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?
- Chat button or link
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?
- 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.