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Talkdesk Digital Engagement: Configuring the Chat Channel

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You can now configure your website’s visible and domain-friendly names using the Channels section of the Conversations app. After completing the setup, the application will generate a snippet that you can add to your website. 

You can also bring an initial screen to the chat containing drop-downs, input fields, welcome messages, etc. 

 

Accessing the Channels Tab

Touchpoint Configuration

Changing between the Appearance and Touchpoint Tabs

Using the Touchpoint Tab’s Edit Mode

Using the Touchpoint Tab’s View Mode

Using the Appearance Tab’s View Mode

Using the Appearance Tab’s Edit Mode

Using Edit Mode on the Initial Screen Section

Using the Appearance Tab’s Chat Section

Setting up the “Domain” Field

Accessing the Channels Tab

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On Workspace, first, click on Admin [1] and scroll down to the Channels section [2]. Here you will find the list of all the channels available in your account. On the Channels list tab, choose Chat [3] to begin the configuration.

Note: Next to each option, you can also see the number of touchpoints [4] that were already added to the channel.

 

Touchpoint Configuration

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After selecting the Chat channel, you will be directed to the list of touchpoints already configured for your account.

The information for each touchpoint is displayed in 3 columns:

  • The “Chat” column [1] contains the touchpoint’s friendly name.
  • The “Domain” [2] column displays the website domain. 
  • The “Status” [3]column features information on the chat’s status.

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On the Chat Touchpoints tab, when you click the Action button (3 dots) at the right of each row, the following options are displayed:

  • Edit touchpoint: redirects to the Touchpoint tab.
  • Edit appearance: redirects to the Appearance tab.
  • Duplicate: duplicates all the appearance configurations made. The duplicate option will request that you fill in a domain and friendly name.
  • Activate/deactivate: When the Status setting is set to “Active”, the chat will appear to every website visitor. If the chat is set to “Inactive”, it won’t be visible, even if the snippet was already added. If there are ongoing conversations, they will not be lost, but the visitor will not be able to start another conversation.
  • Delete: deletes the Touchpoint. This option is only possible if the chat is deactivated first. To fully remove the Touchpoint, we also recommend removing the snippet from the code. 

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You can add a new Touchpoint by clicking the + New touchpoint button.  After selecting it, a screen will appear prompting you to fill in the website’s “Domain” and “Friendly name”. ”.

 

Changing between the Appearance and Touchpoint Tabs

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The Appearance tab is where you will be able to configure the layout of your widget. The Touchpoint tab is where you can connect the widget to the domain of your website and to a Studio Flow.

For more information and guidance on how to customize your chat widget, please refer to this article.

Using the Touchpoint Tab’s Edit Mode

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When entering the Touchpoint tab, you will be in “View mode”. In order to switch to the “Edit mode”, click the Edit button [1], to start configuring your chat touchpoint.

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After clicking the button, you will find a page like the one displayed above, where you can configure your chat’s touchpoint. 

You are required to provide a “Domain” name [1]* and can also give the website URL a “Domain friendly name” [2]. This means that instead of having the URL appear for the agent, a friendly name will be shown instead, making it easier to quickly identify the origin of the conversation.

 

*Note: For additional information on how to correctly set up the "Domain" name, please check this section.

 

If you are using the virtual agent widget, you will have the option to select between the virtual agent mode or agent mode. When the “Choose Operative Mode” toggle [3] is enabled, you will see the snippet to connect with real agents. 

When configuring the chat for the first time, select the link to open Studio [4]. This will allow you to create a Live Chat Studio flow. For more information on how to create, edit, and manage Studio flows, please read our Studio documentation.

Below is the “Studio flow” dropdown [5], which features all of your account’s published Live Chat Studio flows. Select the one you want to associate with the touchpoint. Use the Save button [6] prior to exiting this screen. 

 

Notes: 

  • You can switch the selected Studio flow as often as needed, without having to change the snippet on your website. However, when you change the “Domain” field, you must copy the new chat snippet into your website once again.
  • The Save button will only be enabled once you define the touchpoint and the Studio flow for your widget

 

Using the Touchpoint Tab’s View Mode

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After saving your configurations, you will be returned to “View mode”, where you will be able to see the configured options:

  • “Domain”[1].
  • “Domain friendly name”[2].
  • The selected Operative Mode [3].
  • Name of the “Connected Studio Flow” [4]

Below is the “Widget code” section, with the code that should be copied to your website. To know more about how to edit and customize your widget, please visit this article for guidance and details.

Only visible when in “View mode”, the section situated at the far right of the screen features the widget code. To copy the code, you can use the Copy button or press “CTRL+C” on your keyboard.

For further assistance and information, the “Need Help?” section includes a link to a listing of solutions to the most common doubts and issues.

 

Using the Appearance Tab’s View Mode

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When you open the Appearance tab, you will see the Initial Screen section [1], which expands to a preview of the configurations made on it. Below is the Chat section[2], which also contains a preview of this section’s configurations.

The “Preview Style” box [3] demonstrates how the Chat widget looks according to your specifications.

Note: If no tabs were opened, the “Preview style” box will display the “Chat” tab by default.

 

Using the Appearance Tab’s Edit Mode

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After clicking the Edit button, situated at the top-right corner of the tab, select “Initial screen” [1], below “Appearance Configuration”.

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The “Show Initial Screen” toggle allows you to enable or disable an initial screen on the Chat widget.

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Screen_Shot_2022-05-05_at_6.02.36_PM.pngThe “Welcome message” box [2] lets you add messages that appear on top of the chat. You can also decide to add a “Custom message” [3]on the initial screen. Toggling the “Chat bubble” option [4] to “On” will make the custom message appear inside the chat widget.

The “Custom” field [5]allows customers to input information and set the name of the field. If the custom field requests the customer’s name, the value on the “Define” dropdown [6] should be “Contact name”. If the field requests the customer’s email, the value on the dropdown should be “Contact email”. This will allow you to associate each customer with a specific contact. 

 

Note: If you want to ask for additional information (e.g. “Order number”) you can add the custom field as a “Custom option”. 

 

With the “Required” toggle [7], you can decide if you will allow the visitor to leave the field empty before going to the chat screen. Choosing the “on” position to make the field is mandatory.

The action button (6 dots) [8] to the left of each custom field will allow you to change their order on the chat widget. You can drag and drop any field, and the widget preview will change accordingly.

 

Using Edit Mode on the Initial Screen Section

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When you click on Edit and select “Initial screen” you will see a screen such as the example shown above. 

Use the “Custom dropdown” [1] to add a dropdown with different selection items. On the text box, add the name of the dropdown, and on the “Dropdown items” [2] insert the values that will appear inside the dropdown. This field can also be defined as a mandatory field, by turning on the “Required” toggle [3]. Add as many “Dropdown items” as you require, by pressing the + Add another item button [4].

The “Custom button” box [5] allows you to customize the names that will appear on each button. 

 

Note: At this moment, the only “Trigger” option [6] available is “Start the chat”. When clicking this button on the website, the visitor will be directed to the Chat screen. 

 

On + Add field [7] you can add and remove as many fields as you want, as well as choose the type of field (“Message”, “Field”, “Dropdown”, “Button”).

 

Using the Appearance Tab’s Chat Section

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When you select “Chat” [1], a “Messages” box [2] appears below, where you can add a static message for your customers. You can use the +Add another message button [3] to add as many messages as you wish. After adding the messages, you may also drag and drop them to change their order, by using the action buttons (6 dots) [4]

After you save your option, the “Preview style” box on the right will display how the message will look in the chat widget.

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You will now be able to see an “Initial Screen” label [6] indicating if the initial screen is active.

The “Preview style” box to the right will now display a preview of the fields that were added on the initial screen.   

Below the “Studio Arguments” field [7] are the Studio argument values generated for each “Custom field” or “Custom dropdown”. For more information on Studio arguments, please check the Knowledge Base for Studio documentation.

 

Setting up the “Domain” Field

To properly set up the “Domain” field, there are a number of rules that need to be followed in order to have it run smoothly. 

 

HTTP or HTTPS

Make sure you use the correct protocol when specifying, as the system differentiates between the two available protocols: 

  • “Http”
  • ”https”

Note: It is possible to leave the protocol information out. This way, it will work for both “http” and “https” websites. 

 

Examples:

https://www.talkdeskchat.com/ - Will work, as it is the correct protocol.

www.talkdeskchat.com/ - Will work, as it serves both protocols.
http://www.talkdeskchat.com/ - Will not work, as it is the wrong protocol.

 

“www.” or no “www.”

The system also differentiates between domains that include “www.”, and domains that do not. The domain’s information input needs to be in line with what is defined for that domain.

Examples: 

https://www.talkdeskchat.com/ - Will work, as it is the domain includes “www.”. 

https://talkdeskchat.com/ - Will not work, as it is missing “www.”.

https://trello.com/ - Will work, as this domain does not include “www.”.

https://www.trello.com/ - Will not work, as this domain is not using “www.”.

 

No Subdirectories 

The domain should always be set up without specifications on the subdirectory. Even when a widget is going to be implemented on a subdirectory, the setup should always be done on the foundation site.

 

Example:

https://trello.com/pricing - Will not work, as it contains a subdirectory.

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