# Webchat (SMS)

## Overview

This tool provides a way for prospects and customers to fill out a webchat form, which sends a message into your CRM account, and creates an sms conversation.

All the functionality of your basic CRM webchat widget was recreated inside our advanced webchat Conversion Tool™, including:

* Triggering workflows from new “webchat replies”
* Robust activity logs in contact records for attribution tracking.

{% hint style="info" %}
This Conversion Tool™ is a full replacement of your basic SMS chat widget 🎉🎉🎉
{% endhint %}

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##  Use Cases

* Lead capture on websites and funnels
* Customer support via SMS communication
* Direct contact between a prospect or customer and your CRM account
* Trigger SMS communication automation using workflows to nurture leads

***

## Configure Webchat Tool

### Step 1: Open Tool

Navigate to your widget management area in your CRM software and open the Webchat tool.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2Ftsn4b1f4JeFgKdiHj1uZ%2FXnip2024-02-06_13-51-16.jpg?alt=media&#x26;token=d18606db-d838-431e-b9f4-520b67331c67" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
If you have not added this tool to your widget yet, add the tool first, then you can configure the tool settings. [Click here to learn how to add new Conversion Tools™](https://widgets.yourhelpcenter.net/conversion-tools/add-reorder-and-delete-tools)
{% endhint %}

***

### **Step 2: Set Tool Titles**

**Title:** Set the name of the Webchat tool that will be displayed on the initial widget view.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FwyKazNO4Z2cWbCZCYjpS%2FXnip2024-02-06_13-55-46.jpg?alt=media&#x26;token=15bc2ff3-3a25-4dcc-9117-9a593b6a2f61" alt=""><figcaption></figcaption></figure>

**Panel Title:** Define the text that appears at the top of the Webchat tool once it's activated by a visitor.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2F2C4jjwGNFNpsI3cqZtlD%2FXnip2024-02-06_13-56-21.jpg?alt=media&#x26;token=ad60a04c-4c87-42f8-8dc1-84b2646a108b" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
[For more information on Title and Panel Title, please view the help article here.](https://widgets.yourhelpcenter.net/conversion-tools/title-and-panel-title)
{% endhint %}

***

### Step 3: Configure Tool Visibility

In the **Tool Visibility** section, specify when the Webchat tool should be visible based on your office hours found in the widget settings.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FaTXZsM4FoNhuxxIM4vgw%2FXnip2024-02-06_14-09-52.jpg?alt=media&#x26;token=f6b7beb6-614e-43ea-a3f4-fa95833c5313" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
[For more information on Tool Visibility, please view the help article here.](https://widgets.yourhelpcenter.net/conversion-tools/tool-visibility)
{% endhint %}

***

### Step 4: Select Default Country

Choosing the default country will change the "Country Code" when the prospect or customer enters their phone number into the Webchat form.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2F5X5RsRD2eGzLFCd7Wr9Z%2FXnip2024-02-06_13-58-13.jpg?alt=media&#x26;token=6a682461-806b-44e8-ab7e-4ed6223168e0" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
**IMPORTANT:** If you do not select the correct default county, the prospect or customer can still change the country code manually, but the success rate drops due to potential human error.
{% endhint %}

***

### Step 5: Select Location

You will only have a single location to choose from. That location will match your current CRM account name. Open the dropdown and select that location to continue.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FcpgC7QxPll4EU8q3xYBk%2FXnip2024-02-06_13-57-15.jpg?alt=media&#x26;token=296e89bd-bc76-406b-b643-a98de4ccb049" alt=""><figcaption></figcaption></figure>

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FXoWxFk4WJTimmlpT4XwJ%2FXnip2024-02-06_13-57-59.jpg?alt=media&#x26;token=53d31fb5-b4f2-4545-b126-492b5123c70a" alt=""><figcaption></figcaption></figure>

***

### Step 6: Show/Hide Address

If you do not want to show your company's address, or if you use a PO Box and feel like showing that is unprofessional, you can always hide the address from view by toggling the "Hide Address" into the "ON" position.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FhFQR5kudGQY5Vcd0NTNu%2FXnip2024-02-06_13-59-52.jpg?alt=media&#x26;token=c85c81f7-fdf9-453f-8b9e-556b07557608" alt=""><figcaption></figcaption></figure>

***

### Step 7: Customize Form

#### **Initial Message**

When someone opens the Webchat tool, you want to greet them and make sure they fill out and submit the form. Here you have the opportunity to say whatever you want to help get this individual to convert and become a new lead.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FzidCuNbF4GzXZI3hCGmA%2FXnip2024-02-06_14-00-35.jpg?alt=media&#x26;token=d1baafea-3aa5-4519-b323-6267810e521d" alt=""><figcaption></figcaption></figure>

#### **Legal Message**

This message informs whoever is filling out the form about legal implications after submitting, such as SMS fees or privacy notifications. This is completely customizable.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2Fn9H8F5fhaRaWUmCY00VB%2FXnip2024-02-06_14-00-59.jpg?alt=media&#x26;token=610141ab-c525-4a7b-8673-70a63a97b5c8" alt=""><figcaption></figcaption></figure>

#### **Display Email Field**

If you want to collect the email of your prospect or customer, you can add and email field to the webchat form. Collecting the email helps a lot when matching current customers to contact records inside your CRM.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FLTn7MLK1QD6qBKd44x6A%2FXnip2024-02-06_14-01-45.jpg?alt=media&#x26;token=a1a0fb17-3e6d-46f6-8797-586064360f5d" alt=""><figcaption></figcaption></figure>

#### **Acknowledgment Greeting**

This greeting is the small line of text that represents the header of the "success" message.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FtZFxyLRG2qrV8vz37Xa8%2FXnip2024-02-06_14-02-20.jpg?alt=media&#x26;token=c4932b07-3f2d-439a-9046-43d918d97a89" alt=""><figcaption></figcaption></figure>

#### **Acknowledgment Message**

This is the body message of the "success" message where you can enter more information for your website visitor or customer after they submit the Webchat form.

<figure><img src="https://2512448455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FmBU4FIU4nEIoGXqPzkoT%2Fuploads%2FotpbHdmhQ89qYLGBXaWk%2FXnip2024-02-06_14-02-47.jpg?alt=media&#x26;token=6d3c70bb-98c6-4a88-b8a2-696ee5f478c7" alt=""><figcaption></figcaption></figure>