The Chat Window tab provides you with the ability to tailor the chat experience for your visitors by customizing the messages they see. Additionally, you can configure various branding elements to ensure the chat aligns with your company’s visual identity, as well as set up important compliance details to meet legal and regulatory requirements. In this guide, we will walk you through each of these customization options to help you fully optimize your chat window for both functionality and an optimized user experience.
Title & Intro
Chat Window Title
Enter the text you wish to be displayed on the chat window. Be as concise as possible to grab the user's attention.
Intro Message
Specify the initial message you would like to be displayed once the widget is opened.
Contact Form Options
Request leads to provide their contact details the first time they send a message. You can add up to five fields, with the name field being mandatory. Additionally, either an email address or a phone number must be provided. If neither is selected, a phone number will be automatically added.
Button Text
Enter the text that you would like to appear on the button for submitting the form.
Optionally, you can enable the Redirect Call-To-Action feature to direct the contact to another website. If enabled, you will be prompted to specify the text that will be displayed and the URL to which the user will be redirected.
📌Note: Enabling this feature is not suggested if Conversation AI is active.
Live Chat Assigned (For Live Chat Widgets)
Live Chat Message
Enable the contact form to collect visitor contact details using a form at the start of the conversation. If you are using Conversation AI, ensure that this feature is disabled.
If you are not using Conversation AI, you may toggle the Show Live Chat Welcome Message switch, then enter the message in the field provided.
Select the desired duration for the Time Out Message to appear from the dropdown menu, then enter the message that should be displayed. This feature provides an alternative support option if no agents are available to assist the user.
Live Chat Closed (For Live Chat Widgets)
Within this section, you can determine how long the widget should wait before a user is said to be inactive and customize the message that will be displayed when this occurs.
Business Office Hour Setup (For Live Chat Widgets)
Enable office hours for the live chat widget to define your weekly availability based on your business's time zone. If you are using Conversation AI, leave this option disabled.
Once office hours are enabled, configure an Outside Office Hours Welcome Message. This message will be displayed when a chat is initiated outside of business hours and will be replaced by the Live Chat Welcome Message during regular office hours.
Additional Options
Agency Branding
Activate the Agency Branding switch to add the agency branding at the bottom of the widget.
Branding Title
Enter the text that should precede the display name.
Display Name
Enter the name of the company or entity that should be credited for the services provided.
URL
Add a company redirect URL to direct users to a specific webpage or destination when they click on the display name. This can be used to guide users to additional resources, a company’s homepage, or any other relevant site for further engagement or information.
Consent Checkbox for HIPAA
Toggle the HIPAA compliance option to include a consent checkbox for HIPAA compliance. This ensures that users acknowledge and consent to the submission of personal information, such as their email or phone number, before proceeding with the form. Furthermore, select the checkbox below to check the consent checkbox by default for each user.
Legal Message
Optionally, you can include a legal message to inform users of important terms, conditions, or privacy policies related to their submission. Adding this message ensures transparency and helps protect both the user and your organization legally.
Now you know about the Chat Window section. Check out the other articles in this section to learn more about each section of your Chat Widget.