Quick Start Guide for Web Chat

Owned by SUPPORT
Last updated: Jul 20, 2023
2 min read

This article acquaints you with the features that CloudFon Web Chat provides and the steps you need to take to start using Web Chat, involves creating your team, configuring the features you want to use, customizing the look and feel of the Web Chat window, so it looks good on your website, and then adding the chat widget to your website once you are ready.

Step 1. Log in to The Control Panel

Once your account is ready, you can log in to the CloudFon Control Panel. The Real-time Dashboard appears after your login.

Step 2. Add Agents, Set up Your Chat Queues

You can start accepting chats and use the features and settings you just configured when your agents and queues are ready. Read through the details of the People menu options and learn to add and configure them: 

  • Agents: Agents serve as the face of your organization for your visitors. To learn more about setting up agents, see this article. 

  • Chat Queues: A queue represents a business unit in your organization with specific responsibilities. You can create multiple queues to group your agents according to their responsibilities. To learn more about setting up queues, see this article. 

Note: Enable the Auto-Distribution in the queue setting, if you want the chats and messages to get forwarded to the correct queues and agents. 

Step 3. Personalize Your Web Widget

  • Widget: You can create and deploy multiple widgets. This enables you to offer personalized support to your customers. To learn more about managing multiple widgets, see this article. 

  • Widget Design: You can rebrand the Omni-widget (web messenger) to reflect your business brand and put out your brand on your website. To learn more about customizing widgets, see this article. 

  • Add more social channels: Your customers can reach you through different social channels easily on your website. To learn more about adding social channels in your widgets, see this article. 

Step 4. Set up Routing Rules

The Routing Rules feature allows you to efficiently route web visitors to designated queues based on visitors' conditions. To learn more about Routing Rules, see this article.

Step 5. Install the Web Widget Code and Go live

Once you are done exploring the Control Panel, setting up your Widget, and configuring your Web Chat Settings, you are ready to make Web Chat available to your visitors.
To learn more about installing a web widget on your website, see this article.