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Chat Box Settings

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Chime Support
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Introduction

In the CMS Tool, you can edit the settings associated with the chat box that appears on your website. This is 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 takes priority.

 

Summary

 

Edit Chat Box Settings

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

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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.
Enabling this setting will display the chat box. Disabling will keep the chat box from appearing on the website at all.

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Here, you can decide whether to show the Company or the Agent as the Chat Agent. If you choose "Company", the Chat Box leads will be company leads.

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If you choose "Agent", next select the agent from the available list.

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Decide whether to display agent information or company information on the chat box.

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

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The Chat Bubble Design and Text can also be adjusted. Here, decide whether you want the chat bubble to always appear, or only appear when the visitor hovers in the lower right corner.

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"Main Theme Color" changes will affect the following:

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

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The bubble close option can be enabled to allow visitors to close the chat box.

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For Chat Mode, the "Live Chat" option will require a text package in order to use, 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. If you have purchased an AI Assistant, the CMS system will automatically choose the AI Assistant as the Chat Mode.

 

Facebook Messenger

If you turn on the "Facebook Messenger" option, the Chime chat box will be hidden 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.

To finalize the setup, add your Facebook Page ID. Be sure to click "Save" and Facebook Messenger will be installed and ready to use on your Chime site. 

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Live Chat Explanation

This section outlines how the "Live Chat" in the Chat Mode setting will actually work.

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

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

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

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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:

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

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

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

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

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The lead will also receive that message on their cell phone (if compatible) if they provided it during registration.

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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.

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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.

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

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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.

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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>, by phone at 1 (855) 981-7557, or by a chat with us through your Chime CRM. 

 

 

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