The online chat widget is a useful tool that allows website visitors to communicate with company representatives in real time via text chat.
How the chat widget works on the website
The widget icon is displayed in the lower right corner of the website. Next to it, the user sees a customized welcome message. Clicking on it or on the chat icon opens a window in which:
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Chat title — displayed from the settings, and when the chat is assigned to the responsible manager, it changes to his name and a photo from his profile appears on the left;
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Messenger and social network buttons — clicking on them will take you to them and allow you to continue chatting there;
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Cross icon — to close the chat window, while the chat history is not deleted and you can open the chat again to view or continue it;
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Dialog — displays all messages in the communication process. Delivered messages are marked with a check mark and the name and photo of the responding manager are visible.
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Message input field — you can send a message by adding emojis and attaching a file.
When collapsed, you can see an unread message with a link to view the reply, which opens a chat window:
Displaying chats and replies in them
After connecting the widget, all new messages will be displayed in the «Convos» section. You can reply to them as in regular chats, send files, and use message templates.
In all dialogs from the widget, the customer's name is marked with the request number by default. You can change it to a real name and save the customer or select an existing one from the list:
Request for quality assessment
If you have enabled quality rating in the widget settings, your customer will be asked to rate the service from 1 to 5 and leave a comment after closing the chat:
The submitted rating and review will be displayed in the rating report and in the chat window in CRM:
