Configuring and creating webchats in Agent Workspace

1 Overview
2 Prerequisites
3 Creating a webchat widget in VCC
4 Customizing webchat widgets

Overview

In Agent Workspace, agents can make and receive calls. If enabled for your account, agents can also send and receive chats using webchat. This section describes how to configure webchats for Agent Workspace.

Prerequisites

You must create a new webchat destination in Interaction Plan Manager (Channels > Interaction Plan Manager) and map it to an interaction plan that will route webchats to agents in Agent Workspace. For information about creating a destination and mapping a destination to an interaction plan, see the following sections in Using Interaction Plans Manager:

How do I create a new destination?
How do I create a new mapping?

Creating a webchat widget in VCC

The webchat widget is a UI-based configuration suite that enables you to create custom webchat widgets.

Go to Interaction Plans > Channels > Webchat.
Click Add Webchat widget.
The system automatically generates a unique ID for your widget.
Click Next to go to Step 1 > Settings.

Parameters configurable in each tab:

Settings

Use the parameters in this tab to configure the basic parameters.

Field	Description

Field

Description

General

Enter the name and the description for your new widget.

Service name for reports

Select one of the following:

Destination name
Interaction plan name
Reporting group

Data source

Assign specific key-value pairs to an entry point (such as a phone number or email address). This metadata provides the system with context about the incoming interaction.

Example:
Tag a specific number with IsVip: true or IsVip: false. These attributes enable the interaction plan to utilize routers that prioritize or redirect calls based on the assigned data, ensuring more efficient handling and personalized routing.

Appearance and branding

Real-time preview & making changes

Check the real-time preview to see how your branding changes affect the overall look and feel of the webchat widget before proceeding to the next step.
If you would like to change something in the previous step, click Previous to go back.

Configure the parameters in this tab to customize the look and feel of your widget:

Title and subtitle of the webchat panel.
Your company name.
Language.
Select one of the supported languages for the interface.
Privacy policy URL that is displayed at the top/bottom of the panel.
The initial message of the chat.
Branding.
Use hexcode for the widget's primary interface elements.

Security

Parameter	Description

Parameter	Description
Geographic Restrictions	If needed, customize which countries the webchat works in.
Domain Restrictions	Add the domains where the webchat can be embedded. Scope If we do not specify the websites, the widget runs everywhere.
User Location	Use this field to allow/restrict users from specific locations.

Pre-and post-chat actions

This section enables users to configure which, if any, information is collected from the customers.

The form is optional and can be enabled and disabled using the toggle. If disabled, the form does not appear at all.

Required field

The name, phone number, email, and message fields can be marked as required. These are soft-mandatory constraints: while they do not block a user from proceeding, skipping them triggers a system notification. This alert informs the user that missing data may result in processing delays or require manual follow-up at a later stage.

Preview

The Preview step allows you to check what your custom webchat widget looks like before saving it.

Switching view

Click on the buttons at the bottom to switch between previews of three components: webchat, pre-chat form and transcript download.

Profile

In this step, you can define the characteristics of your webchat. You can:

Select the default profile
Select an existing profile
Create a custom, new one with the following details:
- Name
- Media type
- Liveness (determines capacity)
- Routing of parked interactions
- And timeouts

Summary

In this step, you can review your entire widget setup. You can still make changes at this stage before saving.

Customizing webchat widgets

You can customize chat widgets to enhance the experience. Webchat widgets are configurable via URL parameters in the code of the widget. This overrides any UI changes.

Widget settings

Parameter	Description	Example

Parameter	Description	Example
chat_title	Use this parameter to customize the name of the chat widget. The maximum length of the title is 30 characters. By default, the chat title is set to Vonage chat.	Vonage+webchat
chat_subtitle	Use this parameter to customize the subtitle the chat widget. The maximum length of the title is 30 characters. There is no default subtitle.	Agent+Workspace
company_name	Use this parameter to customize the company name, which appears above the agent bubble. The maximum length of the company name is 30 characters. By default, the company name is set to Virtual Agent	Vonage, Vonage+Company+Name
primary_color	Use this parameter to customize the primary color of your widget, which is the colour of the header, agent bubble. Color format is Hex color. By default, the primary color is set to #8D3CEB.	#26044D
initial_message	Use this parameter to customize the first message that the customer receives in the chat. There is no default initial message. Your cemove &initial_message=Insert+Initial+Message to initiate a webchat as soon as the user clicks the chat widget.	How+can+I+help+you?
privacy_policy_url	The URL of the privacy policy.	http://example.com

Initial form

The initial form captures structured user data, such as names and email addresses, before the interaction begins. This automates data collection to reduce agent handle time and improve record accuracy. By identifying users upfront, the form enables more personalized interactions while ensuring adherence to data management and compliance requirements.

Parameter	Description	Form

Parameter	Description	Form
display_form	This parameter determines whether the form appears. Possible values: True - the form will appear. Any other value/parameter not sent - the form will not appear.	Text
form_header	This parameter determines what the user sees in the header.	Text
customer_name	This parameter defines whether the customer’s name is mandatory to fill in by the end user. Possible values: True - customer name is mandatory. Any other value/parameter not sent - the field is not mandatory.	NA
customer_phone	Defines whether the customer phone number must be provided by the end user. Possible values: True - customer phone number is mandatory. Phone Number format - serves as the validation criterion for the customer input in the field Any other value/parameter not sent - the field is not mandatory.	Phone number
customer_email	Defines whether the customer email must be provided by the end user. Possible values: True - customer email is mandatory. Any other value/parameter not sent - the field is not mandatory	NA
customer_message	Parameter name - customer_message Parameter function - Defines if customer message is mandatory to fill by the end user Parameter type - text Parameter validation true - customer message is mandatory Any other value or parameter not sent - fields is not mandatory	NA