Webchat Variants

Overview

This feature allows you to create multiple webchat variants in the same institution. Each webchat variant is fully customizable and can be embedded in any webpage you want. This means that you can have a webchat variant in one section of your site (for example, the Athletics page) where you can introduce the webchat one way, and then have another variant on another section (for example, the Admissions page) where you can introduce the bot a different way.

You can create Audiences to identify contacts that have interacted with each webchat variant. (See below.)

Accessing Webchat Variants

To view all of your webchat variants, go to the webchat settings page. Here, you can enable and disable each variant.

Creating a Webchat Variant

To create a new webchat variant you need to click the + New Webchat button. This takes you to the Webchat editing form, where you can set the icon, colors, intro script, pop-up text, and more.

Note that the webchat title needs to be unique.

Duplicating a Webchat Variant

To duplicate an existing webchat variant you can select the ... overflow menu, and click the Duplicate button. Duplicating will make a copy that you can customize. Make sure to change the title, and then Save your changes.

Embedding a Webchat Variant

To embed a webchat variant, select the ... overflow menu, and click Copy to Clipboard. You can also see and copy the embed code from within the webchat editing view:

This code must be pasted into your website's source code. Most platforms allow for embedding external HTML, CSS, and Javascript, though you may need to enable these features in your site's security settings. 

Deleting a Webchat Variant

If you no longer wish to maintain a particular webchat variant, you can delete it from the ... overflow menu, by clicking Delete. Note that you should also remove the embed code from your website.

Filtering by Webchat Variant

You can create an Audience for the contacts who have communicated with a particular webchat variant. Note that a contact may interact with multiple webchat variants, by moving between pages on your website.

Webchat Variant Reporting

From the ... overflow menu, select View Report, or navigate to the Campaign Insights page and find the specific Webchat variant in the Webchats section.