Web Chat

How do I set up Web Chat to support multiple languages?

Our out-of-the-box Web Chat widget can support 47 languages. The default language is English (en-us). The default language can be changed by your developer using the setLanguage API. To allow your Web Chat widget to adapt to your user’s browser’s language, you can set the default language to ‘All’. Going forward, all Bots will communicate […]

How do I allow my end users to see past conversations?

You can allow your users to see past conversations by enabling conversations history for end users. This gives them the ability to see all conversation messages started from the same device or browser, which helps you build relationships and trust. End users can use this information to refresh themselves on how-to instructions or a promo […]

How do I set up business hours for Web Chat?

You can set up business hours for Web Chat to set expectations with end users by letting them know when your team will be available to help them. To set your Web Chat business hours, navigate to Settings > App Settings > select the app you’d like to configure Web Chat business hours for. On […]

What is the end user experience when users can see their past conversations?

Once the conversations history toggle is enabled, your end users will have the following user experience based on the status of past Issues. If an Issue was resolved, the end user will see a divider between the resolved conversation and the one that took place after. This divider will only appear at the end of […]

What is a follow-up email, and how do I enable it?

A follow-up email is one that is sent to a user who started a conversation via Web Chat, but who left the Web Chat widget before the next Agent, Automation, or Bot response. The email is sent to the user when a new message has been sent to the user, and it provides a link […]

What is the end user experience like with follow-up emails?

After an Admin has enabled follow-up emails, the follow-up email sent to users looks like this: Note: If the Agent has a Nickname set on their account, and you have the ‘Personalize emails to customers with agent’s nickname’ toggle enabled in the Dashboard, then the Agent’s Nickname will show instead of the name on their […]

When should I redirect users to a custom URL in a follow-up email?

We strongly recommend that you use the default setting of taking the user back to the page where they first started the Web Chat conversation as often as possible. This provides a better experience for your users, as the page where they first started the Web Chat conversation is usually relevant to the reason for […]

How do I use Webhooks & HSAPIs to update Issues when follow-up emails are sent?

Webhooks can be used in conjunction with our APIs to perform a variety of actions on Issues after a follow-up via email is sent, such as having Custom Issue Fields or tags added to the Issue. Please note: The Webhook event for follow-up emails can only be applied to Web Chat Issues. First, you’ll set […]