How to connect online chat to a website (for administrators)

The online chat widget is a useful tool that allows website visitors to communicate with company representatives in real time via text chat.

Using online chat brings many benefits, such as fast communication, increased conversions, identification of audience needs, and more. Setting up the widget in keyCRM takes just a few steps:

Step 1. Creating a communication channel

Go to «Settings» → «Communications» → «Convos/SMS/Email» tab and click «Add new channel».

In the window that opens, on the «General» tab, fill in the fields:

1. Name — enter any name for the channel;

2. Channel type — select «Online chat»;

3. Source — specify the source that will be used by default for orders and cards in the pipeline created in chats from this channel;

4. Manager — if necessary, specify the manager to whom new chats from this channel will be immediately assigned. If you add several managers, chats will be assigned to each of them in turn. You can leave this field blank;

5. Reassign manager — activate the switch if you want the chat to be automatically assigned to another manager when they reply;

6. Pipeline connection — activate and select a value:
   • No — cards will NOT be created from chats automatically;
   • One-time — cards will be created only once, provided that there is no card from this chat yet;
   • Repeated — cards will always be created when a new ticket is opened in the chat, if there is no card or order in working statuses (all statuses except successful and rejected);

7. Pipeline — select pipeline if you need to automatically create cards from new dialogs. This item is available if you have the «Pipelines» section enabled.

Once you have specified all the necessary parameters, click the «Add» button. The channel will appear in the list and a «Widgets» tab will be added to this section for further configuration.

If necessary, you can also configure user access to the channel and operator ratings in the chat.

Step 2. Configuring the widget

Go to «Settings» → «Communications» → «Widgets» tab and click «Add widget». In the window:

1. Enter the title of the widget;

2. Select the widget type «Online chat»;

3. Click «Continue»:

On the page that opens, there are four main settings blocks:

• General:

1. Title — rename the widget if necessary;

2. Communication channel — select the channel created above;

3. Working hours: set the working hours during which various automatic messages will be sent in the chat. You can add a work schedule for each day or separately for weekdays and weekends, for example;

• Style: set the desired color of the widget;

• Messenger and social network buttons: add links to your messengers and social networks — the widget will have clickable buttons to go to them;

• Widget texts: set the widget title and message texts that are displayed in the online chat:

Step 3. Installing online chat on the website

In the widget settings window at the very bottom, copy your widget code:

The code must be added to your website before the closing tag </body>. The chat button will be displayed in the lower right corner of your website.

You can change the widget settings at any time, and the changes will be immediately reflected in the widget without the need to use a new script.

How to correctly add links to messengers and social networks

The input fields already have the beginning of the links, you just need to add the names of your profiles. Four main channels are currently supported:

• Telegram: enter the username of your Telegram bot or the username from your Telegram profile;

• Instagram: enter the nickname of your Instagram page;

• Facebook: enter the nickname from the URL of your public page;

• Viber: enter the URI of your Viber bot;

• WhatsApp: enter the phone number of the registered WhatsApp sender.