Modifying chat widget greetings
By Shane Wall
Last Update a month ago
To make changes to any of the text that appears as part of your chat widget, make your way to the Administration section of the Dashboard and select Chat Widget from the channel list.
If you have multiple properties, make sure to check that you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
Clicking Edit Content under the Widget Content heading will open a new window that allows complete customization of all the content displayed as part of your chat widget, including changing the language.
The chat widget on the right side of the screen shows how the widget will appear to visitors if you save the changes you've made while editing the widget content.
When a visitor interacts with the chat widget on your site it can be in one of three states. In addition to customizing the Pre-Chat Form, you can customize the content for each of these states.
This is what the visitor will see if they click on the chat widget when it's Online and you have agents ready to answer chats. On the right side of the screen in the Content Editor, there are three small pencil icons.
Each section where a pencil appears can be rewritten and customized to your liking. Just click the text you want to replace or click the pencil symbol at the end of the text to start editing.
Having your widget in Away mode lets your visitors know your agents may not be available to respond to their query. There are two customizable fields that can be changed, each indicated by the small pencil icon.
Click the text or pencil symbol to make changes to the text displayed here.
When the chat widget is in Offline mode it will act as a form and ask visitors for contact information so you can get back to them at a suitable time. The content at the top of the widget can be customized just as in Online and Away modes by clicking the pencil icons.
You can also make changes to the information requested of the visitor by adding or removing text boxes. Each has a customizable name and an asterisk above the text box. If the asterisk is red, the field below is considered mandatory and the visitor can not leave a message for you without filling it out. If the asterisk is gray, the field is optional.
To add more fields to the Offline form, click the blue links on the left-hand side. If you need to remove a field, just click on the trash can icon above the text box.
The Pre-Chat Form is optional. As soon as you select this option, you’ll see there is a switch to enable or disable the form.
Pre-Chat Forms are used to gather more information from visitors before allowing them to enter the chat. They can also be handy to help qualify your visitors, just be aware that enabling a Pre-Chat Form is likely to decrease the number of chats you receive from visitors on your site.
Just like the Offline form, the Pre-chat Form can be customized in multiple ways. You can edit the text at the top of the chat window and also add customizable fields for visitors to fill out before they enter a chat.
Any information entered in the Pre-Chat Form will be displayed at the top of the chat once the answers have been submitted so the agent answering the chat will be able to begin the conversation with a head start.