Configuring webchat for Agent Workspace

In Agent Workspace, agents can make and receive calls. If enabled for your account, agents can also send and receive chats using webchat.

To use webchat in Agent Workspace, you must create a new webchat destination in Interaction Plan Manager and map this to an interaction plan that will route webchats to agents in Agent Workspace. For information about creating a webchat destination and mapping a destination to an interaction plan, see the How do I create a new destination? and How do I create a new mapping? sections in Using Interaction Plans Manager.

Next, you must use the code (webchat snippet) that is generated in your webchat destination to create a webchat widget.

When you have created and saved your new webchat destination, reopen it to get the webchat snippet.

Click Copy to clipboard and paste the text into a text editor. You should make some minor modifications to customize your snippet for your webpage.

<script id='v-chat-widget' src='https://main.d2c1rbxnzp8ew7.amplifyapp.com/index.js?widget_id=c5aa8aa8-4e2d-4e8a-8d76-3d729d7274ae&chat_title=Insert+Title&chat_subtitle=Insert+Subtitle&company_name=Insert+Compa+Name&initial_message=Insert+Initial+Message&primary_color=#D2D2D2'></script>

Replace the following text with your own, using + in place of spaces:

• Insert+Title. The title that appears at the top of the widget, for example, Vonage+webchat.
• Insert+Subtitle. The subtitle that appears below the title in the widget, for example, Agent+Workspace.
• Insert_Compa+Name. For example, Vonage.
• Insert+Initial+Message. The initial message that prompts the user to input their query or request, for example, How+can+I+help+you? The user must input a query or prompt before a webchat is initiated.
  Alternatively, remove &initial_message=Insert+Initial+Message to initiate a webchat as soon as the user clicks the chat widget.
• #D2D2D2. The color of the widget banner, for example, #26044D.

Copy your updated webchat snippet and paste into any webpages you want your contacts to use to send webchats. The webchat icon  will now appear on your webpage. Whenever someone clicks the icon, the webchat widget appears with your customized text and color.