Setting the Topics for Your Web Chat

By default, your web chat will use all of the web chat topics that you’ve configured. To limit your web chat to use a specific set of topics, you need to define these in the web chat configuration.

Note: To configure the web chat topics themselves, use the Message Gateway Configuration tile. For full details on what a topic controls, see Web Chat Message Gateways.

You can also configure whether the customer will be able to select the topic or whether this should be automatically set based on the web page from which the customer opens the web chat. For instructions on configuring this, see Customizing the Display Options.

Adding a Topic

To add a new topic to the web chat, follow these steps:

  1. From the Web Chat configuration home page, click VIEW for the web chat that you want to edit. The Web Chat page is shown.
  2. In the Available Web Chat topics section, click Add. The Add Web Chat topic page is shown.

  3. To control the order in which your topic is listed, edit the Sequence field. By default, Syntelate Studio adds your new topic after all other topics.

    Note: The sequence is used by the Select chat topic dropdown in the web chat widget.

  4. In the Web Chat topic dropdown, select the topic that you want to add.
  5. Click Save.

Editing a Topic

If you want to change a web chat topic that you’ve previously added, you can edit it. This is quicker than deleting it and then adding a replacement. To do this, follow these steps:

  1. From the Web Chat configuration home page, click VIEW for the web chat that you want to edit. The Web Chat page is shown.
  2. In the Available Web Chat topics section, click Edit for the topic that you want to change. The Edit Web Chat topic page is shown.
  3. In the Web Chat topic dropdown, select the new topic.
  4. Click Save.

Note: If you just want to edit the topic sequence, use the Up and Down buttons in the Available Web Chat topics section of the Web Chat page.

Deleting a Topic

To delete a topic from your web chat, follow these steps:

  1. From the Web Chat configuration home page, click VIEW for the web chat that you want to edit. The Web Chat page is shown.
  2. In the Available Web Chat topics section, click Delete for the topic that you want to delete. The Confirm Delete dialog box appears.
  3. Click DELETE.