Chat window setup

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.

What are best practices for chat windows?

  • A chat window should be a layered window with company logo and styling to match website and branding.
  • Keep window focused and simple - easy to deploy and manage
  • Pre-chat and Post-chat survey windows should not have scroll bars visible
  • Pre-chat form should have no more than four questions (no more than 2 required) to reduce visitor abandonment
  • Post-chat survey form should have no more than four questions to drive higher survey completion rates
  • Post-chat survey should only be presented if visitor sends more than three messages; avg. completion rate 10-25%
  • Post-chat wrap up / disposition code by agent should have ?Category? as a requirement

You should not deter customers from engaging with agents and finding answers they are looking for. The easier and seamless the process is, the more higher your customer satisfaction will be.