C21. Webchat widget
- Japneet Kaur (Deactivated)
Analytics
Release notes
Date | Update | Updated by |
|---|---|---|
14 Jan 2022 | Component finalised | @Japneet Kaur (Deactivated) @Steven Mao (Unlicensed) |
Overview
Objective
The webchat widget allows a user on the website to chat with an Information Officer in real-time. The widget is powered by Genesys.
Feature was identified as high client impact touchpoint. Since being live from April 2021, ~10% of telephone volume is via webchat, even without promotion.
A webchat currently exists on the home page of the existing Law Access website. There is currently no webchat on the Legal Aid website.
Use case
It appears on the website after a set time on the page prompting user to have the conversation with the support team
Business rules
BR-# | Business rule |
|---|---|
BR-1 | The webchat widget is not managed by the CMS but by Genesys |
BR-2 | The styling should align with creative styling of the website. See designs for guidance |
BR-3 | The author should be able to enable and disable the webchat pop-up for certain pages |
BR-4 | The author should be able to enable and disable the webchat pop-up based on timing (e.g. only show during business hours). |
BR-5 | The website should be fixed to the bottom of the screen and overlay on top of other elements. |
BR-6 | Interaction When you land on the homepage the full pop-up widget appears with the icon and the text "how can we help" After 2 scrolls the words disappear and only the icon appears |
Design
Desktop | Mobile |
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Recommended copy:
CMS Elements
Not applicable