Sharpen Chat

Overview

Sharpen Chat allows you to add a live chat window directly to your website, giving customers an additional channel to reach your team. When a visitor initiates a chat, the interaction is routed to an available agent just like any other interaction type. Webchat is included as part of the Sharpen platform and requires no additional licensing or fees to enable.

Sharpen Chat supports the following capabilities:

• Custom Themes

  • Personalize the chat window with your brand colors and styling.

• Logic Bot Integration

  • Automate initial customer interactions and routing through Sharpen Classic Logic and Actions before handing off to a live agent.

• Preview Chat

  • Allows agents to see what a customer is typing in real time, before the message is sent, giving agents more time to prepare a response.

Building a Chat Theme

Chat themes control the visual appearance and behavior of the chat window presented to website visitors. To get started, navigate to the Sharpen Chat configuration page and either select an existing theme from the left panel or click Build New Theme.

• Name

  • Enter a name for the theme. If you plan to use multiple themes, choose a name that clearly identifies its purpose or the website it is used on.

• Colors and Text

  • Use the color picker to set your Primary color (applied to chat bubbles) and Secondary color (applied to notifications). You can also adjust notification color opacity using the toggle.

• Title

  • Enter the text that will appear at the top of the chat window when a visitor opens it. A welcoming phrase such as "Welcome!" or "How can we help?" is recommended.

• User Info

  • Configure how basic customer information is collected before the interaction reaches an agent. This is handled through a Logic Bot, which is the only supported method for pre-interaction data collection.

• Logic Bot

  • Select the Logic Bot to associate with this theme. The Logic Bot manages initial prompts, automated responses, and interaction routing before connecting the customer to a live agent. For more information, refer to the Actions and Logic documentation.

• Graham

  • This is a legacy field that was previously used to collect customer information. It has been replaced by the Logic Bot and toggling it on or off will have no effect on bot behavior. This field can be disregarded.

• App Key

  • A unique identifier automatically generated for your chat theme. This key is used to link the chat theme to your website embed code. The App Key will not appear until the theme has been saved for the first time.

Note: To enable Preview Chat — which allows agents to see a customer's message as it is being typed — navigate to Admin > Settings > Manage Users or Admin > Settings > User Groups and enable the setting there.

Use the preview window on the right to see how your customizations will appear to website visitors before saving.

Embedding Chat on Your Website

Once your theme has been saved, the Setup tab will become available. This tab contains the HTML embed code needed to add the chat window to your website. Copy the provided code and insert it into the appropriate location within your website's HTML.

This article is part of a series on Admin Configuration topics. Click here to access additional articles and topics.