The Webchat channel allows you to make calls via your company's website. Through Webchat, which is the interface available on the website, customers can "call" your service operation for an interaction.
Webchat is an online communication tool that allows real-time interactions between users via a web interface. It is often used on websites and online platforms to offer customer support, facilitate sales, create communities or simply allow visitors to interact with each other.
One of the main advantages of Webchat is the convenience of being able to communicate directly without the need to install additional applications, making it accessible to a wide range of users.
To access this channel, go to Zenvia Chat - Administrator Profile > Settings > Channels > Webchat.
⚠️ Attention: If there is a chatbot in the channel flow, the following steps should not be carried out in Zenvia Chat.
By clicking on the Go to Zenvia APP button, you will be directed to the creation of this Webchat. To do this, follow the steps below:
- Choose a name for your Webchat.
- Customize the appearance of the Webchat.
- Customize the interaction, choose the Webchat logo and the “little balloon” icon for the messages sent by the system and the attendant.
- Define the Webchat's behavior.
Once you've finished creating Webchat in the Zenvia App, it's time to go back to Zenvia Chat. To get the Webchat link, click on the gear icon, as shown below.
Back in Zenvia Chat, click on the + icon in the top right-hand corner. A modal will then appear. In it, you must choose a Webchat registered in the Zenvia App and link this Webchat to a department. The Webchat will then be registered in Zenvia Chat and will be available to create an automation. When you click on the three dots in the Actions column, you must click on Edit Automation.
On this screen you can configure some automations for Webchat, such as:
- Give this automation a name;
- Ask your customer for some data such as Name and Email;
- Allow your customer to choose which department they would like to talk to;
- Define opening hours;
- Set a transfer message from the automation to the human service.
That's it! After these steps, you will have a Webchat with automation integrated directly into Zenvia Chat.