Create a web chat

All chats created via web chat automatically generate cases in Contact Center .

Step 1 – Open the web chat settings

• Click the gear icon at the bottom of the menu on the left to open the organization settings.

• Select Contact Center and then Web Chats .

Step 2 – Create the web chat

1. Click Create a new web chat .

2. Give the web chat a name, for example Customer Care .

3. Set opening hours.

4. Enter a welcome message for opening hours (example: “Welcome to the Company, how can I help you?” ).

5. Enter a welcome message for closed hours (example: “Welcome to the Company, chat is open 8:00 AM–5:00 PM.” ).

6. Select agents for the web chat (more can be added later).

7. Select supervisors for the web chat (more can be added later).
   

   Only users with a Contact Center Agent license can be supervisors.

8. Click Save .

Step 3 – Connect web chat to Contact Center

• Once the web chat is created, connect it to a web widget.

• Follow the Connect Web Chat to Contact Center wizard to complete the connection.

Step 4 – Remove web chat

• Open the web chat you want to delete.

• Click Delete .

• When a web chat is deleted:
  • The chat channel disappears and no longer appears in widgets.

  • All cases are archived and can only be accessed by users with permission to change organizational settings in Contact Center via the search function.