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.

Agents can respond to web chat requests by replying to the thread in Triage Channel via Slack (if Triage is set up) or 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 can 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).

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

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.