The anatomy of On-site Chat

Launcher

The button that shoppers need to click to open the On-site Chat plugin on a merchant’s website.

💭 How it’s used.

Shoppers click on the Launcher on a merchant’s site to request a chat. It can play a big role in enticing them to start a chat with an expert.

⚙️ How it works.

The standard version of the Launcher is animated, and cycles through icons highlighting the different ways in which shoppers can interact with and benefit from experts via On-site Chat.

🔧 Configuration

The Launcher can be customized to match a merchant's brand colors and appearance.

Launcher Bubble

The speech bubble which appears from the Launcher. It encourages shoppers to begin a conversation with an in-store expert.

💭 How it’s used.

Merchants can entice more shoppers to request a chat, increasing the likelihood of purchase and increasing basket value.

Shoppers can more easily start a chat, and have context for what they can get out of a chat.

⚙️ How it works.

Shoppers are able to dismiss the Launcher Bubble. In this case, they won’t see it again for 48 hours on that merchant’s site (or earlier if they clear their cookies).

🔧 Configuration

There are two standard kinds of Launcher Bubble merchants can choose:

Interactive Launcher Bubble, which features a text box for shoppers to start a chat directly without having to open the Messenger View.

Needs Selector Launcher Bubble, which features a prompt for shoppers to select the reason for starting a chat, leading to their chat request.

Messenger View

The interface for the On-site Chat plugin where shoppers can chat with experts. This is what shoppers see once they’ve clicked on the Launcher or Launcher Bubble.

💭 How it’s used.

Shoppers can interact with experts within this interface. Here, they’ll be able to see any photos, videos, or invites that experts send, and they can video call with the expert to view products live.

🔧 Configuration

You can customize the text appearing in the header of the Messenger View in addition to the first message which is shown before the chat starts. You can set different default messages for when your team is online, when it’s outside opening hours, or when your team is particularly busy and unavailable to claim the chat.