How to set up a website channel?

In this article, you will learn about the following information:

How to set up a website channel?
Additional channel settings

How to set up a website channel?

Go to Settings → Inboxes → Add Inbox.

Select Website Chat.

Fill in the following fields:

Website Name. Enter your website's name. For example, Example.
Website Domain. Enter your website's URL. For example, www.example.com.
Widget Color. Click on the palette and select a color for your website's online chat widget.
Welcome Title. Write a greeting message before the conversation begins for your clients. For example, "Hello 👋".
Welcome Tagline. For example, "If you have questions — write in the chat. We are here 😊".
Enable channel greeting. After the client sends the first message, you can set up automatic response sending. Select Enabled.
Channel greeting message. This field will appear if you enable the channel greeting. Write the reply that the client will see after sending their first message, e.g., "BrandWizard usually responds within a few minutes."

Once all data is entered, click the Create inbox button.

Select agents and click Add Agents.

Conversations will be directed only to agents associated with this inbox. Even if you are an Administrator, you need to add yourself as an agent to this channel to see its messages.

You have successfully created a website inbox. Copy the code provided below and embed it on your website. The next time a client writes in the chat, the conversation will automatically appear in Multichat.

If you click the More settings button, you will go to additional channel settings. Clicking Take me there will take you directly to the conversation of the newly created channel.

Additional channel settings

The created website channel should appear in the list under Inboxes. To view or change additional settings, go to Settings → Inboxes, then click the gear icon on the channel.

You will see the following page:

"Settings" section

You can configure various features for your chat. The description of the fields is as follows:

Channel Avatar. Add an image of the inbox.
Website Name. Change the inbox name if needed.
Website Domain. Change your website's URL if necessary.
Welcome Heading. Write a greeting message for your clients before the conversation begins. For example, "Hello 👋".
Welcome Tagline. For example, "If you have questions — write in the chat. We are here 😊".
Widget Color. Click on the palette and select a color for your website's online chat widget.
Enable channel greeting. After the client sends the first message, you can set up automatic response sending. Select Enabled.
Channel greeting message: This field will appear if you enable the channel greeting. Write the reply the client will see after their first message, e.g., "Brand usually responds within a few minutes."
Set Reply time. Set the time that will be displayed to the user so they understand when they will receive a reply. This response time will appear in the online chat widget.
Enable email collect box. Turn on to automatically display a message to collect the client's email at the start of the conversation. The client will be prompted to enter their email.
Allow messages after conversation resolved. Allow users to send messages even after the conversation has ended.
Enable conversation continuity via email. Conversations will continue via email if an email contact is available.

Next, you can check the following options:

Display file picker on the widget. The client will see a button to attach files.
Display emoji picker on the widget. The client will see a button to add emojis.
Allow users to end conversation from the widget. The client can end the conversation themselves.
Use inbox name and avatar for the bot. The widget will display the name of the created channel and the added image.

At the end, choose the name that will be visible to the client when they receive messages from your agents.

Click Update to save changes.

"Collaborators" section

Click on the Collaborators tab. Here, you can add or remove agents for the inbox. You can also enable or disable automatic assignment of new conversations to agents added to this inbox. If needed, limit the maximum number of conversations from the inbox that can be automatically assigned to one agent. Click Update to save changes.

"Business Hours" section

Go to the Business Hours tab. In this section, you can set your team's working schedule. To activate the working mode, check the box Enable business availability for this inbox.

After selecting the checkbox, you will be able to compose a message for clients, which will be displayed outside of working hours.
You can also set the working hours for each day of the week, considering the selected time zone.

After changing the settings, click the Update business hours settings button.

"CSAT" section

Enable CSAT. After that, your customer satisfaction survey will be automatically sent at the end of the conversation. You can view CSAT results later in the Reports section.

"Pre Chat Forms" section

Go to the Pre Chat Forms tab. This allows you to collect client information immediately after they open the chat or website widget. It can be used to gather data such as name, email, and other details before starting the chat.

Fill in the following fields:

Enable pre chat form. Select Yes if you want to use a form before the chat. Select No to keep it disabled.
Pre chat message. Write the message to start the interaction with the client. For example: "Hello, we need additional information to assist you better."
Pre chat form fields. Select the necessary fields. Provide names and placeholder hints that will be shown to clients.
Attention! Name, Email, and Phone are the only standard attributes for the pre-chat form. Other fields you see are created through custom attributes. If you need such attributes, create them first. More details can be found here.

Click Update Pre-Chat Form Settings. The pre-chat form is now activated.

"Widget Builder" section

Here, you can customize the appearance of your widget through simple parameters. You will see the changes in real time.

"Configuration" section

Go to the Configuration tab. Here, you can find the code that needs to be copied and pasted into your website if you haven't already done this during the inbox creation stage.