Web Chat

Learn how interacting with customers through Web Chat works for both requestors and agents.

💡 How Does Web Chat Work?

Web Chat allows users to initiate support requests directly from your website. Quick summary of how it works:

• Agents can respond to web chat requests by replying to the thread in Triage Channel via Slack

• Or they can respond via the ClearFeed Web App.

• The replies are synced back to the customer in real time through the web chat widget.

• In case the customer goes offline, the response is sent via email to their email address.

Email setup is required before Chat can be set up, as Email is required to notify the Customers in case they go offline.

🛠️ Using the ClearFeed Web Chat Integration

Requester Experience

• Customers open the chat widget on your website to start a conversation.

  • They can also see the list of previous conversations that they had via Chat and reinitiate any of them

• Once a message is sent, it is created as a Ticket in ClearFeed. The Ticket can be accessed via WebApp or through the corresponding Slack Triage channel (if Triage is set up).

• When an agent replies, the response appears directly in the web chat widget.

• Email Notification Behavior:

  • If the requester is offline, the reply is sent immediately via email.

  • If the requester is online, ClearFeed waits for 15 minutes before sending an email.

  The default waiting period is 15 minutes. If you want to change it, please reach out to the Support team.

  • If the requester replies during this waiting period, the email is not sent.

  • If the requester doesn’t respond within 15 minutes, a consolidated email with agent replies and a link to the conversation is sent to ensure no messages are missed.

Agent Experience

• Incoming web chat requests are synced to the configured Triage channel on Slack.

• Agents can respond to the request directly from the thread.

• All replies are sent back to the customer via the web chat widget.

• In case the customer goes offline, the response is sent via email to their email address.

• You can also perform actions like adding internal notes or converting the chat into a task from the triage channel.