The Engagement Window Studio
To provide a consistent experience across devices, you can design identical engagement windows for both desktop and mobile versions of Live Assist. Using the Engagement window studio, design a chat window once and use it across many engagements.
To access the Engagement window studio:
1. Open the Engagement window library.
2. Hover over an existing window design and click Edit
or
click Add new to design a new window. (After you design the window it will be added to your Engagement window library.)
The Engagement window studio opens.
Note: In the Engagement window library, you can delete window designs that are not in use by clicking the Action menu and selecting Delete. In addition, you can set a default window design by clicking the Action menu and selecting Set as default.
Hover over the link icon on each window to learn which campaigns are using this window.
The Engagement window studio displays the look and feel of both desktop and mobile windows. Any change you perform to the design of the desktop window takes effect in the mobile window as well.
Using the Engagement window studio, you can:
- Customize the look and feel of engagement windows.
- Add your company’s logo, a picture of your agent, or another image.
- Add surveys.
- Add action buttons, e.g, to request an email of the chat transcript.
To edit the window name and description:
1. Click the window name (in this example, Support).
2. Enter a new window name and type in a description. The window name and description are used to help you identify windows in the library. The name and description displays in the Engagement window library.
To select a predefined color scheme for your window
1. Click the Look and feel customization button.
2. Select your preferred theme. You can choose a theme and use it as a base for further customization.
To customize chat window elements:
You can fully customize the chat window to suit your brand by changing the colors, fonts, visitor bubble, agent bubble, system messages, info line and chat window background. Click each of the window elements and follow the steps below:
1. Click an element;
2. From the properties window, customize the element according to your brand.
3. You can change the icon set of some elements to suit the background.
Tip: Choose bright icons for dark backgrounds and dark icons for bright backgrounds.
Note: Surveys and dialogs inherit the main chat window’s colors.
- The background color is the same as the chat window background.
- Text is the same color and font as the Automatic Messages.
- Buttons have the same look and feel of the title bar
To add your company’s logo to the window:
1. Click the Add Element button.
2. Click the +Add button.
3. Insert the URL of the image.
4. Click the checkmark button to save.
5. Choose a background color, if you’d like.
Note: If your logo is not the full body width of the window, the background color will be displayed on the sides.
Note: If you add a logo but don’t add an image, an error will display on the page highlighted in red. At this point, you must add your image URL.
To add an image to the window:
1. Click the Add Element button. The Add element menu opens.
2. Click Select to add an image.
3. Select an image from the Gallery or click Custom to add your own image.
4. Choose a background color, if you’d like.
Note: If your image is not full body width of the window, the background color will be displayed on the sides.
To add additional functionality to your window:
1. Click the Action menu button or click the + button in the desktop preview.
2. Select the action buttons that you would like to add, e.g., email transcripts. A preview displays on the screen.
3. To change the colour of the Action menu, click the actions area in the chat window. The action window will open.
4. Change the font, background colour and/or icon colour (dark or bright), as desired.
To add and edit surveys:
Click the Views drop-down menu to view the list of surveys. Then do one or more of the following:
- Click a survey enable button to enable and edit it.
- Click a survey to edit it.
- Click a question to edit or delete it.
- Click Add Question to add a new question.
Note: Surveys and dialogs inherit the main chat window’s colors (see example below.)
- The background color is the same as the chat window background.
- Text is the same color and font as the Automatic Messages.
- Buttons inherit the look and feel of the title bar.
