Before you start
Things you need to know:
Dotdigital’s Chat feature supports webchat, SMS, and WhatsApp.
The Chat channels available to you depend on your account package. Contact your Customer Success representative to discuss.
Webchat
To use webchat, you must add a chat widget to a webpage, either on your own site, or a page built with our Surveys, pages, and forms feature.
Visitors to the site or page can then use this widget to start a conversation with your team. You can view and reply to these messages directly in the Chat area of Dotdigital.
Learn more
SMS
Before you start
For SMS chat, you must:
have SMS enabled on your account.
have a dedicated numeric sender ID. Alphanumeric sender IDs and shared short codes are not supported for SMS chat.
Learn more in Understand From names and numbers.
Accounts with SMS enabled can use the Chat area to manage and reply to SMS enquiries from customers.
This allows you to use SMS messaging as a conversational channel to support more seamless and responsive messaging.
WhatsApp offers a platform for real-time engagement, enabling instant communication between businesses and their customers.
All inbound WhatsApp messages are displayed in Dotdigital Chat. You can reply to these messages within 24 hours. When a contact replies or initiates a chat, a 24-hour service window opens, during which you can respond free of charge. After this 24-hour window, you can only send templated messages.