Customizing the Live Chat Window and Surveys

The ChatBeacon Management Portal (WebAdmin) provides your Chat Administrator with extensive controls to customize the appearance, branding, and interactive elements of the live chat window that appears on your website.

You can easily align the ChatBeacon chat widget's appearance with your corporate brand identity.

All aesthetic elements are managed in one central location:

Navigation: Portal > Site > Customize Page

Here, the Chat Administrator can:

• Upload a Logo: Upload your company logo. This will be prominently displayed within the chat window header, reinforcing brand consistency.

• Customize Colors: Adjust colors for various elements of the chat window (e.g., header background, button colors, text colors) to ensure a seamless match with your website's design.

ChatBeacon provides three different survey types, all of which are fully customizable to capture the data you need at the right point in the customer journey.

1. Pre-Chat Survey: Collects visitor information (e.g., name, email, query) before the chat connection is established.

2. Post-Chat Survey: Gathers feedback (e.g., satisfaction rating, comments) immediately after the chat session is ended.

3. Offline Survey: Appears when all operators are marked as 'Offline' or 'Away', capturing the visitor's message and contact details for follow-up.

You have granular control over the fields within all three survey types:

Navigation: Portal > Site > Queues > [Select Queue Name] > Queue Settings > Surveys

Within the survey configuration, the administrator can:

• Add or Remove Fields: Add standard fields (like phone number) or custom text fields as necessary for your business process.

• Set Field Requirements: Each field can be independently configured as Optional or Required to ensure critical data is collected.

• Skip Pre-Chat Survey: For customers prioritizing speed, the Pre-Chat Survey can be entirely skipped, allowing visitors to instantly connect with the first available operator.

You can ensure all system-generated emails—such as chat transcripts, offline messages, and password resets—are on-brand and professional by customizing their HTML content.

Navigation: Portal > Site > Customize Page

In the Customize Page section, the Chat Administrator can:

• Access Email Templates: View and edit the source HTML code for various email templates sent by the system.

• Add Custom HTML: Implement your own email branding, including responsive design elements, custom fonts, and intricate layouts by pasting your email template HTML code into the editor. This allows for a completely consistent experience in all communication.