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02 - Registration of chat applications
7 min
Created by Maria Luiza Malheiro da Cunha on 7/15/2020 2:25 PM
Updated by Karine Moreira on 9/20/2024 5:09 PM

In this article, you will learn about the concept and how to register chat applications.

Chat applications are plugins that can be installed on websites of your choice so that customers can contact your support team.

How to register?

Go to Settings > Chat > Applications. On this screen, you will see the chat, knowledge base, and chat + knowledge base applications. To add a new application, press the button nova conta.png. The chat application is structured in 8 tabs, which are:

  1. Main;
  2. Appearance settings;
  3. Application code;
  4. Integrations;
  5. Parameters;
  6. Service hours;
  7. Holidays;
  8. Chat groups.

1. Main

In the Main tab, the following fields are presented:

  • Name;
  • Description;
  • Application type.

These fields are responsible for presenting your application to the customer in Movidesk and can be viewed alone or together with the Knowledge Base application.

Attention: If you set the application type as Knowledge Base, check the article Knowledge Base Application: settings to understand its behavior and operating conditions.

2. Appearance Settings

In this tab, you should define the name, logo, position, height, format, font color, and other information that contribute to the display of your application on the screen.

Tip: We strongly recommend that the Application Height on the screen be 60px to fit all device screens (web and mobile) as best as possible. Otherwise, expected errors may occur in the layout and responsiveness of the application presentation, for which Movidesk is not responsible.

3. Application Code

In this tab, the code will be generated that you can apply to your website so that the Movidesk chat appears as available. Copy the code generated in this tab and paste it into the body of your website or system, and the chat will be working. You can also place the chat call within the access profile. In Customer Access Profile > Tickets > Application for ticket opening via chat > choose which application you want. This way, when accessing the system, the customer can also contact you via chat.

4. Integrations

This tab presents instructions regarding WordPress. If your site uses the WordPress platform, you can download and install the plugin.

5. Parameters

This tab presents general parameters about the chat application, such as:

  • Show offline message form: With this parameter checked, when the agents handling the selected issue are offline, a form will be displayed for the customer to send their message. This message will be turned into a ticket to be responded to later.
  • Show estimated response message: If this parameter is enabled, by default the selected option will be in the waiting queue. If desired, you can change it to display the average wait time.
  • Show agent avatars (random mode): When enabled, shows the avatars of registered agents in the system randomly. Agents who are online are identified by a green circle and the online status. Note, as it is not possible to choose an agent for service by clicking on the photo, avatars are not clickable.
  • Show customer reference code field: Defines the display and mandatory nature of the customer reference code field in their identification.
  • Show customer email field: Defines whether the customer email field should be displayed in their identification and whether its completion is mandatory or not.
  • Show customer phone field: Defines whether the customer phone field should be displayed in their identification and whether its completion is mandatory or not.
  • Show satisfaction survey at the end of the conversation: If this parameter is checked, the system will show the customer a block to evaluate the service received.

6. Service Hours

If this field is enabled, chat requests will be transferred according to the service hours, in addition to having some agents online, it will also be necessary to be within the service hours. If the parameter is unchecked, chats will be transferred whenever any agent from the group is online, regardless of the day or time. 

The "Time zone" field determines which time zone will be used in chat support. 

Tip: The option "Set calendar as default" will override the time set in Settings > Parameters, tab Settings, from the default calendar to this chat service hours calendar. Conversely, the "Restore default calendar" option will restore the setting to the original again.

7. Holidays

In this tab, you can define which holidays the chat integration service should respect. The days indicated in this block will not have chat support, even if there is an agent online.

Tip: The "Load all holidays" option allows you to automatically load the holidays that have been registered in the database. If you want to register more holidays, go to Settings > SLA > Holidays.

8. Chat Groups

This tab has the field "Select chat group". In this field, you can define which groups (service areas) will be available in your application, and you can create different applications for different service areas. Selecting at least one group is mandatory. 

Still in this tab, there is the option "enable out-of-hours service". If desired, mark the mentioned parameter. If you want to delete a group, do so via the button Delete.

After configuring all your preferences regarding chat applications, click Save for the system to apply the additions/changes.

To learn more about Chat Groups, check out this documentation here.