Webchat
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      1. Onboarding Guide
      2. Getting Started with Omni
      3. Webchat

      How do I set up webchat?

      Choose a location. Projects and queues. Flows. Inbound route.

      As with most channels into Omni, to serve webchat conversations in your environment, you will need:

      • An inbound route.
      • A flow (usually).
      • A message queue.
      • A project.

      For webchat, you will also need:

      • A web page for the webchat to be installed to.

      Choose where chat is to be hosted

      The first step in setting up webchat is to decide where the chat will be hosted. 

      Make sure you know the URL of the page the chat will appear on, you will need that when setting up the inbound route in LeadDesk.

      Create projects and queues

      Next, go to LeadDesk and set up your queue and project.

      • As with all message channels, it is possible to use existing message queues and projects for a webchat channel.
      • You may wish to consider having a separate queue and/or project as reporting for webchats looks quite different from other message channels.

      Create a flow

      While it is possible to pass from an inbound route straight to a queue, you may wish to consider using a flow to handle the messages first.

      • As with calls, webchat relies on live agents to be available to handle them. If you do not have agents available around the clock, use the Timing applet to handle out of hours chat requests.
      • Use the Queue applet to pass messages to a message channel queue and project as normal.
      • If you are using the out of hours chatbot to handle messages when agents are not around, use the Chatbot applet to pass messages.

      Create the inbound route

      To create a new inbound route, in your Admin account:

      1. Go to the Inbound page.
      2. Go to the Inbound routes subpage.
      3. Click the Create button.

      1. In the Destination settings dialog, click the Type drop-down list and select Webchat.
      2. In the WebChat domain, type the address of the website where the chat widget will be hosted. Do not include http:// or https:// in the address.
      3. The Connector Id is automatically generated.

      It is a good idea to copy and paste the Connector ID into a text file, you will need it when you install the webchat widget to the site.

      Choosing the destination

      In general, the best option for Destination type will be to select Flow. You can then handle each new chat before it reaches the agents.

      That said, Destination type let's you choose:

      • Flow
      • LeadML
      • Queue

      Your choice will determine what other fields you need to complete. 

      Flow

      Before selecting this option you will need to have created the flow you wish to connect to. To direct messages to that flow:

      1. Click the Destination type drop-down list and select Flow.
      2. Click the Flow drop-down list and select the desired flow.
      3. Click OK.

      LeadML

      LeadML is the language used to create flows. It is possible you might have created LeadML code outside the Flow tool and this option lets you link to that.

      1. Click the Destination type drop-down list and select LeadML.
      2. Type the LeadML name.
      3. Type (or more likely paste!) the URL of your LeadML code.
      4. Click OK.

      Queue

      You can also direct messages straight to an Omnichannel queue.

      1. Click the Destination type drop-down list and select Queue.
      2. Click the Message channel queue drop-down list and select the appropriate queue.
      3. Click the Project drop-down list and select the appropriate project.
      4. Click OK.