Engage your website visitors with a smooth live chat experience using the eDesk Chat Add-On.
This help file will guide you through the Widget Settings that you can use to build and customize the look of your chat experience to suit your business.
Before you start
The eDesk Live Chat is available as an Add-On. To find more information, click here.
You’ll need to have access to Smart Tools > Widgets in your Settings. If you don’t have access, you can request it from an Admin user within your business.
Chat set-up is split into 3 tabs:
In the Customization tab, you can choose the colors, links, Tone of Voice and the Chat Transcript in the Live Chat box that will be added to your website.
Here you have the option to choose the language of the pre-set text such as name and email. You can also choose up to 2 brand colours to style your widget.
- The first colour is the main colour for the widget.
- The second option is the Send button on the initial Chat form.
These links will appear on the first screen when a Chat is started.
- Any URL can be added here and the link title will be displayed on the widget on the website.
- This may be a help or FAQ section or a sale link etc.
Tone of Voice
- The first 2 fields correspond to the text on the first screen above the name and email address and the useful links.
- The next 2 fields correspond to messages within the conversation once the Chat has started.
The default introduction message will appear as soon as the conversation is started. This will allow your customer to give some context to their issue while the agent is joining the chat so that they can get to it right upon joining.
Note: Waiting messages are sent to the customer but these are not visible to the agent. The agent will only see the customer’s message.
This is where you can customise the automated email sent to your customers once the chat has been finished. The receiving email will be the email provided when starting the chat.
Note: This transcript of the recent chat discussion will be sent regardless of whether an open or closed ticket has been created and there is no option to stop it from being sent.
02 BehaviourThe Behaviour tab is where you set the text in the chat box, configure how to capture customer feedback, set up a contact form to display to customers when your Agents are offline, and design how the transcript will look when it’s shared with the customer.
The tag selected here will appear on every Chat that is started and subsequently any ticket created after a Chat is finished.
Customer Specific Tags
When configured, this setting will give your customer the option to select a category from a drop-down menu when they initiate a Chat.
- The first field will display a list of all the Tag groups you have created.
- The second field will allow you to enter the text you would like to display for your customers, for example, “Select the relevant option”.
When the customer selects an option, this will add a tag to the Chat when it starts and when a ticket is created as a result of the chat.
Note: You will need to have a group created with the relevant Tags you want to display to your customer. To find out how to set up a Tag Group, click here.
If your customer wants to add more details, you could enable an option for them to add an additional field to display on the initial Chat window.
- Information entered in these fields will appear in the Details tab of the Chat and then on the right-hand side of the ticket when the Chat is finished.
Note: This feature uses the Custom Field in Smart Tools, so you must create the field there first. To find out how to set up Custom Fields for Chat, click here.
This option allows you to ask for feedback after Chat has been completed. Upon closing the Chat, your customer will get the option to select a rating and leave a comment.
- This rating will appear inside the ticket and on the Chat dashboard.
- The text fields allow you to display a header and message on the Chat rating window.
If there are no agents available, you have the option to disable chat and display a Contact form instead. The customer can send a message and wait for a response via email, which will create a ticket inside the eDesk account.
Note: If disabled, the Chat icon will not be displayed when there are no agents online.
- The header and message field placeholder option allows you to customise the text displayed.
- This can also be used if you do not want the Live Chat feature, but would still like to give your customers the ability to contact you straight from the website through a contact form.
To find out more about Chat Offline, click here.
03 InstallationNow, all that’s left to do is to add the chat widget to your website or web store. We provide a code snippet for the widget, which you’ll need to add to the html in your website. You’ll also position the Live chat box/contact form on your web page.
In the Delay option, you can choose the number of seconds the customer must be on the page before the Chat button appears.
Button and Chat Window Position
You can select your Button and Chat window position from the drop-down menu and then customised further using the Offset options.
The snippet of code is located on the right-hand side of the page which you can copy and add to the section of your website where you want the Chat button to appear.
When you're finished, click Save Changes.