Custom Chat Window

The Custom Chat Window definition determines the look-and-feel (logos, colors, fonts, text messages, etc.) of the chat window that is opened when a visitor clicks on your Chat Button image.

Use a Custom Chat Window definition if you want to change any of the attributes of your chat window. For example; to use your own logo image in the chat window, to change colors or text labels in the chat window, or to specify unavailable email settings and/or chat transcript email settings.

IMPORTANT: If you have already deployed your Chat Button code to your Web site and you create a new Custom Chat Window, you must re-generate your Chat Button code and recopy it your web pages.

Alternatively, you can customize the Chat Window you originally associated with your Chat Button. If you used the default Chat Window definition when you generated your Chat Button HTML code, you can simply customize the default instance named: "My Chat Window". Follow the Steps in "Editing a Chat Window" below and select "My Chat Window" in the list to edit.

If a Custom Chat Window definition is not specified when generating your Chat Button HTML code, then the default chat window definition settings will be used and the field will denote "My Chat Window".

Use the "...” button to create a new or select an existing Custom Chat Window definition.

Use the "X” button to remove the association of your Custom Chat Window definition, it will clear the field and set the field value to "-None-"

Step 1: From the main menu of the Bold Software Operator Client, click on Setup > Account Setup > Chats > Custom Chat Window

Step 2: Select New in the upper right-hand pane, the New Custom Chat Window dialog window opens.

Step 3: In the chat form tab, enter a name for your Custom Chat Window. Choose the desired Chat settings. See the Custom Chat Window Reference below for a detailed explanation of all of these fields.

Step 4: Select the Pre-Chat Form tab. If desired, select the "Enable" box to have the Pre-Chat Form appear when a Web visitor initiates a chat by clicking on your Chat Button. Choose which fields you prefer to be presented and which will be required. Also note you can setup custom fields to meet your specific needs.

Step 5: Select the "Post-Chat Survey Form" tab. If desired, select the "Show prompt to allow visitor to email chat transcript" and the "Show survey". Choose any specific settings related to these selections as desired.

Step 6: Select the "Unavailable Email Form" tab. If desired, select the "Enable" box to have the Unavailable Email Form appear when a visitor clicks your Chat Button and there is not an available operator to answer their chat request.

Step 7: Select the "Brandings" tab. The Brandings tab allows you to customize the look and feel of your Chat Window.

Choose "Simple Branding" to change the basic color scheme, Logo and the default "Visitor Name" displayed when a visitor clicks your Chat Button to initiate a chat session.

Choose "Custom Branding" to access the full compliment of customization options available. Within Custom branding you have access to customize the Chat Window text, Colors, Style Sheets, and many more. See the Custom Chat Window Reference below for a detailed explanation of all of these fields.

Step 1: From the main menu of the Bold Software Operator Client, click on Setup > Account Setup > Chats > Custom Chat Window

Step 2: To edit a Custom Chat Window, select the Chat Window definition in the list, then click on the Edit button above the list. Make any desired changes and click Save.

Step 1: From the main menu of the Bold Software Operator Client, click on Setup > Account Setup > Chats > Custom Chat Window

Step 2: To Delete a Custom Chat Window, select the Chat Window definition in the list, then click on the Delete button above the list.

Below you will find a screen reference and detailed descriptions of each field found within the Custom Chat Window dialog window. Please reference these descriptions to aid you in better understanding any of the advanced features and/or settings found within this section.

Defines a name used to refer to the Custom Chat Window Definition.

Defines the maximum number of seconds a visitor will wait to have the chat request answered. Once this threshold is reached the visitor will be redirected to an unavailable email form.

This will enable the feature that allows the Chat Transcripts to be automatically emailed to the address input in the "Send to this Email Address" field.

this field defines the email address to which chat transcripts will be automatically emailed if the Auto-Email Transcripts box is checked.

Defines what format the Chat transcript will be emailed in.

Selecting this box will enable the Pre-Chat survey form to be display to a visitor when they initiate a chat.

Prompts the visitor for a Name. This field can be set to; Not shown, Optional or Required.

Prompts the visitor for an Email Address. This field can be set to; Not shown, Optional or Required.

Prompts the visitor for a Phone Number. This field can be set to; Not shown, Optional or Required.

Prompts the visitor to choose a specific Department. This field can be set to; Not shown, Optional or Required.

This field defines which Departments are available for the visitor to choose from.

By selecting this check box you will enable a Pre-Chat Survey to appear when Pro-Actively inviting a visitor.

Custom fields allows for defining your own custom fields to appear on the Pre-Chat Form.

Select this Check box to enable a visitor to request a chat transcript via email.

This defines the email address from which the Chat transcript will be from.

Defines what format the Chat transcript will be emailed in.

Select this check box to show the Post-Chat Survey form after the visitor ends the chat. Once enabled, various options become available for what the visitor will see on the survey form. Select the desired fields.

Selecting this box will enable the Unavailable Email form to be display to a visitor when they initiate a chat and an Operator is not available to answer the visitors request. Once enabled, enter the email address to which the visitors email will be directed to.

Choose "Simple Branding" to change the basic color scheme, Logo and the default "Visitor Name" displayed when a visitor clicks your Chat Button to initiate a chat session.

Defines the color scheme for the Content Background Color and Header Background Color in hexadecimal format. To change these simply enter a new hexadecimal color code in the Text portion of the window.

Provides you the ability to customize the Logo within the Custom Chat Window:

Logo Alternate Text - Text used to describe the Logo for the sight impaired.
Logo Height - Your logo height, change this to match the height of your logo.
Logo Link URL - A URL link that is associated and placed on your logo. Such as your Home page.
Logo URL - This is the URL your Logo is hosted on.
Logo Width - Your logo's width, change this to match the width of your logo.

The other group gives you access to set the Default Visitor name field. It's default setting is; Visitor.

Choose "Custom Branding" to access the full compliment of customization options available for the Chat Window. Within Custom branding you have access to customize the Chat Window text labels, Colors, Style Sheets, and much more. It is recommended that a developer aid you in using the Custom Branding features, as many of the settings contain coding that if improperly changed can have an adverse affects on your Chat window. If you do not have a developer or if you're interested in professional branding to match your Web site, please see our Professional services page.