Learn how to create Live Chat Widgets to enable real-time customer interactions directly on your webpages. This guide also covers how to customise your Live Chat widgets to align with your organisation's branding.
Things to Consider ✅
- To create and modify Live Chat Widgets, users must be an admin in Orlo and enable the 'Administer Accounts' permission in their user settings.
Benefits 🙌
- Real-Time Customer Engagement - Communicate with members of the public in real-time for customer service queries, and personalise live chat widgets for different webpages and topics.
In this article:
1. Definition of Orlo's Live Chat Widgets
Orlo's Live Chat Widgets
Orlo's Live Chat Widgets are customisable widgets that can be embedded on your website to enable real-time text-based conversations between your organisation and website visitors, allowing users to ask questions, seek support, or engage in discussions with your team instantly. Orlo provides various customisation options, allowing you to align the widget's appearance to align with your brand.
Creating Live Chat Widget
1) Navigate to the 'Settings' dropdown.
2) Click on the 'Manage Live Chat Widget' button in the Account Settings area.
3) To set up a new Live Chat widget, click on the '+ Add New Widget' button.
Customising Widgets
1) Users can start to brand your widget by naming your Live Chat widget (for internal purposes in Orlo), selecting the colour of your live chat message view and adding any out-of-hours contact options.
Other editing options include:
Branding & Appearance:
- Brand Assets: Upload your logo and header images for the live chat widget and the chat window.
- Widget Styling: Control the widget's position on the page and adjust the font size for readability.
- Chat Name: Set the name displayed for the chat.
- Welcome Message: Customise the initial message users see when opening the chat.
User Interaction & Data Collection:
- File Uploads: Enable or disable the option for users to upload files within the chat.
- Contact Information: Choose to enable fields for users to input their email address and/or mobile number.
Conversation Flow & Messaging:
- Conversation Messages: Customise key messages displayed during the chat, including the initial welcome, the first agent response, what users see when agents are offline, the last agent online indicator, and the resolution message.
Chat Management & Automation:
- Chat Resolution Timeout: Define the duration after a chat is resolved before it's automatically archived.
- Auto-Resolution: Set the number of idle minutes before a chat assigned to an agent is automatically marked as resolved.
- Chat Queue Limit: Specify the maximum number of users that can wait in the queue before a queue full message is displayed.
- Chatbot Integration: Option to integrate a Chatbot with the live chat widget.
- Conversation History: Enable or disable the display of previous chat history for returning users.
Widget Control:
- Live Chat Status: Easily turn the live chat widget on or off on your website.
2) Once you have made your edits for the Live Chat widget, click 'Save Changes' in the top right-hand corner
Editing Existing Widgets
1) To edit any existing widgets, click on the 'Edit' button in the main 'Manage Live Chat Widgets' view.
Recommendation 💡
- Tailor your customer support by creating unique Live Chat Widgets for specific sections of your website.
- Take a look at our handy guide on How To Embed Widgets on your page.