Getting started with Chat

Learn the basics of Chat, set up your widget, and start chatting with your site visitors.

Overview

Chat is a smart, customisable widget that sits neatly on your website. It lets your visitors communicate in real-time with your team, allowing them to answer questions and solve problems instantly.

Chat has features to boost your communication to the next level:

  • Real-time messaging – answer customer questions and fix problems instantly.
  • Send and receive content such as tickets, receipts, images, and videos.
  • Transfer chats between agents.
  • Quickly access and catch-up on your chat history, so customers don’t have to repeat themselves.

You can try Chat now

All our account packages have at least one free chat agent included. Contact your account manager to purchase more agents.

The Chat interface

Use the Chat interface to manage your chats, visitors, and reply to messages.

The Chat interface lets you manage your chat sessions within Engagement Cloud. You can use it to view chat sessions, receive and reply to messages, transfer chats between agents, link conversations to existing contacts, and manage your chat queue.

chat-interface.png

Chat interface in Engagement Cloud

Customise the chat widget

We know you need your Chat widget to fit in and look at home on your site. So we built our chat widget customisation tool to make this simple for you. With a few clicks, you can quickly choose the colours and appearance of your widget and match everything to your brand.

Start designing your widget now. Go to Chat > Settings in your Engagement Cloud account and get creative.

To learn more about customising your widget, read our article Customise the chat widget.

Set up your user permissions

For agents to use Chat, you need to give them the correct permissions within Engagement Cloud. Learn more about permissions and adding Chat agents in Roles and permissions of Chat.

Create your team

You're going to need to set up your team and add some agents. Use these articles to help you get started with setting up your chat teams:

Embed the chat widget

To add the chat widget to an Engagement Cloud page using Pages and forms, check out:

Get chatting

Learn to use chat as an agent, and start talking to customers in Working with Chat.

That's it! Visit your page to see Chat in action.

See also

If you'd like to do more with Chat, check out these articles

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Can we help?

Thanks for using Engagement Cloud. If you need more help or support, then contact our support team.