Website

LiveDesk supports users to add chat window widgets to web interfaces.

The live chat widget is suitable for most modern web browsers. The following are supported browser versions:

How to Add a Website Channel

"Add Channel" - "Website"

Enter Configuration Information

Fill in the configuration information according to the interface prompts, and click "Confirm" when finished.

Add Chat Widget to Website

After creation, the interface will jump to the channel configuration interface. In Configuration, you can copy and paste the code snippet displayed on the page into your website root file to add the chat bubble widget to your web interface.

Detailed Settings

Scroll down to view more settings. Here you can set various notification contents you want to receive based on the website channel.

Settings

• Set Email Collection Box

  Defaults to on. When a customer starts a conversation, a message collecting email ID will be automatically displayed. The customer/end user will receive a prompt to enter their email ID.

• Enable CSAT

  When this function is run, a customer satisfaction survey will be automatically launched for every problem resolved. CSAT scores can be viewed in the subsequent report section.

Conversation Assignment

Displays the conversation assignment rules corresponding to the current channel. Supports Routing Rules, AI Agent, and Human Agent responses. Conversation assignment priority order: Routing Rules > AI Agent > Human Agent.

When routing rules exist, it first determines whether the routing rule requirements are met. When multiple routing rules exist simultaneously, they are traversed in order, and if a rule is met, assignment is done according to the rule.

If the current scenario does not satisfy routing rules, it is prioritized for assignment to the AI Agent.

When no AI Agent exists, it will be assigned to the corresponding Human Agent. Supports automatic assignment, providing assignment mechanisms based on concurrent load and sequential average distribution.

Human Agent

Supports setting human agents to handle conversation messages for this channel, which can be added and removed.

AI Agent

Supports setting AI agents to handle conversation messages for this channel. You can choose to enable or disable usage, and support adding GPT AI Agents.

Business Hours

You can set the working hours for the team.

If there are clearly defined business hours, please check the "Enable business availability for this inbox (Enabled)" checkbox. After checking the box, the corresponding parameter settings will be displayed below. You can set unavailable messages for visitors during off-hours. You can select business hour intervals and corresponding time zones for each day.

Pre-chat Form

Collect customer information whenever a customer visits the live chat window/website widget. Before starting a chat, this form can be used to collect name, email address, and other information.

• Enable Pre-chat Form

  Determine whether to enable this function.

• Pre-chat Message

  Enter a message to start the conversation with the customer.

• Pre-chat Form Fields

  Set the relevant field attributes of the form. "Name", "Email", and "Phone" are the only standard attributes of the form. Other fields can be created through custom attributes. If custom fields are needed in the form, first create the relevant custom attributes.

Widget Builder

Simply set up a custom web widget. You can see the modification effect in real-time in the window on the right.