Chat Channel Configuration

This article focuses on all the types of configuration available to the Natterbox Chat Widget.

For a step by step guide for provisioning a new chat channel see here.

The below headers represent the tabs where this configuration is handled under the Chat Channels setup page.

Configuration

Transcription download

Enabling this option allows users to download the transcript as a text file to their local machine. The download is available when closing the session on the chat widget (pressing the X button).

Attachments

If enabled this enables the attachment icon on the Chat widget. When disabled this icon will be hidden.

Emoji

If enabled this enables the emoji icon on the Chat widget. When disabled this icon will be hidden.

Branding

Privacy Policy Footer

A privacy policy can be enabled that will add a footer to the Chat Widget. You can enter in the text that you wish to display as well as where this text will link to when pressed.

Enabling the privacy policy will allow you to enter in your text and enter the URL for where your privacy policy is located.

Start Fields

Disabling the Start Form

You can disable the start form by enabling the “Disable Start Form” option under the Start Form tab found in the Chat Channels setup page.

When enabled, this means the start form will never display and the conversation will display right away when opening the chat widget. All start form fields become hidden fields and can still be pre-filled via javscript, more information below.

Changing the Start Form

The start form can be altered to suit your needs. A selection of different field types are available, as well as you can alter the label of the field, and the placeholder value.

Hidden fields are also offered which allow you to have a field that is not present on the form itself but can be populated via javascript in the background (see here) or is populated based on the type of field it is.

Below are the field types available.

Pre-populate start form via javascript

You are able to pre-fill any of the fields on the start form via javascript on your website. Within the widget script there is a property containing the form fields that you can provide a value for that will be filled out on the form.

An example of how the form will look below.

form: {"name":"","email":""}

An example with the form pre-filled.

form: {"name":"Natterbox Example","email":"example@natterbox.com"}

This would pre-fill the name field with “Natterbox Example” and the email as “example@natterbox.com”.

If the values are left blank these will be left as blank values on the form that need to be filled out by the user of the widget.

The fields expect a string value and if any other values are presented this may result in a null value meaning the form field needs to be filled out manually.

This functionality is always available, it’s only used if you set up the script to be pre-populated with a value.

Behaviour

Unique Session

Enabling unique session means that every session created on a Chat Widget will create a brand new conversation.

If this is disabled it means that if a user starts a conversation on the chat widget and closes the session. If they start a new conversation within the timeout period the conversation will show in the previously created conversation.

Auto Route Conversation

When enabled this will start routing in the routing policy right away without any message being sent. This means solutions can be built to have a welcome message or an AI Agent can begin the conversation.

When this is disabled it means the conversation is not created or routed until the first message is sent by the user.

This disables quick actions, more information below.

Quick Actions

Quick actions are a way for you to create quick templated messages to be used as a conversation starter. These actions become hidden after sending the first message and are only intended as conversation starter.

These are disabled if auto route conversation is enabled.