You can manage Web Chat assets from Control Hub. You can easily design custom widgets tailored for your business and provide a personalized experience for your customers and website visitors.

Create a Web Chat widget

Before you begin

  • You must have customer administrative access to Control Hub.
  • Create a Web Chat asset in Webex Connect.
1

Sign in to Control Hub.

2

Navigate to Services > Contact Center > Digital Settings > Web Chat assets.

3

Choose an asset from the Web Chat assets list.

4

Configure Asset settings.

  • Configure Customer chat history settings.
    • (Optional) Enable the Show chat conversation history to user on re-login toggle button to show conversation history to end users.
    • (Optional) Enable the Allow customers to request for chat transcripts from Web Chat widgets toggle to provide customers the ability to request chat transcripts from the widget.
      • After enabling the transcripts toggle, choose the Use agent name as agent signature or Use alias as agent signature radio button. Configuring an agent identifier helps to protect the privacy of the agents.
    • (Optional) Enable the Clear threads for user's widget toggle to clear conversations when the end user clicks End, navigates to a different website, or closes the browser.
  • Configure Notification settings.
    • (Optional) Enable the Play chime sound when user receives a new message toggle button to notify users about incoming messages.
    • (Optional) Enable the Suppress working hours and agent presence checks toggle to make the widget available 24/7, allowing uninterrupted widget availability regardless of team schedules or agent availability.
5

Configure Website settings:

  • Click Websites.
  • Click the Add website button.
  • Configure General settings.
    • Chat widget language: Choose a language from the Chat widget language drop-down list. The default language is English. All announcements, action button text, error notifications, and chat transcripts display in the configured language on the widget.
    • In the Display name field, enter the widget name.
    • In the Byline Text field, enter the support text.
    • In the Button text field, enter the widget button name.
    • In the First message field, enter the message that an end user can view on the widget.
    • In the PCI compliance banner message field, enter the message that an end user can view while initiating a conversation.
    • Chat announcement settings: Enable the Allow logging of chat announcement toggle button to configure personalized announcements on the widget. You can choose to personalize and add more context to the announcement by using $(agent) and $(team) as variables in the text field. This announcement appears when an agent sends the first outgoing message from the agent desktop.
    • Configure Domain details: In the domain field, enter the domain or subdomain name.
    • Configure Email transcript details:
      • In the Subject field, enter the subject line text. You can configure the subject using $(transdate) and $(brand name) parameters.
      • In the Footer field, enter the footer text. You can configure the footer in the language of your choice.
  • Click Next.
  • Configure Appearance settings.
    • In the Widget color field, you can choose a color or enter a hex code.
    • Choose a Widget button type design from the list.
    • Configure Logo: Upload a graphic file with your website logo.
    • Configure Message composer settings:
      • (Optional) Enable the Show composer when quick replies are sent toggle to allow agents to compose a new message in the composer if the suggested quick replies don't match the end user's intent.
      • (Optional) Enable the Allow Emojis toggle button, to allow end users to use emojis during the conversation on the widget.
      • (Optional) Enable the Allow attachments toggle button, to allow end users to send attachments during the conversations on the widget.
  • Click Next.
  • Configure Visibility settings.
    • (Optional) Turn on the Enabled toggle button to view the widget on the website.
When you turn off the Enabled toggle, the system hides the widget for new visitors and also for existing visitors when they refresh their page.
  • Click Next.
  • Configure Banned visitors settings.
  • In the banner visitors section, you can ban customers from reaching out to agents on the Web Chat widget. You can configure their IP addresses in the Banned visitors list.
  • To add banned visitor IP Addresses:
    • Click Add IP.
    • Enter IP Start Range, IP End Rage, and Reason in the respective text fields.
    • Click Save.
    • Click the Add more button to add IP addresses to the banned visitor list.
  • To edit a banned visitor IP address:
    • Click the Edit icon in the Actions column of the Banned visitors list.
    • Edit the required fields and click Save.
  • To delete a banned visitor IP address, click the Delete icon in the Actions column of the Banned visitors list and click Save.
6

Configure Installation settings:

  • Click the Copy button to copy the widget script.
  • Paste the script above the </body> tag in the HTML DOM.