If you've created a Web Widget for messaging, you can configure and customize the Web Widget. You must be an admin to perform these tasks.
Accessing and editing the Web Widget settings
Web Widget includes multiple components that you can configure.
To access and edit the Web Widget settings
- In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging. - Click the name of the Web Widget you want to update.
- Click the tab with the components you want to customize:
- Basics: Web Widget name, channel linking, and privacy notice
- Style: Web Widget appearance
- Responses Default messaging responses for customers
- Preferences: Conversation history settings
- Installation: Code snippet and help center embed
About the Web Widget settings
Web Widget settings are divided into the following tabs: Basics, Style, Responses, Preferences, and Installation.
About the Basics tab
The Basics tab includes the following:
- Channel name is the name that appears in your channels list. The name field is automatically populated with the brand name, but you can update it to make it easier to find in your channels list.
- Allow customers to switch channels lets you connect the Web Widget to your WhatsApp, Facebook Messenger, and Instagram DM channels, allowing your end users to start conversations via the Web Widget and continue them in the social channel of their choice. See Enabling customers to continue conversations through social channels.
- Allow customers to call provides API information if you want to allow customers to call an agent in the Web Widget.
- Allow customers to start multi-conversations lets customers multiple, separate conversations through the Web Widget or mobile SDK messaging channels. See Allowing multiple messaging conversations.
- Add a privacy notice includes a recording notice in the widget, and a link to your own notice, if available. See Adding a privacy notice.
About the Style tab
The Style tab is where you customize the name and appearance-related components of the Web Widget.
- Frame settings control the name and appearance of the Web Widget itself.
- Launcher settings control the look and feel of the launcher for the Web Widget.
About the Responses tab
- Business hours allows you to apply Support schedules to your default responses.
- Responses allows you to set a first greeting and a follow-up greeting, as well as determine the information you want to collect from customers.
For more information about these sections, see Configuring messaging responses for web and mobile channels.
At the bottom of the Responses tab, you have the option to add a bot to your messaging configuration (see Creating a conversation bot). If you've already created a conversation bot, you have the option to deactivate it and return to the default messaging response.
About the Preferences tab
The Preferences tab is where you can set your Conversation history options.
If you choose to use the Conversation history feature for your customers, when an end user returns to the Web Widget where conversations with your business have already taken place, the full text of those conversations remains visible to them.
For more information about conversation persistence, see Understanding and managing handback events.
About the Installation tab
The Installation tab is where you get the code snippet to add the Web Widget to your website and automatically add Web Widget to you help center.
For more information, see Installing the Web Widget for messaging.
