WebChat: How to install chat on your site and set working hours

The WebChat module is a powerful tool for real-time communication with customers. Below you will find instructions on how to go through the entire process: from launching the module in the system and customizing it, to setting working hours and adding it to your website.

Step 1: How to create and customize chat in Sugester?

Before you add chat to your site, you need to define it and customize it to meet your team’s needs in the Sugester panel.

1. Click the application icon (four dots) in the upper right corner.
2. Select the WebChat module -> Settings and click the ”+” (Add) button.
3. Fill out the settings form using the available customization features:

- Chat name: Your internal name for the widget.
- Who can see and respond to chats?: Select team members who will handle this chat.
- Play sound for the client: Choose the sound that the employee will hear when the client sends a new message.
- Display only the operator’s first name: Choose whether the first name or also the last name of the employee handling clients should be visible in the chat.
- Use avatars in chat: You can upload your company logo or a photo of the consultant that will be visible to the client in the chat window.
- Require personal data before starting a conversation: Check if you want the client to provide their name and email address before starting the conversation.
- Allow attachments from the client: Check if you want the client to be able to attach a file to the conversation.
- Automatically assign the conversation to the operator who responds first: Check if the conversation should be automatically assigned to the operator talking to the client.
- Description: Optional, internally visible description of the chat.
- Unavailable message: Enter the message that the client will see when it is outside of the consultants’ working hours.
- Language: Choose the widget’s language.

Step 2: Configuring opening hours and availability

Before you publish the chat, set your team’s availability schedule.

1. In the chat editing section, go to Opening hours.
2. Activate the Use opening hours toggle.
3. Fill in the working hours for each day of the week.
4. After hours mode:
   • If you do not want the ability to write outside of working hours – leave the Receive messages after hours toggle off.
   • If you want to collect inquiries in chat outside of working hours – turn on this toggle.

Step 3: Adding chat to your website

Once the widget is ready, it’s time for its physical installation.

1. Save the settings.
2. Copy the content from the Widget code section.
3. Paste the copied code snippet into the structure of your website (preferably just before the </body> tag).

Why is this solution convenient?

• Instant editing: If you want to change the avatar image, you do it only in the Sugester panel. Changes will appear on your website automatically, without the need for IT intervention.
• Greater responsiveness: Thanks to sound and browser notifications, your team will never miss a new conversation.

Tip: If the chat does not appear on the page after pasting the code, check if the Active toggle is enabled in the widget settings.