How do I configure a conversational widget?

Once you have set up all the necessary providers, you can configure and deploy the conversational widget to start using the Digital DX Rapid Helpdesk solution.

Make sure you have integrated Digital DX with ServiceNow as described here and have also set up the necessary providers.

  1. Make sure you have the widget configuration files to complete the steps that follow.

    You should have a servicenow-rapid-help-desk folder which contains a widget-settings.json file. If you don't have this file, complete the steps in this article before you proceed.

  2. Log in to Digital DX AI and go to Touchpoints > Widgets > Floating Widget > Personalize and select Add new URL.
    1. On the dialog that appears, name the widget in the Enter customization URL field.
    2. Under Copy configuration from, select File and load the widget-settings.json file.
    3. Choose Save.

  3. On the Conversation tab, update the article IDs in the Persistent menu value field.

    To find the article IDs, go to Knowledge > Articles and open the Create an incident article. You can find the ID next to Content as well as at the end of the URL. Find the ID for the Follow up on an existing incident article too.

  4. On the FAQ tab, select Label: faq in the answers from drop-down.
    Note: At this point, your widget is ready for use, you can deploy it on your website. The steps that follow show how you can change some of the basic settings of the widget so that you can set up a more personalized experience.
  5. On the Basics tab, select Right for Dock Position to position your widget from left to right on your website.

    You can see the change in the Widget Preview on the right-hand section of the page.

  6. On the Basics tab, update the widget's branding as needed.
    1. Change the Primary color as required.
    2. Modify the Title.
    3. Select an article in the Auto Question (opened on load) field to set up the widget to display a specific article to the visitor when they open the widget.

  7. On the Position and Size tab, change Minimized widget mode to Normal.

    By default, the widget is a round chat icon. If you want to keep the round chat icon, skip this step.

    Complete this step if you want to change the widget to a What can I help with? box.

    Note: To change the What can I help with? text, go to the Basics tab and enter the text of your choice in the Title (minimized) field.
  8. Save your changes.
What's Next? Continue in Digital DX Agent to generate the widget code and deploy the widget on your website!