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Link Web Chat to a Flow

When a Web Chat widget is connected to a Chat Flow node, it opens up the power of a workflow for a web-based experience.

How to link Web Chat to a Flow

  1. In Chat Flow, select the production environment.

  2. Click on the ‘Routing’ keyword under ‘Configuration’, and then select the Web Chat icon. If the icon is not visible it will need to be added via an admin interface – reach out to the Web Chat product manager for assistance.

  1. In the first column, titled “API ID, paste the widget id (received as part of the setup), and select the flow node, and starting position.

  2. Save the details and confirm using the Web Chat widget that the flow is returning content as expected.

How to add a keyword

Using a keyword is a convenient way to target a specific workflow for a web-based experience.

  1. In Chat Flow, select the production environment.

  2. Click on the ‘Keywords’ option under ‘Configuration’, and then select the Web Chat icon. If the icon is not visible it will need to be added via an admin interface – reach out to the Web Chat product manager for assistance.

  1. Click the “New Keyword Group”, and type the relevant keyword into the text box. Next, select the flow node and starting position.

  2. Save the details and confirm using the Web Chat widget that the flow is returning content as expected when using the keyword.

How to display a menu node as list buttons

There are some settings (e.g. for menus) for the Web Chat channel to make it display more appropriately:

Displaying a menu node as list buttons

There are some settings (e.g. for menus, etc) for the Web Chat channel to make it display more appropriately either as Reply Buttons (less than 5 options), List buttons (less than 10 options) and numbered lists (10 or more)

How to display a menu node as list buttons

There are some settings (e.g. for menus) for the Web Chat channel to make it display more appropriately:

  • Reply Buttons (less than 5 options)

  • List buttons (less than 10 options)

  • Numbered lists (10 or more)

Adding Chat Desk

Adding a Chat Desk node to the relevant flow will automatically enable the powerful agent desk features to be available via Web Chat. When doing this, be sure to select the correct sandbox and production keys.

Adding Clickatell AI

Adding a Clickatell AI node to the relevant flow will make the AI assistant available on Web Chat. Ensure that the correct assistant's details are selected when doing this.

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