Rich Web Chat v5

# Introduction

RWC (short for Rich Web Chat) allows the user to interact with a bot using web chat forms of communication embedded into a website or could even be its’ own website. Common uses of RWC that you might see everyday are things like FaceBook chats, or when you go to a website and a chat box appears with "someone to assist".

Here are a samples of OneReach’s RWC bot in action:

Chat preview 1 Chat preview 3 Chat preview 2 Chat preview 4

# How is it used?

This allows to build bots that can be used on webpages to automate certain processes. Maybe collect potential client information for a sales team to reach out to, or inform a client if they have been approved for a student loan, or create an account for access to a company’s services, or streamline the process for the customer and connect them with an appropriate customer service representative such as billing.

# Step templates

  • Wait for Chat (RWC) – this is the gateway step template, that starts a Rich Web Chat conversation after the chat URL is opened.
  • Request Response (RWC) – use this step to send a message to an end user in a specified Rich Web Chat conversation and wait for a response.
  • Send Message (RWC) - use this step to send a message to an end user in a specified Rich Web Chat conversation without waiting for user reply.
  • Change or Delete Message (RWC) - use this step to modify or delete message, that was previously configured and executed in the flow.
  • Request Web Form Response (RWC) - use this step to send a message to an end user in a specified Rich Web Chat conversation and wait for a web form submission.
  • Process Global Commands (RWC) - use this step to route global commands, set in Wait for Chat (RWC) step, that end-user can use anytime during the RWC conversation.
  • Return to Main Thread (RWC) - use this step in combination with Process Global Command (RWC) to return flow to the main thread.
  • Set Additional Content (RWC) - use this step to add, append or override additional content as video or as HTML.

# Customization

You can customize chat using Wait for Chat (RWC) step in Look and feel collapsible group which incorporates all possible customization options for RWC.

# Embedded chat

Add an embedded chat window to your website so customers can quickly get answers to their questions by chatting with a bot while browsing your site. The chat window sits unobtrusively on your web page. When customers want to chat, they just click the button to launch the chat.

You can set up embedded chat using Wait for Chat (RWC) step in Embedded chat customisation collapsible group.

Last Updated: 1/5/2023, 12:33:22 PM

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