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Website Chat Widget

Add the Respond.io Website Chat Widget to your site.
The Website Chat Widget allows website visitors to contact you via live chat or through other Messaging Channels you have connected.

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Connecting Website Chat Widget

Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Add Channel Press Add Channel and choose Website Chat. The Connecting Website Chat Widget dialog should open up.
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Step 3: Specify Website Fill in the website(s) where the Widget will be added. Refer to the following on how websites can be whitelisted.
  • If the user adds https://app.respond.io then only https://app.respond.io will be whitelisted. Any other subdomain or root should not work.
  • If the user adds https://*.respond.io , then all subdomains including the root domain will be whitelisted.
  • If the user adds https://respond.io , then only the root domain will be whitelisted.
Step 4: Select a Theme Color Using the interactive color picker, select a theme color for the chat widget.
Tips: Choose a color that matches your brand color and website!
Step 5: Select a Display Icon for the Widget Choose an icon that would like to show on the website for the widget. If you prefer to upload a customised icon, you can upload a square icon with a recommended size of 256px x 256px.
Widget can be further customized once connected.
Step 6: Follow through the steps at the platform Once you have specified the necessary, press NEXT to follow through.
Step 7. Install the Script You can add the generated script to your preferred website. Alternatively, you can send the installation instructions to someone else via email.
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Installing the Chat Widget

You may require a webmaster or technical admin to assist in installing the chat widget on the website. Please seek assistance if necessary!
Depending on what system you use to create and manage your website, we have created a step by step guides to walk you through installing a Chat Widget onto your website.
For other platforms or services, navigate to HTML source of the page. Paste the script before the </body> tag.
<body>
...
...
...
<!-- PASTE SCRIPT HERE -->
</body>
If you require assistance, you can choose to forward the script along with installation instructions to your website administrator. Select the respective checkbox and enter the email address of someone who can help you install the chat plugin.
The respond.io Website Chat Widget will appear on your site once the script has been successfully installed.

Customize the Chat Widget

Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Website Chat channel Once you have located the Website Chat channel, press CUSTOMIZE
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Step 3: Customize Website Chat
You can use the fields below to customize the Website Widget to match the website's appearance so the widget will look seamless.

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On the right side of the page, there is a preview of website chat widget. Any customization made to the widget will reflect on the widget. This helps users to get a better idea of what they are customizing.

Display & Appearance

You may customize the following to change the display appearance of the widget on the website.

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Field
Description
Theme Color
The chosen color will be used as the primary color of your widget.
Text Color
The chosen color will be used as the primary text color of your widget.
Website Chat Icon
The selected icon is used inside the widget bubble together with the Theme Color. You can upload a custom icon if necessary.
Popup Message
The Popup Message is shown to website visitors once per day 5 seconds after the page load. If not defined, no popup message will appear to the website visitors.
Validation for Website Chat Icon :-
  • Maximum file size: 1MB
  • Maximum file dimension: 256 x 256 px
  • Shape: Square

Position

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Field
Description
Align To
User can choose to specify a position whether to display the widget on the left or right of the platform
Vertical Spacing
User can specify the amount of vertical spacing between the website chat widget and the bottom of the screen
Horizontal Spacing
User can specify the amount of horizontal spacing between the website chat widget and the side of the screen
Widget Size
User can choose the size of the widget from Small, Standard or Large.
Display Options
User can choose to display this widget on desktop, mobile devices or both.

Header Elements

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Field
Description
Title
The Title will show at the top of your chat widget
Tagline
The Tagline will be displayed under the title
Website Chat Logo
Drop your logo image here so it will show at the top of the Website Chat. The format can either be in PNG, SVG or JPG and the file size is not more than 1.0 MB.
Channel Icons
This option will enable contacts to contact you through their preferred channel providing the options are given. You can add up to six channels and it will be shown at the top of the Website Chat Widget.
Validation for Website Chat Logo:-
  • Maximum file size: 4MB
  • Maximum file dimension: 1024 x 1024 px
  • Shape: Square

Channel Icons

If the Website Chat Widget has never been configured before, connected channels with adequate information will be listed by default as Widget channel links.

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You may add the widget channel links and specify the necessary information for the selected channel.
Here is the list of Input Field required for each of the Channel Links supported.
Channel Links
Input Field Required
WhatsApp
WhatsApp Phone Number
Facebook Messenger
Facebook Page ID
Telegram
Telegram Botname
Twitter
Twitter ID
LINE
LINE ID
Viber
Viber Public Account Name
SMS
SMS Phone Number
Email
Email Address
Phone Call
Phone Number
Custom Link
URL Address and Icon
Custom QR
QR Image and Icon
Validation for Channel Icon :-
  • Maximum file size: 1MB
  • Maximum file dimension: 256 x 256 px
  • Shape: Square

Pre-Chat Form

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nabling this option will add a pre-chat form to your Website Chat. If enabled, your website visitors will be presented with a form to fill before they start the chat.
With this option enabled, you can include additional custom fields when necessary. In addition to that, you can also customize the label for the default fields on how they appear to your contacts.
The field labels can be customised to a different language to match the website's language.

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Additional Settings

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Field
Description
Input Bar Text
This text will function as a placeholder in the typing area
Text Font
The font that will be used to display the font in the website chat widget

Restrict Incoming Attachments

When this option is checked, the website visitor does not have an option to attach an attachment in the website chat widget.

Keep website chat hidden

When using this option the widget will be completely hidden. Until the Anchor Reference has been clicked.
#webchat_widget
Using the above anchor you can create a button on your page, to open the widget once clicked.

Hide Respond.io Branding

Using this option you can remove the respond.io Branding from your Widget.
This option is not available on the Free Plan.

Channel Configuration

Website Chat channel can be configured with a unique: - Channel Name - Website Domain(s)
Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Website Chat channel Once you have located the Website Chat channel, press Configure

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Step 3: Make the necessary configuration
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You can configure the following:
  • Channel Name - Name used internally to identify the account
  • Website Domains - The website on which the widget is to be installed.
Important: If you do not add your website to this list, your widget will not load. You can enter multiple URLs if you plan on installing the plugin to multiple websites.
Step 4: Update the configuration Press Done to update the channel configuration

Identify Logged-in Users (W.I.P)

This feature will be released in the next version.
The logged-in users of your website can be identified by adding a simple JavaScript code in your website code. Once the identifier passed is matched with an existing contact, the previous conversation will be resumed.
Guide on how to use the code
  • Edit the code to send respond.io the identifier of the current logged in user, it can be email address or user_id or any other contact field
  • You can also send respond.io Contacts Fields associated with your users so we will store the contact field during contact creation process. The field_id can be found in the Contact Fields module.
  • The script for identify logged-in users must be placed above the website chat code that can be found in website chat configuration dialog
  • Please note that if you are using this feature, pre-chat form will be ignored which means contacts do not need to fill up their information before initiating a conversation
<script>
window.__respondio_settings = {
identifier: '[email protected]',
firstName: 'Jane',
lastName: 'Doe',
phone: '60123456789',
// Custom Fields
custom_fields: {
// slugs of custom fields
order: 1234,
business_plan: 'Enterprise',
},
};
</script>
<!-- This site is converting visitors into subscribers and customers with https://respond.io --><script id="respondio__widget" src="https://cdn-staging.respond.io/webchat/widget/widget.js?cId=ac37d6ced587cab720c5b05a1bc209c331c66c19b1e7e6069e5807491fb2a7dc"></script><!-- https://respond.io -->
The example above is passing email address as identifier and during contact creation process, all the contact fields passed will be stored.

Troubleshoot

Messages failed to be sent to contact

There could be a few reasons why the messages failed:-
  1. 1.
    Contact has left the website
  2. 2.
    Contact's inactivity may exceed the timeout period
  3. 3.
    Contact's client may have internet connection issues

Widget Not Appearing on Website

  1. 1.
    Make sure the code is installed correctly. Refer to the instructions here on how to install the website chat widget.
  2. 2.
    Be sure to whitelist the website where the widget is to be installed. Refer to Step 3 from this section on how to whitelist your domain.
Having trouble with the channel? Contact us here!