Set up the web messenger

Each brand has one messenger: a chat window for your help centre, website and app.

Turn it on

1. Open Admin Center, Channels, Messenger and choose Edit settings for the brand.
2. Turn on Messenger is on for this brand.
3. Set the name, greeting, languages and colours under General and Appearance.
4. Under Allowed domains, list the sites it may run on, one per line (example.com, *.example.com). Leave it empty to allow any website.
5. Save.
6. Copy the Embed snippet and paste it just before </body> on every page of your website. Your ChaosDesk help centre adds it by itself.

New key creates a new widget key. The old snippet then stops working everywhere, so update it on your site.

More settings

• Business hours and offline: pick a schedule and what happens outside it: ask for an email and create a ticket, keep accepting messages, or hide the launcher.
• Attachments: let customers send files, with the largest size and the allowed types.
• Proactive greeting: a short message next to the closed launcher after a delay, by default once per browser session.
• Customers can have several conversations: let one customer keep more than one conversation open.

Answer flows

An answer flow is what the bot does before an agent joins. Pick one under Answer flow and routing. See Build an answer flow for the messenger.

Answer chats

A messaging conversation arrives as a ticket. Choose Accept to take it, Transfer to pass it to another group, or Conclude to end the chat. Concluding sends the satisfaction survey when the channel is set up to.

Developers can control the messenger with zE() and sign visitors in. See the messenger SDK.

Related

• Build an answer flow for the messenger
• Identify signed-in users in the messenger
• Channels