Opening chat or a contact form from an interaction

Use your Interaction Builder bot 24/7 and offer your website visitors a chat or contact request option depending on your chat team's availability.

Do you have a bot in place on your website outside business hours when your chat agents are not working? Why not have the bot working for you during service hours as well, to tackle frequently asked questions and help chat agents focus on more complicated cases? A chat button and a contact form in your Interaction bot helps you do just that.

Adding a chat button to your interaction

Opening chat from a button

Adding the opportunity to chat can easily be done directly from Interaction Builder. 

  1. Add a button element to your interaction and style it as needed
  2. Choose the button element
  3. Open the ”Actions” tab
  4. Add a new action and choose "Open chat to a room"

Showing the button only when the chat team is available

Under ”Open chat to a room”, the ”Use existing settings” option is selected per default. This will open the chat in the room that is joined on the page. If you wish to show the chat button only when your chat team is available, we recommend that you select the room you would like to connect the chat to. Choose a room instead of "use existing" from the dropdown menu and then select "hide if no agents online".

Adding a contact form

Hiding the chat button when your agents are offline leaves a blank space in your interaction. Why not offer the opportunity for the customer to leave a contact request? Here’s how it’s done:

  1. Create a new contact form view, if you don’t already have one
  2. Create a new "contact us" button (you can copy the chat button, which makes the new button the same size and style)
  3. Add a "change view" action to the "contact us" button and choose the contact form view
  4. Place the newly created button directly underneath the ”Chat with us” button
    (Tip: you can bring a button forward by right clicking it and choosing ”bring forward”)

This setup shows the chat button when your agents are online and the ”contact us” button when agents are offline. This allows you to keep your bot online 24/7 and to give the customers the opportunity to contact you via chat or to send you a message according to the agents’ online/offline state.