Web Chat

Embed chat in your website to allow users to ask for help where they need it

Web Chat is only accessible to Parent Accounts with Product Edition set as Internal Helpdesk or External External Helpdesk.

🛠️ Setting Up Web Chat

• Navigate to the Settings > Chat Setup on ClearFeed WebApp.

• Enable the Chat Widget by clicking on the toggle.

• Click on Setup Instructions to see the changes needed to be done to add Chat widget to your Website.

Chat Collection

A standard Collection "Web Chat" is automatically created as soon as you enable "Chat Widget" for your account. This collection will store all the chat tickets.

Below configurations can be done for Chat Collection:

• Responder Settings – Define who from your organization should be treated as support agents/members in ClearFeed. Defining and managing Responders is different for each product edition:

  • For External Helpdesk

  • For Internal Helpdesk

• Triage Channel – Configure the channel for the support team to work from on Slack to handle incoming support requests.

• Assignment Rules – Define how requests or tickets are assigned, supporting round-robin or rule-based assignment.

• Automations – Set up workflow automation based on triggers like request creation, status changes, or SLA breaches.

• Business Schedules & SLA - Define working hours to ensure SLAs are calculated accurately & Configure service level agreements (SLAs) for response and resolution times.

• Additional Collection Settings - Download request data and customize message classification settings (only applicable for External Helpdesk).