For web messaging and live chat engagements, the engagement window hosts the conversation. In the engagement window studio, brands can fully customize and tailor the window, with control over every aspect, from fonts and button style to icon colors and positioning.
Using the Engagement window studio, you can:
- Customize the look and feel of the conversation window
- Add a window header, a picture of your agent, or another image
- Add and edit surveys
- Customize the consumer action menus, e.g, to request an email of the chat transcript
- Configure emoji support
- and more!
The Engagement Window Studio Basics
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 conversation window once and use it across any number of 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. Once you have designed the window it will be added to your Engagement window library for future use.
3. After clicking Add new, 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.
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 will display in the Engagement window library to help you identify different items in the library.
Customize the Look and Feel
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. Select each of the window elements and follow the steps below:
1. Click on 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:
- 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 as the title bar.
To add a header 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. Insert a Target URL that will open in a new tab when the header is clicked
6. Add alternate text that will display when the image fails to load, or for visitors who require visual aid (this ensures the header meets accessibility standards).
7. Choose a background color, if you’d like.
8. Set the position of the header: left, right or middle.
9. Choose between pinning the header to the top of the window, or letting it scroll up during the conversation.
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. If you upload images with a height of more than the recommended sizes, the system will resize to fit the height above, while maintaining the ratio of the image. If the image's width is greater than the widget of the window, it will align to the right.
Below are the recommended sizes:
For Images:
Horizon: 338 x 107 pixels
Ocean: 276 x 92 pixels
For Header:
Horizon: 338 x 41 pixels
Ocean: 276 x 32 pixels
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 color of the Action menu, click the actions area in the chat window. The action window will open.
4. Change the font, background color, and/or icon color (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.
The following static surveys are available in Live Chat:
In Messaging, a standard 5-star CSAT post-conversation survey is available. You can easily design AI-enhanced survey bots using Conversation Builder. See Pre-conversation and Post-conversation Survey Bots for more details.
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 inherit the look and feel of the title bar.