- View a phone number that they can call
- Request a callback
- View the average wait time for a callback
The exact appearance of Talk in the Web Widget depends on the how it is configured by the administrator and the status of agents.
If Talk is the only contact option enabled in the widget and an agent is online, the launcher includes the Talk icon and says Request a callback or Call us, depending on your configuration.
If Talk and Help Center are enabled in the widget, and an agent is online, the button says Help instead.
If Talk, Help Center, and Chat, or contact forms are enabled in the widget, and agents are online, the launcher includes a question icon and says Help.
If Talk is the only option enabled in the widget and it is configured to allow callback requests, and then you click the launcher, the callback form displays.
If Talk is the only contact option enabled and Talk is configured for Call Us only, your phone number displays.
If Talk and Help Center are enabled, and other contact options are enabled (for example, Chat or contact form), after a Help Center search the customer can access Talk from the Contact us button.
If Talk and Help Center are enabled, and Chat and contact form are disabled, after a Help Center search the Contact us button says Request a callback (or Call us) instead.
- Contact form.
End-users can submit a ticket from the widget to receive an email reply to their inquiry.
By default the contact form includes name, email and description.
If the administrator enabled ticket forms in the widget (see Configuring the components in your Web Widget), then the end-user can choose from multiple ticket forms. If not, then only the default contact form appears.
The contact form is enabled for your widget by default. Tickets submitted through the widget will contain the tag "web_widget."