Create a web chat

All chats created via web chat automatically generate cases in Contact Center.

Step 1 – Open the web chat settings

• Click on gear icon at the bottom of the left menu to open the organization settings.

• Select Contact Center and then Web chats.

Step 2 – Create the web chat

1. Click on Create a new web chat.

2. Give the web chat a name, for example Customer Care.

3. Set opening hours.

4. State welcome message for opening hours (example: “Welcome to the Company, how can I help you?”).

5. State welcome message for closed hours (example: “Welcome to the Company, the chat is open 8:00 AM–5:00 PM.”).

6. Select agents for the web chat (more may be added later).

7. Select supervisors for the web chat (more may be added later).
   

   Only users with a Contact Center Agent license can be supervisors.

8. Click on Save.

Step 3 – Connect web chat to Contact Center

• Once the web chat is created, connect it to a web widget.

• Follow the guide Connect web chat to Contact Center to complete the connection.

Step 4 – Remove web chat

• Open the web chat you want to delete.

• Click on Remove.

• When a web chat is deleted:
  • The chat channel disappears and no longer appears in widgets.

  • All cases are archived and can only be accessed by users with permission to change organizational settings in Contact Center via the search function.