Add and configure your website channel

Step 1. Go to the Inboxes page. Go to Settings → Inboxes → "Add Inbox" button.

inbox_create

Step 2. Click on the "Website" icon.

list_of_channels

Step 3. Enter your website name, URL, and other details as described below.

create_website

Field Name	Value	Remarks
Website Name	Enter Name of your Website	eg: Example Inc.
Website Domain	Enter the link to your Website	eg: www.example.com
Widget Color	Select the color by clicking the pallet
Welcome Heading	Give a Greeting with which you would like to address the customer	eg: Welcome !
Welcome Tagline	Give a Tagline representing your company	eg: Welcome to Example ! We are at your service 24x7
Enable Channel Greeting	Select Enabled or Disabled	Enable to Send Greeting message when customer starts conversation
Channel Greeting Message	Give a greeting with which you would like to start the conversation	eg: Hi. How can we help you?

Once all details are entered, click on “Create Inbox” Button.

Step 4. "Add agents" to your website inbox.

add_agents

The conversations will be routed to agents only if they are associated with the inbox. Even if you are an Administrator, you need to add yourself as an agent to the Inbox to see the Inbox on your screen.

Select the Agents from the drop-down and click on Add agents. If agents have not been added, follow the steps to add agents.

Step 5. Hooray! You have successfully created a website inbox. Now, add the widget to your website.

Copy and paste the code snippet shown on the page to your website and start supporting your customers. You can click Copy button to copy and then paste in the root file of your website.

finish_inbox

If you click on the More settings Button, you will be taken to the Additional Settings for Inbox. If you click on the Take me there button, you will be taken to the newly created Inbox directly.

Step 6. If you want to update the agents who have access to the inbox, go to Settings → Inboxes. You will be able to see your website inbox listed there. Click on Settings. You will be able to see the code as well as the list of agents who have access to the inbox.

inbox_settings

Additional Inbox settings

On your Inboxes screen, click on the gear icon to reach the Settings page. You will see the following screen:

Settings tab

inbox_settings

Scroll down to see more settings, where you can set up the various notifications you would like to receive when your website inbox starts functioning.

inbox_settings

Here are a couple of examples for your understanding:

Enable email collect box is enabled by default. This means an automatic message to collect the e-mail id will be displayed once the customer starts a conversation. The customer/end user will receive a prompt to enter an e-mail id.

Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section.

Click on the Update button to save the changes you have made.

Collaborators tab

Click on the Collaborators tab.

Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox.

You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox.

inbox_settings

Click on Update to save the changes.

Business Hours tab

Click on the Business Hours tab. In this section, you can set the working hours of your team.

inbox_settings

Click on the check box for Enable business availability for this inbox if you have well-defined business hours.

Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours.

You can also select the available business hours for each day of the week, along with the proper time zone.

inbox_settings

Click on the Update Business Hour Setting Button.

Pre Chat Form Tab

Click on the Pre Chat Form tab.

With this, you can collect information about your customers as soon as they enter your live chat window/website widget. You can use this to collect customer info such as name and e-mail address before beginning the chat.

inbox_settings

Field Name	Value	Remarks
Enable pre chat form	Select Yes or No	Yes if you want to use the prechat form. No if you do not want to
Pre Chat Message	Give a message to start a conversation with the customer	Hi, We need some information to serve you better
Visitors should provide their name and email address before starting the chat	Tick on the check box if you need the name and email address mandatorily	This will help us maintain our contact list better

Click on the Update button. Pre Chat Form is enabled now.