Web2Chat's Messenger offers a fully customizable experience that enhances customer engagement throughout their journey. Follow these steps to set up and personalize your Messenger for an optimal customer experience.
How to Customize Your Messenger in Web2Chat
To customize your Messenger:
- Navigate to Channels--> Messenger from your dashboard in Web2Chat.
- Here you will find the following options: Content, Styling, General Settings, Lead Collection, Install.
Content
The Content tab allows you to shape the customer's first interaction with your Messenger, from the Messenger Launcher to the Messenger Home.
Supported Languages
The Supported Languages option allows you to enable multilingual support to cater to a global audience.
- Default Language: Set the primary language for your Messenger by clicking on the 'Default language' option and choosing the primary language from the dropdown list of options.
- Additional Languages: Add multiple languages for your customers clicking on the +Add Language button. These languages will be displayed depending on your customer's device settings.
Publishing
Toggle the option to Turn on your widget to make your Web2Chat Messenger available to users. You can also choose to disable the 'Display subtle link to the Web2Chat website' option if you have the Remove Branding addon.
Spaces
Turn specific spaces on or off to manage what your visitors and users see in the Messenger.
- Home: Customize this space to display the information and actions you want your visitors to access.
- Messages: A fixed space for handling both inbound and outbound conversations.
- Tickets: A dedicated space for managing tickets, kept separate from regular conversations.
- Help: Provides customers with access to an in-context Help Center from anywhere in your product.
- News: A feed for announcements curated for each customer (opt-in available).
You can reorder spaces by dragging and dropping them in the desired order. The Home space will always stay at the top but can be turned off if needed.
Customize Home with Apps
Add or remove apps to customize Messenger Home to include helpful tools and information for customers. Ensure that Messenger Home includes at least one app.
Options include:
- New Conversation: Initiate a new chat directly from the Messenger.
- Article Search: Enable customers to search for help articles within your Help Center.
- News: Feature your latest news items or announcements.
- External Links: Direct customers to important external resources.
- News Inserter: Automatically insert news items into your Messenger.
- Article Inserter: Add articles directly to your Messenger for quick access.
- Ticket Forms: Allow customers to submit support tickets directly through Messenger.
Set Your Welcome Message
Choose a customized welcome message to greet customers when they open the Messenger.
Team Introduction
You can also add a message to introduce your team.
Styling
From the Styling tab you can personalize and style the Messenger to align with your brand guidelines.
- Brand Colors: Set primary brand colors for the Messenger background and action elements (used in buttons and links).
- Customize the Widget: Add your logo and select whether to display team avatars in messages.
- Customize the Launcher: Upload a custom image for the launcher and choose its position on your site.
General Settings
Under the General Settings you can choose how the Messenger interacts with customers and gathers data.
Behavior
- Ask for conversation rating: This will ask the customer to rate how the conversation went and give you insights on their experience and satisfaction level.
- Play a sound for incoming messages: Enabling this will play a notification sound whenever there is an incoming message.
Consent Form
This creates a form where customers can choose to give their consent for specific information. You can also link to your Privacy Policy pages so they can read the guidelines before giving their consent.
Lead Collection
Enable the Get context about issues upfront to quickly collect relevant data from customers before they engaging in conversation with them. This reduces time and helps your support team to quickly fix the issues at hand.
You can customize this form by clicking on the Add another field button to build and design the form in such a way that your support team can get the information they require before the conversation with the customer begins.
Install
The Install tab outlines the steps for installing the Web2Chat messenger on other apps or websites. Refer to our documentation below for detailed instructions on this.
Once you’re satisfied with your Messenger preview, click Save and Set Live to apply the changes. This will make your customized Messenger available to customers on your website.
By following these steps, you can customize Web2Chat's Messenger to provide a consistent, engaging, and personalized experience for your customers.
If you need further assistance, contact our Customer Support.