Create chat widget

In the Infinity portal under "Misc. > Livechat Config", click on "Add Channel", then select the queue you want to create a chat widget for. The agents in this queue will be able to handle incoming chat messages from your customers. Once you have selected the queue, click on “Create”.

If you want your customers to receive a welcome message when an available agent joins the chat, you can set this up under “Automatic greeting phrase”.
You can also use keywords to make it more personalized.

Available keywords:

%queue%

%agent%

Example: Welcome phrase using keywords: “Welcome to %queue%, you are speaking with %agent%. How can I help you today?”

"Closed when no agents are available" means that the chat will be closed when there are no agents available in the queue, even if the chat is open according to the schedule. When closed, the chat widget disappears from the website.

Brand

Under "Brand", you can either select an existing brand from the list you have already created, see Create a brand for more information. Or you can set it up directly here by selecting "Create New", which creates branding for this chat. Note that this branding will be unique to this chat and cannot be reused in other chats.

User Input

User input is data you want your customers to fill in before starting or ending a chat-session. These can be optional or mandatory. For example, name, email, and phone number. But you can also create fields for customer or case numbers and ask Yes/No questions. User input can be shown either before the chat starts or after the chat ends.

When creating a new input field, first choose whether it should be shown before the chat starts or after the chat ends. Click on “Add”, then select “Start” or “End”.

Input Type

• Email: The customer needs to enter a valid email address.

• Text: Text field, for example, the customer’s name.

• Number: Optional number field, for example, customer number, case number, etc.

• Phone Number: Must enter a correctly formatted phone number.

• Yes/No: Creates a checkbox for the customer to tick or leave empty depending on the question.

Input Key

• acceptcalls: Yes/No question if the customer allows the agent to call them back.

• email: Used together with Input Type Email.

• callbacknumber: The customer's phone number.

• customerid: Customer ID or Case Number.

• success:

• summary-email: A summary email sent after the chat ends.

Field Name: The name of your field that will be displayed in your widget.

Description: Displayed when the customer hovers over the field name, here you can write a short description of the field.

Check “Mandatory” if you believe the field must be filled in to start the chat.

“Visible” indicates if the field should be visible to users, useful if you want to hide certain fields during periods. Instead of deleting it completely, you can simply hide it by unchecking it.

Scheduler

Sets the chat's opening hours. When open, the chat icon is displayed and when closed it is removed. To add new opening hours, click on the desired day in the schedule and set the times. You can also choose to repeat the opening hours to avoid setting the schedule day by day.