Introduction

With the CMS Tool, you can edit some useful settings associated with the chat box that appears on your website as a good way to engage site visitors. 

*IMPORTANT: If the AI Assistant is enabled, the chat box will not appear on your website as the AI Assistant's efforts to engage site visitors, etc. take priority.

 

Summary

• Edit Chat Box Settings
• Facebook Messenger
• Live Chat Explanation

 

Edit Chat Box Settings

To edit the chat box, open the CMS Tool > Settings > Lead Capture > Chat Box Settings:

 

The first setting to edit is whether to display the chat box or not. Users who choose to not display the chat box might do so in order to limit the number of available channels on their website to avoid any confusion--or they might want to embed a third party chat box of some sort (may require customization + associated customization fees). See below for Facebook Messenger support.

Yes will display the chat box. No, will keep it from appearing on the website at all. 

 

Next, choose the "Agent Image Style" which is simply the shape of the image in the bottom-right:

 

The "Bubble Color can be adjusted. This consists of the following:

 

"Main Theme Color" changes will affect the following:

 

Select whether to show the button on the chat box or not:

 

The bubble can also be hidden or set to always display:

 

Customize whether to display agent information or company information on the chat box

 

The text on the bubble can also be customized as well as the text color:

 

For Chat Mode, the "Live Chat" option will require a text package in order to use live chat as it will send messages directly to the Chime user associated with the Chime website. "Leave Message" does not require a text package to be used and will simply pop up with a form that the site visitor can complete in order to leave a message in the system. Their message will trigger an email notification and a push notification to the Chime user.

 

Facebook Messenger

If you turn on the "Facebook Messenger" option, this will hide the Chime chat box and instead allow for Facebook messenger to be used in its place. In order to work correctly, be sure to set up Facebook Messenger first by following the instructions found here: Install Facebook Messenger (New CMS).

To finalize the setup, you will add your Facebook Page ID, the Greeting Text, and then select a Theme Color. Be sure to click "Save" and the Facebook Messenger will be installed and ready to use on your Chime site. 

 

Live Chat Explanation

If you have enabled "Live Chat" in the Chat Mode setting of the CMS, this section outlines how that will actually work.

 

First, a site visitor will click on the chat bubble in the bottom-right of your website:

 

They will be asked to register in order to communicate with you. They will provide their information and then click on the Register button:

 

After clicking on Register, the questionnaire will appear to them:

 

They would then need to click on the chat box again in order to send a message. When doing so, they will see a window like the following appear:

 

The site visitor/lead can send a message via the chat box:

 

Within the CRM, you can click on the chat bubble in the bottom-right to access website chat conversations:

 

Within the Chime CRM, you can respond directly within the chat window:

 

That response will be received by the lead in their session on your website:

 

AND the lead will receive that message on their cell phone as well (if compatible) if they provided it during registration.

 

If the lead responds from the website chat box, it will not appear within the text message conversation. For example, the screenshot below shows a response sent by the lead on the website chat box (not via text message). The lead will see any responses from the agent, but not their own messages if sent from the web chat box.

 

If the lead messages back via text message (instead of via the website chat box), that message will not appear in the website chat box. In other words, the lead should choose one communication channel and use that.

 

On the agent side, within Chime, all communication is recorded in the message bubble: 

 

Any messages sent/received via text message (after being initiated via the website chat box) will be synced to the lead profile. If they respond via the website chat box instead, that communication is not recorded on the lead profile.

  

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@chimeinc.com> or by phone at 1 (855) 981-7557.