Website Chat Widget

Add the ISMessenger Web Chat Widget to your site.

The Web Chat Widget allows website visitors to contact you via live chat or through other Messaging Channels you have connected.

Connecting Web Chat Widget

Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels

Step 2: Add Channel Press Add Channel and choose Web Chat. The Connecting Web Chat Widget dialog should open up.

Step 3: Specify Website Fill in the website(s) where the Widget will be added.

  • If the user adds https://app.is-global.com/ then only https://app.is-global.com/ will be whitelisted. Any other subdomain or root should not work.

  • If the user adds https://*.is-global.com/ , then all subdomains including the root domain will be whitelisted.

  • If the user adds https://is-global.com/ , then only the root domain will be whitelisted.

Step 4: Select a Theme Color Using the interactive color picker, select a theme color for the chat widget.

Tips: Choose a color that matches your brand color and website!

Step 5: Select a Display Icon for the Widget Choose an icon that would like to show on the website for the widget. If you prefer to upload a customised icon, you can upload a square icon with a recommended size of 256px x 256px.

Widget can be further customized once connected.

Step 6: Follow through the steps at the platform Once you have specified the necessary, press NEXT to follow through.

Step 7. Install the Script You can add the generated script to your preferred website. Alternatively, you can send the installation instructions to someone else via email.

Installing the Chat Widget

You may require a webmaster or technical admin to assist in installing the chat widget on the website. Please seek assistance if necessary!

Depending on what system you use to create and manage your website, we have created a step by step guides to walk you through installing a Chat Widget onto your website.

Install on WordPressInstall on ShopifyInstall on WixInstall on SquarespaceInstall Website Chat Widget on Joomla

For other platform or services, navigate to HTML source of the page. Paste the script before the </body> tag. 

<body>
...
...
...
<!-- PASTE SCRIPT HERE -->
</body>

If you require assistance, you can choose to forward the script along with installation instructions to your website administrator. Select the respective checkbox and enter the email address of someone who can help you install the chat plugin.

The IS-Messenger Web Chat Widget will appear on your site once the script has been successfully installed.

Customize the Chat Widget

Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels

Step 2: Locate the Web Chat channel Once you have located the Web Chat channel, press CUSTOMIZE

3. Press the Customize button for the Web Chat.

You can use the fields below to customize the Web Widget for your Language.

On the right side of the page, there is a preview of website chat widget. Any customization made to the widget will reflect on the widget. This helps users to get a better idea of what they are customizing.

Display & Appearance

You may customize the following to change the display appearance of the widget on the website

FieldDescription

Theme Color

The chosen color will be used as the primary color of your widget.

Text Color

The chosen color will be used as the primary text color of your widget.

Website Chat Icon

The selected icon is used inside the widget bubble together with the Theme Color. You can upload a custom icon if necessary.

Popup Message

The Popup Message is shown to website visitors once per day 5 seconds after the page load. If not defined, no popup message will appear to the website visitors.

Validation for Website Chat Icon :-

  • Maximum file size: 1MB

  • Maximum file dimension: 256 x 256 px

  • Shape: Square

Position

FieldDescription

Align To

User can choose to specify a position whether to display the widget on the left or right of the platform

Vertical Spacing

User can specify the amount of vertical spacing between the website chat widget and the bottom of the screen

Horizontal Spacing

User can specify the amount of horizontal spacing between the website chat widget and the side of the screen

Widget Size

User can choose the size of the widget from Small, Standard or Large.

Display Options

User can choose to display this widget on desktop, mobile devices or both

Header Elements

Field

Description

Title

The Title will show at the top of your chat widget

Tagline

The Tagline will be displayed under the title

Website Chat Logo

Drop your logo image here so it will show at the top of the Website Chat. The format can either be in PNG, SVG or JPG and the file size is not more than 1.0 MB.

Channel Icons

This option will enable contacts to contact you through their preferred channel providing the options are given. You can add up to six channels and it will be shown at the top of the Website Chat Widget.

Validation for Website Chat Logo:-

  • Maximum file size: 4MB

  • Maximum file dimension: 1024 x 1024 px

  • Shape: Square

Channel Icons

If the Website Chat Widget has never been configured before, connected channels with adequate information will be listed by default as Widget channel links.

You may add the widget channel links and specify the necessary information for the selected channel.

Here is the list of Input Field required for each of the Channel Links supported.

Channel LinksInput Field Required

WhatsApp

WhatsApp Phone Number

Facebook Messenger

Facebook Page ID

Telegram

Telegram Botname

Twitter

Twitter ID

LINE

LINE ID

Viber

Viber Public Account Name

SMS

SMS Phone Number

Email

Email Address

Phone Call

Phone Number

Custom Link

URL Address and Icon

Custom QR

QR Image and Icon

Validation for Channel Icon :-

  • Maximum file size: 1MB

  • Maximum file dimension: 256 x 256 px

  • Shape: Square

Pre-Chart Form

Enabling this option will add a pre-chat form to your Website Chat. If enabled, your website visitors will be presented with a form to fill before they start the chat.

With this option enabled, you can include additional custom fields when necessary. In addition to that, you can also customize the label for the default fields on how they appear to your contacts.

The field labels can be customised to a different language to match the website's language.

Widget Appearance

You may customize the following to change the appearance of the widget on the website.

Field

Description

Theme Color

The chosen color will be used as the primary color of your widget

Text Color

The chosen color will be used as the primary text color of your widget

Title

The Title will show at the top of your chat widget

Tagline

The Tagline will be displayed under the the title

Input Bar Text

This text will function as a placeholder in the typing area

Web Chat Icon

The display icon is shown on the website for user to interact with web chat

Widget Position

User can choose to specify a position whether to display the widget on the left or right of the platform

Additional Settings

Field

Description

Input Bar Text

This text will function as a placeholder in the typing area

Text Font

The font that will be used to display the font in the website chat widget

Restrict Incoming Attachments

When this option is checked, the website visitor does not have an option to attach an attachment in the website chat widget.

Keep website chat hidden

When using this option the widget will be completely hidden. Until the Anchor Reference has been clicked or when the chat is opened via the programmatic API.

#webchat_widget

Using the above anchor you can create a button on your page, to open the widget once clicked.

Hide IS-Messenger Branding

Using this option you can remove the IS-Messenger Branding from your Widget.

Channel Configuration

Website Chat channel can be configured with a unique: - Channel Name - Website Domain(s)

Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels

Step 2: Locate the Website Chat channel Once you have located the Website Chat channel, press Configure

Step 3: Make the necessary configuration

You can configure the following:

  • Channel Name - Name used internally to identify the account

  • Website Domains - The website on which the widget is to be installed.

Important: If you do not add your website to this list, your widget will not load. You can enter multiple URLs if you plan on installing the plugin to multiple websites.

Step 4: Update the configuration Press Done to update the channel configuration

Identify Logged-in Users

The logged-in users of your website can be identified by adding a simple JavaScript code in your website code. Once the identifier passed is matched with an existing contact, the current conversation will be resumed.

Note: The term “user” is used in the context of your website. In the Is-Messenger platform, we continue to refer them as “contacts”.

<script> 
    window.__respond_settings = {  
	    identifier: 'customer@example.com',
	    firstName: 'Jane',
	    lastName: 'Doe',
	    phone: '60123456789',
	    email: 'customer@example.com',
	    profilePic: '<https://static.independent.co.uk/s3fs-public/thumbnails/image/2015/07/08/14/pic.jpg>',
	    countryCode: 'MY',
	    language: 'en',
			// Custom Fields
	    custom_fields: {
		    // slugs of custom fields
	      number: 123,
	      description: 'some text',
	    },
  };
</script>

<!-- This site is converting visitors into subscribers and customers with https://is-messenger -->
<script id="is-messenger__widget" src="https://cdn-staging.is-messenger/webchat/widget/widget.js?cId=ac37d6ced587cab720c5b05a1bc209c331c66c19b1e7e6069e5807491fb2a7dc"></script>
<!-- https://is-messenger -->

Guide on how to use the code

  • Edit the code (given below) to send Is-Messenger the identifier of the currently logged-in user. This can be the email address or contact ID or based on any other contact field. Please note that identifier is a required field.

  • Paste the code right in the head tag of every page where you want the website chat to appear.

    • The script for identifying logged-in users must be placed above the website chat code that can be found in the website chat configuration dialog.

  • You can also send Is-Messenger Contacts Fields associated with your contacts so we will store the contact field during the contact creation process. The field name (or slug) can be found in the Contact Fields module.

  • Please note that if you are using this feature, the pre-chat form will be ignored which means contacts do not need to fill up their information before initiating a conversation.

The example above is passing email address as identifier and during contact creation process, all the contact fields passed will be stored.

Programmatic Control (API for Users)

The Website Chat Widget can be opened and closed via your Website JavaScript code. This allows you to create a custom "Chat with us" button on your Website, and trigger the Website Chat Widget to open when a visitor clicks on the button.

Actions

  1. Open chat

    • Description: Opens the chat widget.

    • Syntax: $respond.do("chat:open")

  2. Close chat

    • Description: Closes the chat widget.

    • Syntax: $respond.do("chat:close")

Event Listeners

  1. Chatbox was opened

    • Description: Handles the chat widget opened event (triggers your callback function).

    • Syntax: $respond.on("chat:opened", callback)

  2. Chatbox was closed

    • Description: Handles the chat widget closed event (triggers your callback function).

    • Syntax: $respond.on("chat:closed", callback)

State Check Methods

  1. Is chat open?

    • Description: Returns true if the chat widget is opened, else false.

    • Syntax: $respond.is("chat:open")

  2. Is chat closed?

    • Description: Returns true if the chat widget is closed, else false.

    • Syntax: $respond.is("chat:closed")

Troubleshoot

Messages failed to be sent to contact

There could be a few reasons why the messages failed:-

  1. Contact has left the website

  2. Contact's inactivity may exceed the timeout period

  3. Contact's client may have internet connection issues

Widget Not Appearing on Website

  1. Make sure the code is installed correctly. Refer to the instructions here on how to install the website chat widget.

  2. Be sure to whitelist the website where the widget is to be installed. Refer to Step 3 from this section on how to whitelist your domain.

Having trouble with the channel? Contact us here!

Additional features

Widget Channel Links

This option will enable contacts to contact you through their preferred channel providing the options are given. You can add up to six channels and it will be shown at the top of the Web Chat Widget.

If the Web Chat Widget has never been configured before, connected channels with adequate information will be listed by default as Widget channel Links

You may add the widget channel links and specify the necessary information for the selected channel.

Here is the list of Input Field required for each of the Channel Links supported.

Channel Links

Input Field Required

WhatsApp

WhatsApp Phone Number

Facebook Messenger

Facebook Page ID

Telegram

Telegram Botname

Twitter

Twitter ID

LINE

LINE ID

Viber

Viber Public Account Name

SMS

SMS Phone Number

Email

Email Address

Phone Call

Phone Number

Drop your logo image here so it will show at the top of the Web Chat. The format can either be in PNG, SVG or JPG and file size is not more than 1.0 MB.

Show Greeting Message Pop Up

When this option is selected, the ISMessenger widget will pop up with your greeting message and chat options after 5 seconds delay time.

Hide ISMessenger Branding

Using this option you can remove the ISMessenger Branding from your Widget.

This option is not available on the Starter (Free) Plan.

Hide Widget Until Triggered By Anchor Reference

When using this option the widget will be completely hidden. Until a the Anchor Reference has been clicked.

#webchat_widget

Using the above anchor you can create a button on your page, to open the widget once clicked.

Pre-Chat Form

Enabling this option will add a pre-chat form to your Web Chat. If enabled, your website visitor will not be able to chat until they fill out the form you have set up.

With this option enabled, you can include additional custom fields when necessary. In addition to that, you can also customize the label for the default fields on how they appear to your contacts.

Scroll further down and there will be a script to be added into your website.

Any changes to your Web Chat Widget Customizations will be automatically reflected on your website. You do not need to reinstall the script.

Channel Configuration

Web Chat channel can be configured with a unique: - Channel Name - Greeting Message - Website Domain(s)

Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels

Step 2: Locate the Web Chat channel Once you have located the Web Chat channel, press Configure

Step 3: Make the necessary configuration You can configure the following:

  • Channel Name - Name used internally to identify the account

  • Greeting Message - This message is the first message sent to contact when they message you through Web Chat.

  • Website Domains - The website of which the widget to be installed

Important: If you do not add your website to this list, your widget will not load. You can enter multiple URLs if you plan on installing the plugin to multiple websites.

Step 4: Update the configuration Press Done to update the channel configuration

Identify Logged-in Users

The logged-in users of your website can be identified by adding a simple JavaScript code in your website code. Once the identifier passed is matched with an existing contact, the current conversation will be resumed.

Note: The term “user” is used in the context of your website. In the IS-Messenger platform, we continue to refer them as “contacts”.

<script> 
    window.__respond_settings = {  
	    identifier: 'customer@example.com',
	    firstName: 'Jane',
	    lastName: 'Doe',
	    phone: '60123456789',
	    email: 'customer@example.com',
	    profilePic: '<https://static.independent.co.uk/s3fs-public/thumbnails/image/2015/07/08/14/pic.jpg>',
	    countryCode: 'MY',
	    language: 'en',
			// Custom Fields
	    custom_fields: {
		    // slugs of custom fields
	      number: 123,
	      description: 'some text',
	    },
  };
</script>

<!-- This site is converting visitors into subscribers and customers with https://IS-Messenger -->
<script id="respondio__widget" src="https://cdn-staging.IS-Messenger/webchat/widget/widget.js?cId=ac37d6ced587cab720c5b05a1bc209c331c66c19b1e7e6069e5807491fb2a7dc"></script>
<!-- https://IS-Messenger -->

Guide on how to use the code

  • Edit the code (given below) to send IS-Messenger the identifier of the currently logged-in user. This can be the email address or contact ID or based on any other contact field. Please note that identifier is a required field.

  • Paste the code right in the head tag of every page where you want the website chat to appear.

    • The script for identifying logged-in users must be placed above the website chat code that can be found in the website chat configuration dialog.

  • You can also send IS-Messenger Contacts Fields associated with your contacts so we will store the contact field during the contact creation process. The field name (or slug) can be found in the Contact Fields module.

  • Please note that if you are using this feature, the pre-chat form will be ignored which means contacts do not need to fill up their information before initiating a conversation.

The example above is passing email address as identifier and during contact creation process, all the contact fields passed will be stored.

Programmatic Control (API for Users)

The Website Chat Widget can be opened and closed via your Website JavaScript code. This allows you to create a custom "Chat with us" button on your Website, and trigger the Website Chat Widget to open when a visitor clicks on the button.

Actions

  1. Open chat

    • Description: Opens the chat widget.

    • Syntax: $respond.do("chat:open")

  2. Close chat

    • Description: Closes the chat widget.

    • Syntax: $respond.do("chat:close")

Event Listeners

  1. Chatbox was opened

    • Description: Handles the chat widget opened event (triggers your callback function).

    • Syntax: $respond.on("chat:opened", callback)

  2. Chatbox was closed

    • Description: Handles the chat widget closed event (triggers your callback function).

    • Syntax: $respond.on("chat:closed", callback)

State Check Methods

  1. Is chat open?

    • Description: Returns true if the chat widget is opened, else false.

    • Syntax: $respond.is("chat:open")

  2. Is chat closed?

    • Description: Returns true if the chat widget is closed, else false.

    • Syntax: $respond.is("chat:closed")

Troubleshoot

Messages failed to be sent to contact

There could be a few reasons why the messages failed:-

  1. Contact has left the website

  2. Contact's inactivity may exceed the timeout period

  3. Contact's client may have internet connection issues

Widget Not Appearing on Website

  1. Make sure the code is installed correctly. Refer to the instructions on how to install the website chat widget.

  2. Be sure to whitelist the website where the widget is to be installed. Refer to Step 3 from this section on how to whitelist your domain.

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