WebChat Integration

WebChat is a way to communicate with clients visiting your website in real time. The WebChat integration allows you to receive and send messages to clients directly from the Chats platform interface.

Setting Up the WebChat Integration

To connect WebChat to the system, go to the Control Panel in the console and follow the steps below:

Under Accounts / Social:

1. Locate WebChat and click the settings button (gear icon).

2. Click Add.

On the next page:

1. Enter a name for the account (this name will be displayed in the system interface);
2. Enter the manager name (this can be a general name, e.g. Support). This name will be displayed to clients who contact you via WebChat;
3. Upload a manager avatar (image), if needed;
4. If needed, enable the autoreply and configure it (message text, timer);
5. Select an AI assistant (if needed). To create a new one or manage existing ones, click AI assistant management (the autoreply must be enabled for the assistant to work in a chat). Learn more about AI tools in Chats here;
6. If needed, enable auto-assignment by selecting Round Robin — in this mode, the system evenly distributes incoming requests among users;
7. Click + Add User to specify who will have access to this integration.

After clicking + Add User, a new row will appear where you can:

1. Select the user you want to add;
2. Set the access level (All Chats or Only Assigned Chats). The Only Assigned Chats access level narrows the user’s visibility to only those chats assigned to them;

To revoke a user’s access, click the trash icon next to that user.

3. Once you have finished configuring the connection, click Add.

A popup window will appear with the widget connection code — copy the entire code by clicking the corresponding button and embed it on your website following the provided instructions. If you are not responsible for system administration or website management, pass the code along with the instructions to that person on your team.

After that, click Close. You can always view and copy the widget connection code again by going to this integration’s settings and clicking View Code.

You will see a status of Adding — wait a moment (this usually takes a few seconds) and refresh the page. The status should change to Ready.

Usage

From this point on, all client messages sent to your webchat will be stored in the system. You can view and send messages via the interface under the WebChat tab (Chats module → Chats section → WebChat tab). If you have added multiple connections, you can switch between them using the dropdown menu.

For more information about the platform’s features, see the Chats Module page.

Editing and Deleting the Connection

You can edit or delete the integration from the Control Panel. Go to Accounts / Social and follow the steps below:

1. Locate WebChat and click the gear icon (settings).

2. Select the account you want to edit and click the gear icon (settings).

Here you can edit the connection (view and copy the widget code, update the autoreply or AI settings, rename the connection, add or remove users, change access permissions, etc.), as well as delete the connection.

To delete the integration:

3. Click Delete;
4. Confirm the deletion by clicking Delete again.