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To offer voice support in Web Widget (Classic), you need to create a configuration that defines how to handle voice requests that originate from Web Widget (Classic). For example, you can route a voice request to a certain group of agents, and you can assign a priority level for voice requests.

The configuration that you create also defines the appearance of call components and values in Web Widget (Classic). The available components differ based on the type of configuration you are using:
  • Request a callback allows customers to submit a request for a phone call from an agent.
  • Call us (Professional and Enterprise) uses a digital line to embed a call button customers can click to initiate a call to an agent.

Keep in mind that the first configuration you create becomes the default and is used by all instances of Web Widget (Classic), unless you override it with another configuration using the nickname API (see Advanced configuration of Talk in Web Widget (Classic) and the developer docs).

Important: If you configure more than one Web Widget (Classic), you must set which is your default widget (the widget that will appear in your help center). After you set a new default widget, it might take a few minutes before you see your changes. This behavior doesn't apply if you're using the Javascript snippet to configure your widgets.

Allow 10 minutes for the changes to propagate and appear in Web Widget (Classic).

This article contains the following sections:

  • Configuring a callback request widget
  • Configuring a call button widget
  • Modifying call options in an existing widget configuration

Related articles:

  • Configuring the components in your Web Widget
  • Web Widget resources

Configuring a callback request widget

Use the steps below to offer your customers the option to request a callback from an agent.

To create a callback widget configuration
  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
  2. From the Widget tab, click Add widget configuration, then select Request a callback.
  3. At the top of the configuration settings, click to Enable the configuration on Web Widget.
  4. Update the settings shown in the table below.
  5. Click Save.
Setting Description
Enable configuration on Web Widget Turn the toggle on to be able to use the configuration in Web Widget (Classic). If you don’t want to use the configuration, but don’t want to delete it, turn the toggle off (for example, if you think you might want to use it again in the future).

Keep in mind that you need to turn the toggle on for each configuration that you want to use.
Group routing Select the group that will receive calls and callback requests from Web Widget (Classic). When agents from the selected group are available, the configuration contact option displays.

If all agents in the group haven't answered or made a call for an extended period of time (there is no maximum time limit for this), Web Widget (Classic) treats them as if they are all still online.

Tip: If for some reason the call option doesn't appear in Web Widget (Classic), try toggling your agents offline and then back online.
Nickname Enter the configuration name. If you create multiple configurations of the widget, you need to use the configuration nickname in the Web Widget API to select which configurations to show on the current page. See Advanced configuration of Talk in Web Widget (Classic).
Brand Select the brand you want to associate with the configuration.
Priority Select the call priority routed to the configuration. You can choose from these options:

  • Normal: Callback requests are routed to the call queue.

  • High: Callback requests will be pushed to the front of the queue.
Contact options Select the ways you want user to be able to contact you. You can choose from these options:
  • Request a callback: Allows customers to enter a phone number to receive a callback. Appears only when agents are online.
  • Call us: Displays a phone number customers can call. Appears only when agents are online. For a more interactive experience, try Configuring a call button widget.
  • Request a callback and call us: Allows customers to enter a phone number to receive a callback, and also displays a phone number customers can call. Appears only when agents are online.

The Web Widget (Classic) title reflects the option you select.

Note: Request a callback is not available for Support Team or Suite Growth.
Outbound calling number When Request a callback is selected, the phone number in the drop-down list is called Outbound calling number.

Select the phone number agents use to return callback requests. This number does not appear in the Web Widget (Classic).

Note: It’s possible to select a toll-free number from this drop-down list, but we strongly recommend that you don’t because toll-free numbers are designed to be used for domestic inbound calls and don’t support outbound calls.
Phone number When Call us (display phone number) is selected, the phone number drop-down list is called Phone number to be displayed.

Select a phone number that you want customers to use to make inbound calls to your business. The number displays in Web Widget (Classic). You may or may not want to use a toll-free number.

If you want to display multiple configurations' phone numbers, you need to customize Web Widget (Classic) (see Advanced configuration of Talk in Web Widget (Classic)).
Phone number to be displayed When Request a callback and call us is selected, the phone number drop-down list is called Phone number.

Select a phone number that you want customers to use to make inbound calls to your business. The number displays in Web Widget (Classic) when agents are online and the Call us button is displayed. The number is also used to make outbound calls to your customers when agents are offline and the Request a callback appears button is displayed.

Note: It’s possible to select a toll-free number from this drop-down list, but we strongly recommend that you don’t because toll-free numbers are designed to be used for domestic inbound calls and don’t support outbound calls.
If you want to display multiple configurations' phone numbers, you need to customize Web Widget (Classic) (see Advanced configuration of Talk in Web Widget (Classic)).
Display average wait time? Display the average time until an agent is available. The wait time is the Average Wait Time metric (see Analyzing call activity with the Talk Team dashboard).
Set min and max limits for your wait times? Enter custom wait times to display in Web Widget (Classic).

These numbers do not impact call requests and are not related to your actual average wait time. For example, they can be almost any number you set and function the same as display text.

Note: If you set the minimum and maximum wait time to the same integer, then the wait time always reflects that integer.
Minimum average wait time Enter a custom average minimum wait time to display in Web Widget (Classic).

This number does not impact call requests and functions the same as display text. For example, if you set your minimum average wait time to five minutes, Web Widget (Classic) never shows a wait time of less than five minutes.

Note: You cannot set your minimum average wait time to less than two minutes.
Maximum average wait time Enter a custom average maximum wait time to display in Web Widget (Classic).

This number does not impact on call requests and functions the same as display text. For example, if you set your maximum average wait time to 15 minutes, then your widget will never show a wait time of more than 15 minutes.

Note: If you leave the maximum average wait time blank, then the number displays the Average Wait Time metric.

Configuring a call button widget

If you are using Embedded voice, you can add a call button to Web Widget (Classic).

If you're looking for information about how to add a call button to a mobile app, see Adding a call button to your mobile app.

Before you start, you must have created a digital line to associate with the call button. For more information, see Adding a digital line.

To add a call button to Web Widget (Classic)
  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
  2. From the Widget tab, click Add widget configuration.
  3. From the list of configurations, choose Call us (via digital line).

  4. On the Web Widget configuration page, select Enable configuration on the Web Widget to ensure this configuration is displayed in the widget.
  5. Update the settings shown in the table below:
    Table 1.
    Setting Description
    Nickname Enter the configuration name. If you create multiple configurations of the widget, you need to use the configuration nickname in the Web Widget API to select which configurations to show on the current page. See Advanced configuration of Talk in Web Widget (Classic).
    Brand Select the brand you want to associate with the configuration.
    Digital line Use the drop-down list to choose the name of the digital line you want to associate with the call button. For help with digital lines, see Understanding Embedded voice.

  6. When you are finished, click Save.

Modifying call options in an existing widget configuration

To modify an existing widget configuration
  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
  2. From the Widget tab, click to expand the widget configuration you want to edit.

    If you have multiple configurations, you can filter them by brand using the All widget configurations drop-down list in the upper-left portion of the screen.

  3. Edit the settings and then click Save.
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