Customize your GC widget 

You can now modify:

1. Widget logo:
   
1. Upload your brand logo to personalize the widget header.
   
2. Theme color:
   
1. Choose a color that aligns with your brand’s theme for the widget interface.
   
3. Greeting messages and media:
1. Set a default greeting text specific to the languages.
   
2. Add media (images, GIFs, videos) to create an engaging experience.
   
4. Launcher icon and shape:
1. Choose a custom icon (e.g., chat bubble, question mark) for the launcher.
   
2. Adjust the shape to be circular, square, or chat bubble shaped.
   
5. Launcher position:
   
1. Position the launcher at the bottom-left, bottom-right, or any custom location on the screen.
   
6. Background pattern:
   
1. Customize the widget with a patterned or a plain design.
   
7. Powered by branding:
   
1. Option to display or remove the “Powered by” branding text.
   
8. Call-out messages:
   
1. Configure messages to prompt user interaction 
   

1. End options:
   
1. Control user actions at the end of the session:
   
1. End session: Ends the session with an option to start a new session or retain and restart the session.
   
1. Start a new session: Clears previous session history and starts a fresh one.
   
2. Retain and restart the session: Retains the previous session and restarts it.
   
2. Create a new session: Ask the user whether to proceed with a new session or close the widget. This option clears the previous session history and creates a new session for the user.
   
2. Idle session timeout:
   
1. Set a timeout period to manage idle sessions effectively.
   
1. A pop-up will prompt the user to continue or restart the chat after inactivity.
   
2. The maximum session timeout is 23:59 hours (24 hours triggers an automatic session timeout).
   
3. If inactive for more than 24 hours, the session cannot be continued.
   

1. Multilingual options:
   
1. Enable language selection within the widget to provide a localized experience for users.
   

Sharing GC Widget  

Once the flows are published and enabled, the administrator can share it with the customers or agents using the following options:

Embed

Embed the code snippet on the webpage . You can embed different widgets in different webpages. Widgets can be customized within the web-app design which includes the placement of the widget, the widget shape and the way the bubbles appear within the widget. This will allow you to view the GC flows within a chat widget in your help center. Also, it allows GC flows to be invoked as a chat widget from any HTML page

iFrame

Use iFrame to display the chat widget right within a blog post or article . It also facilitates to open the chat widget in the rich text editor. For example, in any help center, GC flows can be invoked from the following areas —  Ticket Reply editor, Add form Editor, Comment Box, KB Editor etc.

 

QR code

Share the QR code in social channels such as Whatsapp, Instagram, Telegram, LINE, Messenger for customers to access the GC flow as a chat widget in a separate web page with a public URL.

 

Public URL

Share the public URL for anyone to access the chat widget. Similar to the QR code, when URL is invoked by the user, GC chat widget gets loaded in a separate web page with a public URL.

 

Mobile SDK

Use Mobile SDK , to provide access to the GC chat from your mobile application. It loads the entire flow within the third-party app.   

Steps to select the sharing option for a GC widget

1. Go to the GC Widgets list view and hover on the desired widget.

2. Click the Share icon and select an option to share the flow with customers.

3. You can select, Embed, iFrame, QR Code, Public URL or Mobile SDK.

If you select Embed, iFrame or Public URL, click Copy to copy the code.

If you select QR code , click Download or Print.   

   

For example, if you want the customers to experience dual benefit of live chat where the chat can take place with a support agent along with the GC chat flow, then you can associate the flow with ASAP add-on.

See also Embedding ASAP add-on

To facilitate live chat you must enable it via SalesIQ in ASAP.

Steps to associate flows with ASAP

1. Go to Setup > Self Service > ASAP.

2. Click the name of the add-on in which you want to include conversation flows.

3. Under the Tab Selection, hover over the Chat tab.

4. Click the Settings icon corresponding to the Chat tab.

5. Under the Chatbot Settings section, enable the Guided Conversations toggle button.

6. Click the Associate Guided Conversations Widget link.

7. Click the Select link to view the list of available conversation flows.

8. Select the GC flows that you want to associate with the add-on and click Add.

9. Click Save/Update.

Points to note when creating a GC bot widget:

1. Note that the option to embed the chat widget will NOT be available if the widget permission is set as agents only.
   
2. Invoking the GC flow via the QR code from mobile phone currently would render mobile optimized GC chat widget and not the mobile app.
   
3. Agent widget cannot be customized.
   
4. 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.
   
5. 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.
   
6. If the widget is deleted during an active session, it will disappear from where the bot is embedded.