Changing the details the Live Chat widget requests from visitors
When a customer starts a new chat via your widget, they are required to provide their name and email address. This ensures that if they are a repeat customer, Breadstack can link the new chat to their existing profile. Or, if this is their first interaction, Breadstack will create a new profile based on their email address.
Note that these settings apply only to chats initiated via your widget, not to social media chats. Facebook and Instagram chats do not require customers to enter personal details.
However, there are few options of customization that you may perform for your chat widget:
- Go to Settings > Chat Widget .
- (Optional) Here you can perform different types of customization:
- Toggle Widget Visibility on your website. Click ... and choose the option Edit Connection and toggle on/off depending on your need.
- You can adjust the visual of your chat widget in the section Visual Customization.
- In Chat service hours section, you'll be allowed to set the time where your service is active for working. Hence, if any chats incurred outside of the preset service hours, it will be recorded as Missed Chat in Breadstack. (If you wish to NOT receive notification, toggle the option to not have notification)
- Auto-Response: Auto-responses are immediate, automatic replies to the customer.
- Online Chat Response will appear to customers who message you during online hours, right after they have selected a department.
- Offline Chat Response will appear to customers who try to message you during your channel’s offline hours.
- All customers can input a name, valid email address and phone number to begin a chat, but you can toggle all the fields: Name, Email Address and Phone Number on or off as a requirement. If any of the fields Name, Email Address and Phone Number are toggled off, customers will not see that field when attempting to start a conversation. If all fields are toggled off then customers will need to input any of the mentioned information.
- You can have Missed Chat to send its transcript to your email address.
- Toggle ON/OFF to allow your customers to Skip Rating when they end chat.
- View your banned visitor in this section.
- Click Save to finalize your adjustment.
We do advise you to have the Name and Email Address to be filled by your customers since it is to ensure that Breadstack can collect enough basic data on your customers to link interactions and build profiles.
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