Customizing the Start Chat Experience for Users in Your Live Chat Widget
The Start Chat Experience in BoldDesk defines how users begin a live chat session through the widget. It includes settings like welcome messages, email requirements, anonymous chat options, and confirmation messages. This article explains how to configure these options to personalize user interactions, streamline support workflows, and enhance engagement from the very first message.
How to Personalize the Start Chat Experience
To configure the chat widget:
- Go to Admin > Chat > Live Chat.
- Select the widget you want to edit or click Add Widget to create a new one.
- Navigate to Chat Experience > Start Chat Configuration.
- Configure the settings as needed.
Welcome Messages
Welcome messages are the first messages users see when they open the live chat widget. They help set the tone and guide users toward the support or resources they need.
- BoldDesk supports up to five welcome messages in a widget.
- Each message can serve a different purpose, such as greeting users, sharing business hours, offering support options, or linking to help articles.
- This multi-message setup helps deliver information progressively, making the chat experience more engaging and user-friendly.
Suggestion Messages
Suggestion messages are prompts designed to guide users during live chat interactions. These messages appear to anonymous users, those who start a chat without completing a form, and help steer them toward relevant actions or support options. These values will be available in the workflow as Suggestion Value and can be used in setting up the chat workflow.
This feature is only usable when the “Initiate conversation without filling out a form” option is selected. Learn more on Configuring Suggestions and Workflow Mapping in the Live Chat Widget .
Sticky Button
The “sticky button,” also known as a static predefined button, refers to the launcher that stays visible and fixed just below the chat conversation. It’s part of the widget’s launcher customization, enhancing visibility and accessibility of customer support. When configuring it, users must provide a display name (shown on the button) and a value (used to trigger specific actions or conditions in the workflow).
Chat Initiation Options
You can choose how visitors initiate conversations:
Initiate Conversation Without Filling Out a Form
Visitors can start chatting immediately without providing any information upfront, allowing an anonymous conversation.
Initiate a Conversation Upon Email Submission
This configuration requires visitors to provide their email addresses before they can start a conversation.
Confirmation Message
Once a conversation begins (especially after email submission for email visitors), visitors automatically receive a confirmation message. This message acknowledges the start of the chat and sets expectations for the interaction.
Frequently Asked Questions (FAQs)
Q: Can I use both welcome and suggestion messages in one widget?
Yes, both can be configured to enhance the chat experience.
Q: What happens if I disable form submission?
Suggestion messages will guide users instead of form-based prompts.
Q: Is the sticky button mandatory?
No, it’s optional but recommended for better visibility, and currently you have to reach out to BoldDesk Support to have it enabled.
Q: Can I customize confirmation messages per widget?
Yes, each widget can have its own confirmation message.
