What can GC widgets do?

• Provide 24/7 support, helping customers anytime, even outside business hours.

• Automate repetitive tasks and common queries.

• Lower operational costs while maintaining high-quality service.

• Offer quick and consistent responses.

• Enhance customer experience with tailored responses.

• Handle multiple queries simultaneously, scaling support as needed.

• Capture leads through proactive engagement.

• Integrate with other systems, streamlining workflows.

• Can be customized to match business branding for a consistent website look.
  

Types of GC widgets:

• Agent widget
  

Use case:

A software company requires an automated way to empower their support reps with guides on some of the common but complicated troubleshooting methods when they are escalated to them.

Solution:

Widgets provide the steps to common troubleshooting methods, enabling agents to provide accurate and helpful solutions to users over the phone.

1. Agent widgets are only accessible through the Zoho Desk portal. You can select which agents can access the widget. 
   

1. During an active session, if the widget has been deleted, the conversation screen will not load. Additionally, if the user attempts to restart the conversation, the widget launcher will no longer exist.
   

• End-user widget

These widgets are created for customers to interact directly with the bot. They provide automated support, answer questions, and guide users through processes in a conversational way. These widgets are highly customizable and can be built to match the brand image easily.

Use case:

A conference organizer needs a way to automate the way the attendees register and get the specific conference updates that they require.

Solution:

Simplifies event registration, answers FAQs, and shows the conference updates to attendees as per their requirements.

Points to remember

1. The number of flows that can be associated with one widget is 25.
   
2. A total of six widgets can be created:
   

            Number of end-user widgets: 5

            Number of agents widgets: 1

Widget customization

End-user widgets can be tailored to match your business needs and brand identity. You have the flexibility to customize various elements, such as theme colors and launcher design, ensuring that the widgets seamlessly integrate with your overall brand image. This allows you to maintain a consistent and professional appearance across all user interactions, enhancing the user experience and reinforcing your brand's visual identity.

The end-user widgets can be embedded on these platforms:

• Web
  
• iOS
  
• Android
  

End-user widgets can be embedded on these channels:

1. WhatsApp
   
2. Facebook Messenger
   
3. Telegram
   
4. Instagram
   
5. Line

How to setup automated messages  

System generated messages such as welcome messages, selection of a flow when multiple flows are associated to a widget, and the chat ending messages can be configured and displayed to the users. By default, we offer editable messages that can be customized to fit your needs.

Once the chat ends, the widget can be configured to perform one of the below options:

1. End session - The current chat session will end with a popup message. Admins can also use a custom message to show that the session has ended.
2. Restart session - The session will be reloaded while the current conversation history will be retained.
3. Create a new session - The current conversation will be cleared and a new chat session will begin.
   
   

Guided conversations don't retain chat conversations for the end users. The existing conversation will be deleted right away when a new session is created. However, for sessions that are ended or restarted, the conversation history will be deleted within 24 hours of session completion.

During an active session, if the widget is edited, it will continue to render as it is. However, once the user re-publishes with the new edits, those changes will only be reflected when the user restarts the conversation.

Even if one flow associated with a widget is deleted during an active session, the widget will also be deleted.