To offer messaging functionality to your customers through a website or help center, you’ll first need to turn it on for a Web Widget. Once messaging is turned on for a widget, the default messaging response is activated, which provides a functional, basic conversation flow to greet a customer when they launch the Web Widget, and transfers them to an agent.
This article includes the following topics:
For information on configuring the look and feel of the Web Widget, and customizing the default messaging response, see Configuring messaging for the Web Widget.
Turning on messaging for the widget
Because messaging is activated per-brand, you’ll need to perform these steps for each brand that will offer messaging to your customers.
To turn on messaging
- In Admin Center, click the Channels icon () in the sidebar, then select Messaging and social > Messaging.
- Click the Add Channel button, then select Web Widget.
- On the Add Web Widget page, configure the following sections, and click Next when each is completed:
- Set up the basics: Enter a channel name, then use the dropdown to select a brand.
- Install on your site: Choose where to install the Web Widget. See The Installation tab for more information on adding the Web Widget to your website or help center. If you are not ready to install the widget, you can email the snippet to a team member, or return to this step later. For information about adding the widget later, see Adding the widget to a website or help center.
- Make it your own: Enter a hexadecimal number or use the picker to select the Primary color, which is used in the Web Widget launcher and header. Upload an optional logo, and enter the title that will appear in the header. If you are not ready to configure these settings, click Cancel at the bottom of the page. The default settings will be applied.
- Click Next. The Edit Web Widget page opens, where you can continue configuring the Web Widget, or leave it as-is.
You can disable messaging at any time.
The default messaging response
As soon as you complete the process described in the section above, a default messaging response is available to customers wherever you have installed the widget.
The default messaging response includes a basic greeting for customers and a request for information about their support needs, then a message letting them know they’re being connected to an agent. Behind the scenes, agents are notified in the Agent Workspace that a support request has been received, and they can accept the request and begin responding to the conversation.
Without any configuration actions on your part, the default messaging response appears to the end user as follows:
There are a number of options available to customize this interaction, including requesting customer information and establishing business hours. For more information, see Configuring the default messaging response.