Customers can write to your AI employee on a ready-made ReceptionWorks chat page or in a chat window on your website. Both options are connected on the employee's “Channels” tab, and the conversations appear in “Inbox”.
Where to find it
Open “AI employees”, choose an employee and go to the “Channels” tab. There you will find the “Chat on your website” and “Separate chat page” blocks. After you connect, the second block is replaced by “Customer chat page”.
How to connect the employee to customers
- On the “Channels” tab, click “Connect to clients”.
- In the “Where customers will message you” field, choose:
- “ReceptionWorks chat page” — a ready-made page whose link you can send to customers;
- “Chat on my website” — a chat window on your website. Enter the address in the “Website HTTPS address” field.
- In the “Who responds to clients” field, choose a mode: “AI employee automatically”, “AI prepares answers, team checks” or “Team replies manually”.
- Click “Confirm connection”.
- When “Settings applied. The channel is connected.” appears, click “Done”.
When you connect, the employee's current saved settings go live.
How to check the chat page
- In the “Customer chat page” block, click “Open client page”. The page opens in a new tab.
- Write a question the way a customer would ask it, and wait for the reply.
- Go back to the dashboard and click “This employee's conversations” to see the conversation.
The address of the opened page is the link for customers. You can send it in a messenger or by email, or post it on social media.
How to add the chat to your website
- In the “Chat on your website” block, fill in “Your website URL”. The address must start with https.
- Click “Prepare code”.
- Click “Copy code”. If copying did not work, select the code in the “Ready-to-use code for your website editor” field and copy it manually.
- Open your website editor and find the block for inserting code. It is often called “HTML”.
- Paste the whole code and save the changes on your website.
- Click “Open the site and check”. A chat button appears in the bottom right corner. Click it, ask a question and make sure a reply arrives.
Field names depend on your website editor. If you cannot insert the code, you will need help from the specialist who maintains your website.
If the employee is not yet connected to customers, the “Prepare code” button connects it right away, and it will reply automatically. To start with a different mode, click “Connect to clients” first.
Code for a web developer
The “Code for testing on localhost and test sites” block is for the developer who builds or changes your website. This code works on the developer's computer and on the listed test addresses, but not on your main website.
- If your website has a test copy, enter its address in the “Test addresses, if any (separated by spaces)” field.
- Click “Prepare test code”.
- Click “Copy test code” and pass it to the developer.
Conversations from the test code appear in “Inbox” with the “Test” label and are not counted as customer support requests. When testing is finished, click “Disable test code”.
How to manage the connection
In the “Customer chat page” block, open “Connection management”:
- “Update connection code” — issues a new code. The old code on your website and the previous chat page link stop working. Insert the new code on your website and send customers the new link.
- “Turn off channel” — stops new conversations both on the chat page and on your website. The history is kept.
To accept customers again, click “Reconnect channel”.
If the “The channel is using previous settings” block appears on the tab, click “Refresh channel”. The next replies will follow the current settings, and the conversations are kept.
Good to know
- Owner and Administrator can connect the employee to customers.
- Only the Owner can change the address of an already connected website, issue test code, renew the connection code, turn the channel off and on, and update the channel.
- The chat window works only on the website whose address you entered, with or without “www”.
- The chat page and the website chat are one channel of the employee. The Owner changes the reply mode on the “Communication” tab in the “Who responds to clients” block.