Widget Editor Tutorial

In this tutorial you will learn step by step how to use the Userlike Widget Editor, the place where you can configure your Chat Widget. The Userlike Widget Editor enables you to adapt Userlike to your business processes and comply with your data regulations. It allows you define how to connect to your target audience and most of all gives you the opportunity to fully customise your Chat Widget to your corporate identity.

Set up the Basics

In the "General" section it is possible to name your Chat Widget, assign it to the language of your choice, and to choose its default topic.

  • Give the Chat Widget a name to distinguish it from your other Widgets
  • Assign the Chat Widget to one of your Operator Groups
  • Choose the language of your Chat Widget
  • Choose the default topic of your Chat Widget

Themes

In the "Appearance" section you can control how your chat button and Widget appears on your site, like the style, wording and position:

  • Change chat button icons and text
  • Change the "Color" of your chat button
  • Choose the "Position" of your chat button
  • Choose between different "Themes" for the Chat Widget
  • Choose between different "Fonts" for that Chat Widget
  • Adjust individual settings of your Theme

Eyecatcher

An "Eyecatcher" is the perfect way to highlight your chat button and boost the interactions with your Webvisitors. Here you can choose between three different versions of "Eyecatchers". For one of them you can decide on an individual form of address and also implement an Operator picture:

Apply Your Corporate Wording

In the "Wording" section you can choose the language and customise the wording of your Chat Widget. Edit the texts of your Chat Widget when it is in the "Offline Mode", "Register Mode" and "Normal Chat Mode". It is also possible to customise your "System Notifications" and "Disclaimer Text".

Furthermore, it is also possible to add Webvisitor-related information to your Chat Widget by using the placeholder function. For example: In case you want to automatically insert your name into your message, you need to add the placeholder "{{name}}" to your Chat Widget wording.

Customize Your Widget's Behavior

In the "Behavior" section you can setup the interaction modes of your Chat Widget. Different options on how the Chat Widget should react are at your disposal:

  • Change the "Approach" how a session with your Webvisitor should start
  • Change the "Routing Mode" for your chats
  • Decide on your "Data Privacy" settings (further information below)

Choose Your Onset

In the "Approach" section you can configure the way in which a chat can be started between you and your Webvisitors. Which one you need depends on your website, Webvisitors and preferences.

Normal Chat

This means that a chat can be started by your Webvisitors. They click on the chat button and immediately a connection is made with the chat Operator. If you enable the "Passive Connect" option the chat session will be started at the point when the Webvisitor writes the first message. You can set the opening sentence from your Operator. If you leave the "{{name}}" in this opening sentence, the name of the relevant Operator will appear here.

Registration Chat

As in the "Normal Mode" a chat can only be started by your Webvisitors. However, before the chat starts the Webvisitor has to fill in his name and email address. A powerful feature for lead-collecting. It is possible to keep the registration optional to prevent that Webvisitors that do not want to give away their personal info from starting a chat. Furthermore, it is possible to let your Webvisitors register with their Facebook account. Read more about this feature in the "Social" section further down. If you enable the "Passive Connect" option the chat session will started at the point when the Webvisitor writes the first message.

Proactive

The "Proactive Mode" enables you to reach out to your Webvisitors with an automatic invitation to a chat. In this mode a message automatically pops up after a certain time on the website. Your Operator will be notified when a Webvisitor responds to your automatic greeting.

Proactive and Registration

Every Webvisitor can start a chat by clicking the chat button. A register form requesting name and email before the chat will be shown. Furthermore, the chat window will open automatically after a timeout defined by you.

Remote API

When you use our remote API you can control the chat behavior by setting your own chat triggers that will activate a chat based on specified Webvisitor behavior. Learn more about this in our tutorial.

Chat routing mode

Enable the "Group Select" mode if you want your Webvisitor to decide before the chat what Operator Group he should be routed to.

Enable the "Skills" mode if you want to ensure that your Webvisitors talk to an Operator who possesses a certain Skill Set.

To learn more about the different chat routing modes, read our Chat Routing Setup Tutorial.

Inactivity

It might happen that an Operator forgets to log out when taking a break. To cover this case, you can decide what should happen when the Webvisitor doesn’t get a response within a certain time. Here you can choose to:

  • Keep the chat running
  • End chat if Operator is inactive
  • Forward the chat to another Operator
  • Send Webvisitor an inactivity message

Tracking

Enable a tracking software, like Google Analytics, Matomo (formerly Piwik), KISSmetrics or Mixpanel to analyze all the happenings on your website. We have made it possible for you to track events surrounding your Userlike chats. We chose six events that can be followed:

  • Proactive chat offered to Webvisitor
  • Proactive chat session started
  • Chat session started
  • Webvisitor receives a message
  • Webvisitor sent message
  • Webvisitor left offline message

Location

We support two different technologies to identify locations. It can be done via our backend or the Webvisitor's browser. The latter is more precise.

  • Disabled: No information about your Webvistor's location is collected
  • Geolocation IP: Webvisitors location is estimated based on his IP address
  • Geolocation Browser API: Webvisitor location is determined using their browser API. This is accurate, but Webvisitors need to grant permission. If they don't opt in for this or their browser doesn't support the feature, their location lookup will fall back to Geolocation IP.

Timeouts

In this section you can set the timeouts for the chat session and the Userlike cookies. The session timeout decides how long the chat should keep on running without chat activity until it closes. The cookie timeout decides how long the Userlike cookies will stick to your Webvisitor. With a timeout of just 1 day, for example, 2 days after the chat session the same Webvisitor will not be recognised in the chat system.

Data Privacy

Online data privacy is a dynamic field. The regulations are developing rapidly and differ per country. To make sure you adhere to the regulations of your country, you can choose to not gather personal data from your Webvisitors. With this setting, the only information that will be saved by your chat system is information that your Webvisitor explicitly provided to you. You can also choose to add a link in your Chat Window to your privacy policy (or another URL). You could include the Userlike privacy statement in your privacy policy to explain your Webvisitors that their data is safe.

Messenger Channels

Userlike has realized support for instant messengers. Connect with your customers on Facebook Messenger and Telegram, and stay with them wherever they go. They chat from their phones, you chat from the Chat Panel. Learn more about this in our tutorial.

Get Feedback from Your Webvisitors

Survey

You can ask your Webvisitor to answer a multiple-option question before and after the chat with our "Survey" feature. In this area of the Widget Editor you can enable these surveys, configure the questions and possible answers. This information will be available in the chat transcripts and is particularly helpful in the analysis of your chat service.

Rating

In the "Rating" section you can enable to ask your Webvisitor to rate your chat service. You can follow up on your chat ratings in our "Analytics" section.

Decide When & How to Be Notified

In the "Notifications" you can configure on what occasions your Webvisitor receives sound notifications. This can be whenever your Webvisitor receives a chat message and whenever he sends one. For a more silent setup you can choose to only send sound notifications for messages received when your Webvisitor is inactive (when the chat window is minimised or is in another Browser Tab). Furthermore, you can enable "Favicons" that displays incoming chat messages in your browser.

Social: Connect Yourself

In this tab you can connect your Chat Widget with your social media channels, so your Webvisitors can like you on Facebook or follow you on Twitter right after the chat. In registration mode you can also allow your Webvisitors to register in the chat using their Facebook account. Read more in this tutorial.