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Customer Chat

Customer Chat is an entry-point for people to your chatbot. Interacting with Customer Chat allows them to get in touch with you, and they automatically subscribe to your bot. In this article you discover what’s possible with Customer Chat.

Customer Chat Overview

With the Customer Chat feature you can setup multiple (and various types of) overlays/embeds for your website(s) and pages. It enables you to capture new subscribers and directly send a Flow when people become a subscriber. It can also function as a way to provide customer support.

Customer Chat Library

You’re adventure starts with the Customer Chat Library. All your Customer Chat embeds are stored in the table at Capture > Customer Chat.

The table will be empty if it’s your first time setting up a Customer Chat. In the next section you’ll get an overview of how the Customer Chat Library works.

Library Explained

In this section of the article you find what you can expect on the Customer Chat Library page. Respectively, Name, Actions, Drop-down, Search, Pagination, Bulk Actions and more.

Name

  • This is the Name you give to your Customer Chat widget. It’s recommended to use a Name that helps you to find your Widget back easily.

Actions

  • These are the Actions you can perform on an individual Customer Chat widget, currently: Edit, Rename and Delete.

  • You can change the number of Customer Chat widgets you want to appear per page by clicking the drop down in the right-upper corner. You can choose to show either 10, 25, 50 or 100 records per page.

  • In the right-upper corner you can also use the search field. Search terms are applied to all data in the table.

Next/Previous Page

  • In the bottom right corner you can view the next page or previous page by clicking “next” or “previous”. This allows you to navigate through all your records.

How to perform Bulk Actions?

You can perform Bulk Actions by clicking the check boxes – of the records you want to perform Bulk Actions on – in the first column. From there you perform Bulk Actions like “Delete”, by clicking the Bulk Actions button in the right-upper corner.

Create New

Creating a new Customer Chat widget is easy:

  • Simply click on “Create New”.
  • Please see the image below for your reference:

  • You’ll be asked to give your Customer Chat widget a name
    • Enter a name for your Customer Chat widget and click “OK”.
    • Please see the image below for your reference:

  • After clicking “OK” you’ll be redirected to the Customer Chat builder.

Setting Up Your Customer Chat Widget(s)

In this section you discover what you can do with the Customer Chat Widgets.

Settings

In this section you discover what you can do on the Settings tab.

Language

The language the Customer Chat widget will be displayed in. This loads the Facebook SDK for your preferred language the button should show.

  • In order to change the language, simply select a language from the drop-down
    • On changing the language, the preview on the right automatically updates.

Tags

The ability to add Tags.

  • Whenever a person interacts and leaves a message inside the Customer Chat widget (and becomes a subscriber), any Tags applied in this section will be applied to the subscriber.

Additionally to static tags you set inside the builder, you can set a dynamic tag inside your landing page URL as a GET parameter called “clever_tag”.

Example:

  1. You set up a new Customer Chat widget inside Clever Messenger.
  2. You install it on your landing page
    1. e.g https://yourdomain.com
  3. You add the clever_tag GET parameter to your URL
    1. e.g. https://yourdomain.com/?clever_tag=dynamicTag
  4.  All subscribers that opt-in through your landing page will have the dynamic tag set under clever_tag, it’s  automatically added to your subscriber.
Important Tip about Dynamic Clever Tag

You can only add one dynamic tag per URL.

URL parameters to Custom Fields

The ability to add Custom Fields.

  • Whenever a person interacts and leaves a message inside the Customer Chat widget (and becomes a subscriber), any Custom Fields applied in this section will be applied to the subscriber.

Any field specified in the Custom Fields input inside the builder will be fetched from your URL, and a Custom Field will be automatically created with the value specified in your GET url parameter.

Example: 

  1. You set up a new Customer Chat widget inside Clever Messenger.
  2. In the Custom Field input box you specify the values “email, points”.
  3. You install the widget on your landing page
    1. e.g https://yourdomain.com.
  4. You add the fields you specified as Custom Field(s) as GET parameter to your URL:
    1. e.g. https://yourdomain.com/[email protected]&points=100
  5. All subscribers that opt-in through your landing page will have the Custom Fields “email” set to “[email protected]” and “points” set to 100 inside Clever Messenger inside their respective User Profiles.
Important Tip about Custom Fields

You can have one (or more fields) as Custom Fields. If more than one, they should be separated by commas. E.g. “email, points, carrots, beans”

Display

In the first drop-down, called ‘Widget Displays’: you can select when you want the widget to display on your pages. There’s a couple of options allowing you to control how you want to display your widget.

  • Immediately
  • Exit-intent
  • When Scrolled (%)
  • When Scrolled to Element (CSS Selector)
  • After a number seconds

In the second drop-down, called ‘Show to same visitor again’: you choose what the behavior should be for repeat visitors. There’s a couple of options allowing you to control how you want to display your widget for repeat visitors.

  • At every visit
  • Never
  • After hours have passed
  • After days have passed

In the section called ‘Display widget on’: you choose on which device type you want your to widget appear. There’s a couple of options to choose from.

  • Mobile and desktop
  • Desktop only
  • Mobile only

Looks

In this section you discover what you can do on the Looks tab.

 

Choose loading state

Under Choose loading state you’ve the option to choose how the Customer Chat widget on your website(s) and pages are loaded.

There are a couple of options to choose from:

  • Show Messenger both bubble and greeting dialogue
  • Show Messenger bubble only
  • Show greeting dialogue after delay, then hide it

Color Theme

This is where you further customize the look and feel of your Customer Chat widget.

When you change the Color Theme, it changes:

  • The Messenger Bubble Color
  • The Chat Bubbles inside the Chat
  • The Thumbs Up
  • The Info Button
  • The Main Menu (when enabled)

Greeting Message

  • For logged in users: The greeting text that will be displayed if the user is currently logged in to Facebook.
    • Maximum 80 characters
    • Can hold Emoji
  • For non-logged in users: The greeting text that will be displayed if the user is currently not logged in to Facebook.
    • Maximum 80 characters.
    • Can hold Emoji

Submitted

In this section you discover what you can do on the Submitted tab.

Flow to send after submission

This is Flow or Message you want to send out after a person has clicked the button (and became a subscriber while doing so).

  • When you’ve selected a Flow or Message, click “Open Preview” to preview the Flow or Message you’ve selected.
  • Please see the image below for an example:

Send flow once per user

By default, each time a user opens up your Customer Chat widget it sends the Flow you’ve specified. However, you might choose not to do that. Ticking the box will only send the Flow they receive on Customer Chat once.

Install

In this section you discover what you can do on the Install tab.

You’re about done with your Customer Chat widget, now it’s simply time to install it on your website(s) and pages.

Code Snippet

After you’re satisfied with your creation, or at any time you want to Save progress, you simply click “Save” in the upper-right corner. After you’ve clicked on “Save”, you’ll see a new field in the Install tab which holds the snippet of code that will display your Customer Chat widget.

  • Simply copy the snippet of code and place it anywhere on the page you want to show it on, preferably right before the closing body tag – e.g. </body>
Did you know?

You can have one Customer Chat widget on your website(s) and pages. However, you may choose to show a different widget on each page showing a different Flow. Also, this works really well with other Clever Messenger widgets. E.g. If you want to have a Checkbox Plugin AND Send to Messenger Button along side Customer Chat widget, you can!

Domain Whitelisting

In order to use these type of widgets and/or embeds on your website(s) and pages, you need to Whitelist Your Domain. This makes sure these type of overlays and/or embeds are only functioning on the Domains you choose. You may even see it as a security precaution, making sure you’re in total control of where you want to display these widgets and/or embeds.

The Domain Whitelisting feature can be found under Configure > Domain Whitelisting. Read the article on Domain Whitelisting here.

How to Access Customer Chat

You access Customer Chat on Page Level. You click on the Capture Icon (magnet) and a drop-down appears. Click on Customer Chat to navigate to the Customer Chat Library.


This concludes the article “Customer Chat”, a brief summary of what you can find on the Customer Chat Page. As new Customer Chat features come available, we’ll update this article accordingly.

Updated on June 22, 2018

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