Set up a Live Chat Channel

To add Yeastar Live Chat to your website, you need to create and configure a live chat channel on Yeastar P-Series Cloud Edition first.

Before you begin

If you want to allow website visitors to call your agents directly, we recommend that you create a WebRTC trunk and set up a corresponding inbound route in advance, as they are required in the follow-up process.

For more information, see Set up WebRTC Click-to-Call.

Procedure

  1. Log in to PBX web portal, go to Messaging > Message Channel.
  2. Click Add, and select Live Chat.
  3. In the General tab, configure general settings for the channel.
    1. In the Basic section, enter the following basic information.

      • Name: Enter a name to help you identify the channel.
      • Website Domain: Enter the domain name of the website to which you want to add the live chat widget.
        Note: For security reasons, the live chat widget will only load on the website domain.
    2. In the Interaction Mode section, set how website visitors can interact with your agent(s) and where to route the visitors.

      • Interaction Mode: Specify the interaction mode supported on the live chat widget.
        Option Description
        Chat Only If selected, website visitors can communicate with your agent(s) via chat message.
        Phone and Chat If selected, website visitors can communicate with your agent(s) via chat message or phone call.
        Note: Phone calls through live chat is available only when visitors access the website through HTTPS transport protocol. Therefore, make sure that your website supports HTTPS.
      • Destination: Specify the destination of inbound messages from live chat.
        Option Description
        Extension If selected, choose an extension from the Extension drop-down list.

        Only the extension user can receive inbound messages from live chat.
        Message Queue If selected, choose a queue from the Message Queue drop-down list.

        All the agents in the selected message queue can receive inbound message(s) of new sessions in the queue. However, only the user who picks up a session will be able to receive and respond to the follow-up inbound messages in the session.
      • Enable WebRTC Inbound Call: If you allow phone calls through live chat, enable this option and select a WebRTC trunk and its corresponding inbound route.
    3. In the Advanced section, complete the following settings.

      • Maximum Concurrent Calls: Set the maximum number of concurrent calls supported on live chat.

        When the limit is reached, no more calls can be made through live chat.

        Note:
        • Phone calls made through live chat, whether by agents or website visitors, occupy the concurrent calls.
        • The default number is 5, you can set up to 10 concurrent calls.
      • Supported Message Types for Visitors: Specify the message type that website visitors can send.
        Option Description
        Text Only Website visitors can send text and emojis.
        Text and Image Website visitors can send text, emojis, and images.
        Note: The maximum size for a single image uploaded in the chat widget is 10 MB.
      • Close Session Automatically: If you want the system to automatically close the sessions that have been inactive for a specific period of time, select the checkbox of Close Session Automatically, then set the timeout in the Session Timeout field.
  4. In the Display & Appearance tab, customize how the live chat widget on your website will look and what information it will offer.
    Note: When customizing your chat widget, you can preview the changes you made on the right panel.
    1. In the Appearance section, customize the appearance of your chat widget.

    2. In the Display section, customize the information that will be displayed when website visitors initiate a chat or a call.

      Note: For Agent Information Display: If you choose Name or Name and Profile Photo, the real name and profile photo of the agent who deals with the chat message or phone call will be displayed when visitors initiate a chat or a call. Otherwise, the default agent name and agent profile photo will be displayed.
  5. In the Message section, configure language preference and message settings for the chat widget.
    1. In the Language section, select an option from the drop-down list.

      This determines the display language of the chat widget.

    2. If you want to use a pre-chat form to gather visitor information before a chat starts, complete the following settings in the Pre-Chat section.

    3. Optional: In the Message section, change the following auto-reply text messages as needed, which will be sent to website visitors based on the corresponding scenario.

  6. Click Save.

Result

A code snippet for live chat is generated and displayed in the pop-up window.

What to do next

  1. Click Copy to copy the code snippet.
    Note: You can also email the code snippet as well as the website domain to a specific user (e.g. website admin) to help with the process. The system will send an email with installation instructions using the default template (Path: System > Email > Email Templates > Request to Add Live Chat to Website) to the specified email address.

  2. Enable live chat on your website using the code snippet.