HELP FILE

Chat window setup

Configure the customer's chat experience.

A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button, link, or invitation. Chat windows can be layered, pop-up, or AI-enabled and can be customized in a number of ways.

It is important to understand that "chat window" does not refer to a simple window (as in the actual graphical user interface element a customer sees), but rather a complex group of settings associated with that interface element.

How do chat windows relate to other Bold360 entities?

Any chart window can be associated with any chat entry point or invitation:
  • Chat button or link
  • Invitation

The direction of the relationship is from button/invitation to window.

A button can only launch one specific chat window, while a chat window can be launched from multiple buttons or invitations.

What is controlled by the chat window?

The chat window controls the following aspects of your customers experience:
  • Pre-chat form
  • Post-chat form
  • Translations and localization
  • Agent wrap-up settings
  • Unavailable email form
  • Customization of the strings of text seen in the chat window
  • Automated messages to show customers waiting for an agent
  • Branding settings such as colors, header and footer formatting, sounds, typing indicators, and more
  • Chat transcript settings
  • How long a customer waits for an agent before timing out

What is a layered chat window?

As the name suggests, a layered chat window appears as a new element on your page instead of as a new window. Layered windows are optimized for display on mobile devices, but many users prefer them for desktop browsers, as well.

What is a pop-up chat window?

A pop-up chat window opens in a new browser window.

What is a Bold360 ai chat window?

In a Bold360 ai chat window, customers can get chatbot-assisted self-service. If the chatbot cannot provide a relevant answer, the customer has the option to contact a live agent. When an agent joins the conversation, they see AI-provided answers to the customer's questions. For more information, see Bold360 ai setup.

  • Allow customers to send themselves a transcript
    This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.
  • Provide a chat window in multiple languages
    You can set a chat window to be displayed in any of seven pre-translated languages or 35 custom languages. There is no need to create multiple chat windows for multiple languages.
  • Pre-chat form: Prompt customers for information before chat
    You can set up a pre-chat form that is displayed to customers after they click a chat button but before actually chatting with an agent. The pre-chat form is a component of the chat window associated with a chat button or chat invitation. The form can be customized. Customer input is added to the incoming chat.
  • Post-chat form: Prompt customers for information after chat
    You can prompt customers for feedback after a chat has been closed.
  • Set up auto-translation
    With auto-translation, messages between customer and agent are translated in real-time, thus allowing both parties to chat in their own language if the language pair is available.