The All-in-One Chat Widget is a single solution for managing multiple communication channels, Live Chat, Email, and WhatsApp, through one interface. This removes the need for multiple separate widgets and lets visitors choose their preferred way to get in touch.

🔑Key Benefits

  • Unified Management: Handle Live Chat, SMS/Email, Voice AI, Facebook, Instagram, and WhatsApp conversations from a single widget.
  • Consistent Branding: Ensure a cohesive brand identity with a unified colour scheme.
  • Enhanced User Engagement: Personalise the initial welcome message to boost user interaction.
  • Easy Setup: Configure the widget with ease, selecting only the active communication channels available.

Prerequisites

  • Account Access: Ensure you have the necessary permissions to create or modify chat widgets within your account.
  • Active WhatsApp Number (Optional): If you want to include WhatsApp Chat, ensure that an active WhatsApp number is configured in your account.

How It Works

Create a New Chat Widget

In the left-hand navigation menu, go to Sites > Chat Widget and create a new chat widget by clicking the "+New" button.

Next, select All-in-One Chat from the list of chat types.

Select Channels

After selecting the All-in-One Chat, choose the communication channels you want to activate.

📌Note: A minimum of two chat types must always be enabled.

Customize Widget Settings

Confirm the selected channels, then update the name of the widget for easy reference.

Next, customise the message that appears when visitors first open the widget. This is the first thing visitors see when they open the widget, so it sets the tone for the conversation.

Open the Styles section to adjust the widget colour and icon to match your brand, and update the greeting message if you'd like to.

Channel Settings

Now let's move to the Chat Window tab to configure additional settings.

  • Email & SMS Chat: Add personalised messages and customise the form fields to greet your users.

  • Live Chat: Configure the display name, greeting message, and offline behaviour (if any).

  • WhatsApp: Confirm your WhatsApp number and set a default greeting message.

  • Facebook: Choose your Facebook page and configure additional settings.

  • Instagram: Set up the Instagram account where users will be redirected to chat via DM.

  • Voice AI: Configure acknowledgement and language preferences in the Messaging section, then assign the agent who should respond to messages.

Save and Preview

Modify the remaining sections as you prefer, then click Save to apply your changes.

Finally, preview how the widget will appear on each device type, then test it on your devices or in the CRM to ensure all channels are functioning as intended.

Using the All-in-One Chat Widget

Switching Channels

Visitors can easily switch between Live Chat, Email, or WhatsApp by using the Back button in the chat header.

Active Conversations

Chat sessions remain open until manually ended by an account user or closed automatically due to inactivity based on the widget's timeout settings.

Contact Form Fields

For Email, SMS, and WhatsApp chats, a standard contact form field (e.g., "Message") is available to capture user information.

The widget is straightforward to set up and customise, helping you improve engagement, support your team, and give visitors a smooth way to reach you.

Frequently Asked Questions

Q: What if I don't have a WhatsApp number?

  • You can use the All-in-One Chat widget with other messaging channels. WhatsApp Chat will remain hidden until a valid WhatsApp number is added.

Q: Can I customise the colour for each channel?

  • The All-in-One Chat widget uses a single, unified colour scheme across all channels to maintain a consistent brand experience.

Q: How do I end a Live Chat session?

  • A session can be closed from the Conversations panel, or will automatically end after a specified inactivity timeout.

Troubleshooting Tips

Widget Not Showing Up: Double-check that you have correctly added the widget to your funnel/website. If you have a site built outside the CRM, check that the embedded widget code is correct.

WhatsApp Not Available: Ensure your WhatsApp number is active and correctly configured. If it's still not visible, review your WhatsApp integration settings.

Email Not Sending: Verify that your email address is properly set up and verified in your account settings.