Omnichannel’s LiveChat™ Channel helps businesses engage and support their website visitors and customers.

Customers can initiate a LiveChat with an agent. These chats are created on Omnichannel.
Omnichannel’s LiveChat Channel supports the following features:

  • Typing indicators on both agent and customer widgets.
  • Displaying the customer profile information (name, email ID, and mobile number) on the Customer Care Console.
  • Message delivery receipts and read receipts on both agent and customer widgets.
  • Ability for team managers to either Turn ON or OFF the chat conversation history on the customer’s widget.
  • Use of Emojis and attachments (documents or images).
  • Customizing the widget as per the website’s appearance.
  • An option to whitelist the domains on which the widget will be added.
  • Quick replies.

How LiveChat Channel Works

Once the LiveChat widget script is added to a web page, the widget icon appears on the bottom-right corner of the web page.

Upon clicking on the icon, the web widget opens. The customer can enter basic details such as the name, email, and mobile number (optional) and initiate a conversation with an agent.

A chat is created in Omnichannel and the agent can start responding to the customer from the Omnichannel Customer Care Console.

The agent can view the details (name, email ID, or mobile number) entered by the customer while initiating the chat.

In addition, the agent can also view the domain and the web page from which the customer initiated the chat.

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Note

The LiveChat widget is supported on iOS (6s and above) and Android mobile devices. iOS supported browsers: Chrome, Firefox, and Safari. Android supported browsers: Chrome and Firefox.

Setting up a LiveChat Channel

To set up a LiveChat channel on Omnichannel, the user must be an admin.
Please follow the steps below to create a LiveChat asset:

  1. Click on the “+” icon in the bottom-right corner of the Omnichannel Admin Console.
  2. Click on the Add Assets icon, select LiveChat from the asset selection window, and hit Add.

The configuration of LiveChat asset is covered in three sections:

General Settings

  1. Enter the “Asset Name” [1]. This is only for internal use and will not be displayed anywhere to the customer. Once saved, this name cannot be updated by the admin. The system will also automatically provide the asset with an ID code, which will be displayed on the “ID” field [2].

  2. Choose a “Default Team” [3] and also a list of teams [4] across which the LiveChat widget would be shared.

  1. Enable or disable the toggle button under “Customer Chat History” to show/hide previous chat conversation history to customers on re-login [5].

  2. Enable or disable the option “Allow customer to request for chat transcript from LiveChat widget” [6] according to your preferences.

If enabled, two new fields will be displayed, allowing you to decide whether to protect the privacy of the agents. You can decide to use the actual name of the agent or a generic alias to sign the chat transcript. Select one of the options:

  • “Use agent name as agent signature”.
  • “Use alias as agent signature”.
  1. “Clear threads at end user’s widget” [7]: When this toggle is turned on, the chat is cleared from the widget when a customer:
  • Clicks to end the chat on the widget.
  • Refreshes any page on the website.
  • Closes the browser and/or navigates to a different website.
  1. “Close chats on the server upon chat abandonment” [8]: When this toggle is switched on, the chat will be closed on the server, whenever the chat is abandoned by the customer.

  2. “Notification Sounds” [9]: Enable or disable this option to send customers a notification sound about any incoming message to their existing conversation”.

Website Settings

Omnichannel provides an option to use a single LiveChat widget across multiple websites. The appearance of the widget can be unique for each website.

To configure a website for a widget, please follow these steps:

  1. Associate a widget to a website by using the Add Website button.

General

  1. Fill in the information as detailed below:
  • “Display Name”[1]: Provide a name that should appear on the header of the widget.
  • “Byline Text” [2]: Provide the support text that should appear below the header.
  • “Domain” [3]: Provide a domain name or a sub-domain name on which the widget has to appear. When the number of sub-domain names is high, the “*” based domain patterns will significantly reduce the time taken to individually list the widget on each sub-domain on a website.
  • “Set Wait Time”[4]: An approximate wait time can be displayed for the customers when they reach out on the widget. You can select an option from the list of available options.

Appearance

  1. Configure the appearance of the widget on a website by providing the required information for the fields detailed below:
  • “Widget Color” [5]: Provide a color for the widget either by selecting it from the color picker or providing a hex code.
  • “Widget Button Type” [6]: Choose the chat widget’s button design that should appear on your website.
  • “Upload Logo” [7]: Upload a logo of your brand.
  • “Message Composer” [8]: Allow or restrict emojis and attachments with the respective toggle buttons.
  • “Confetti Background” [9]: Allow or restrict the confetti background option for the LiveChat widget. This setting will be applied to the widget refresh.

Widget Visibility

  1. Configure the settings that define the visibility of the widget on the website:
  • “Website Force Turn Off” [10]: use the toggle to enable or disable the visibility in the LiveChat widget. If the toggle is switched to the ON position, new options become available:
    • “Unavailability Banner Message”[A]: Enter a message for the existing customers, who will be able to view a banner showcasing the configured message. This banner should not contain more than 75 characters nor the “<” and “>” parameters.
    • “Hide widget for new customers or when existing customers refresh the browser” [B]: The widget can also be hidden to new customers/visitors of the website. When this change is forced, the existing customers can continue the chat communication, but if the customer exits the conversation and clicks the list of threads or tries to view or refresh the web page, the widget will be hidden.
  • “Widget Visibility [11]: Tick to define whether to “Hide the widget completely” or “Show the widget with an out-of-office banner” when agents are not available to accept chats.
  • “Banning Visitors” [12]: This option helps to restrict specific visitors by blocking their IP addresses. Please note that only public IPs can be restricted.

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Note

Any action performed on the “Website Force Turn Off” toggle button (ON/OFF) will be displayed to the customer without refreshing the browser. If the “Hide widget in Out of Office (OOO) hours” settings is ON, then the “Website Force Turn Off” action will apply only after refreshing the browser. Any changes made in the widget’s settings will be reflected only after refreshing the page. The “Agent Chat Acceptance” drop-down will still be disabled even during the absence of agents within office hours.

Customer Qualification

This option can be used to customize the pre-chat survey form on the widget or to set up quick replies.

  1. Enter the “Welcome Text” [13]. The welcome message editor offers a variety of formatting options. Qualification can take on the following formatting options:
  • Bold
  • Italics
  • Numbered Lists
  • Bulleted Lists
  • Hyperlinks

As with the widget branding, all formatting changes can be instantly seen on the preview on the right.

  1. Choose whether to qualify your customer’s query in a pre-chat survey form, a quick reply or none [14].
  2. Click Add Field or “Add Another Quick Reply” [15] depending on the option chosen above, and add data to the required fields.
  3. When finished, click Save Changes [16].

Installation

  1. To install the widget on a website, copy and paste the widget script.
  1. Place the script just above the “” tag in the HTML DOM.

When initializing a widget, Omnichannel customers can fill out custom chat fields (in the “init” method). These custom chat fields and values are also available in the “Customer Details” section of the Chat Console. Custom attributes can also be updated via the update method, and the changes will be reflected seamlessly on the Customer Care Console.

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Note

New custom fields cannot be dynamically created through this functionality. All custom fields that have been filled in while initializing a widget should have already been added/configured in Omnichannel. Any custom fields that do not map pre-configured fields will be ignored during the initialization.

Quick Replies

Omnichannel supports quick replies on the LiveChat widget. These quick replies allow you to offer a rich, interactive experience to your customers by allowing them to respond to the agent’s query with the click of a button.

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Note

As of now, these interactive messages are only supported via Omnichannel’s REST APIs (private, closed beta endpoint) and not via templates in the UI.

Quick replies can also be seen in the chat history.

On receiving a message with quick replies, the widget’s message composer will be disabled, and the user will have to choose one of the quick replies to continue the conversation.

Unattended quick replies will persist on a thread even when the customer switches between them.

Quick replies support all emojis that are currently permitted on the LiveChat widget.
To use emojis in quick replies, you can enter them with their shortcode text. Example: white_check_mark:telephone_receiver

Quick replies and responses are auto-updated for both team managers and agents during group conversations (Supervise Chats).

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Note

Omnichannel supports rendering quick replies onto the agent console using the “Create Chat” and “Append Chat API” endpoints (public). This capability might be useful when having a pre or post-chat journey on the LiveChat widget.