Take your website and customer service to the next level with WebChat. WebChat is a live interface enabled on your website, so that you can communicate with your leads and customers in real time. This accessibility helps to increase customer satisfaction and build trust, as queries and concerns can be addressed promptly. Furthermore, it can lead to higher conversion rates and sales by facilitating direct engagement and personalized assistance. This guide will show you how to install WebChat and connect it as a channel in your Command Center inbox.

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To get started, click on the Add Channels button in Command Center

On the My Channels Screen locate WebChat and click on Connect 

On the screen that follows, click on Connect to grant the necessary permissions.

Next you'll need to add WebChat to your site. For a Thryv Site, meaning your website is managed by Thryv, click on Thryv Website. This will alert Thryv's web team to add the WebChat widget to your website and make sure everything is running smoothly.

For an External Website, meaning your site is managed by someone other than Thryv, you will need to copy the HTML code and paste it at the end of your header in the code for your website. You will receive a message with the code to your email address (the email address of the staff member that is logged in and connecting WebChat) containing the code to paste. Note that if your email address is also connected as a channel, you will see it in your Command Center inbox as well.

After this step, the install is complete! Please allow 24-48 hours for our web team to add the WebChat widget to your Thryv site. Alternatively, for immediate service, you can call us directly at 866-239-8317 to have WebChat added. Between 8am to 2am CST, Monday through Thursday, Friday between 8am to 7pm CST, Saturday 10am to 4pm CST, and Sunday 5pm to 2am CST.

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Using WebChat to Communicate

When a visitor to your website initiates a conversation through WebChat, they will be prompted to enter their information. This is used to either create a client card for them, or associate the conversation to an existing client card. 

When your customer completes the form and sends their message, you will instantly receive a Thryv notification, and the message will appear in your inbox.

After sending their message:

• If you are a Business Center user, an auto-response will be sent indicating the time zone in which your business hours operate, so the client will know when to expect a response

FAQ

Can I add WebChat to my website if my website platform or provider does not allow me to insert custom HTML onto my website? No, in this case you wouldn't be able to install WebChat onto your website. For example, some website platforms do not let you install custom HTML on your website, such as HIBU or GoDaddy's website builder (WebChat can be used on a GoDaddy hosted site if the site is built on another platform, such as WordPress).
 

How do I know which connected channel I received a message from? All incoming messages are organized and shown in the conversation thread under a header of the channel it was received from. Once a new message is received from a different channel a new header will appear in real-time above the new message within the conversation thread.

How long after the initial message can I respond to a WebChat conversation?From the initial message, you can respond to the customer directly from your inbox to WebChat. A WebChat session stays open indefinitely, as long as your customer does not clear their browser cache. Or, if your customer opened webchat in an incognito window, the session will end when they close the session. In this instance, you can then only respond to the customer by selecting SMS or Email if the telephone number or email address is saved.

How do I capture lead contact information from multiple platforms? Messaging apps connected via the App Market include an instant-reply request feature. When a customer connects with you from any connected channel, they will receive an instant reply requesting their name and email address. All information entered automatically creates a new contact in your Thryv Business Center CRM or updates an existing contact with additional details captured.

Can I connect WebChat to my website if I don’t have a Thryv Managed website?Yes! WebChat will connect to any Website that can accept using a source code. You will need to paste the WebChat snippet into the code of your website yourself. Below are some guides we have created for some of the most popular 3rd party website platforms:

• Wix
• WordPress
• SquareSpace

I have an external (managed by someone other than Thryv) website, and I'm trying to make changes to my WebChat widget. Do I need to copy and paste the code again?No, any changes you make in the app will update automatically using the same code, there is no need to copy and paste again.

How can I uninstall WebChat from my website?If you have a Thryv Managed website, you can remove WebChat by disconnecting the app from the App Market. If WebChat was added to your site using an Html code you will need to remove the code to remove WebChat from your site.

Can I change the color of the WebChat widget?

No, the WebChat widget color is fixed and can not be customized.

How do I receive notifications from WebChat?

You will receive a push notification on your mobile device through the Command Center app. Remember to have the Command Center mobile app installed and that permission for notifications is granted. 

Want to know how other Command Center users are managing their leads? Ask our Community! Get answers from other users or our Product team. To post, all you have to do is sign in with your Command Center credentials