Settings & Configuration

This guide covers the setup and troubleshooting for Website Widgets, Agent Management, and Interactive Helpdesk tools.

General Settings

Activation: Go to Settings, then General, and select Whatsapp Widget. Enable the toggle and perform a Hard Refresh (Ctrl + Shift + R) on your website to view changes.
Visibility Check: If the widget does not appear, ensure the toggle is ON and test in Incognito mode. If it remains missing, raise a CRB to the Tech Team.
Auto-Disable Issue: If the widget disables itself automatically after saving, raise a CRB to tech immediately.
Custom JavaScript: Create a CFR for the tech team to provide the script for custom implementations. Implementation must be handled by the client's developer.
Change Position: To move the icon from Right to Left, navigate to Settings, then Website Widget, select Whatsapp Widget, and adjust the Position setting.
Images: Custom images for the WhatsApp pop-up section are currently not supported.
Number Not Reflecting After Migration: If the brand has migrated to another service provider and the number is updated on both the dashboard and internal dashboard but is still not showing on the WhatsApp widget, follow these steps:
1. Toggle the WhatsApp widget off and on from General settings.
2. Go to Settings → WhatsApp Widget and click Save.
3. If you encounter an "Invalid URL" error, this indicates a backend configuration issue — raise a CRB for both: the error on save, and the number not reflecting on the widget.

Activation: Navigate to Settings, then General, and select Reward Widget to enable the toggle.
Not Appearing: Perform a Hard Refresh. If the issue persists, verify that the toggle has remained in the active state.
Alignment Issues: If the icon overlaps other elements or is misaligned, capture a screenshot and raise a CRB.

Enable Alerts: Go to Settings, then General, and ensure both Audio Notification and Browser Notification are enabled.
Clear Cache: Ask the client to clear browser cache or test in Incognito Mode if alerts are not triggering.
Bug Reporting: If alerts fail after browser checks, record the issue and raise a bug report to the tech team.
Customer Details Pop-up: To view contacts who signed up via the website pop-up, click Download Contacts inside the Customer Details tab in Settings.

To update the visual and textual elements of the customer-facing popup, follow these navigation steps:

Navigate to Settings: Access the main settings gear in the dashboard sidebar.
Select Widget: Click on the 'Widget' sub-menu.
Popup Widget: Choose the 'Popup Widget' option.
Edit Popup: Click on the 'Edit Popup' button to modify the Image and Welcome Text.
Save: Ensure you save changes to push the update live to your website.

Adding & Deleting Agents: Use Settings > Helpdesk > Agent to add or delete users. Note that the standard plan limit is usually 5 agents.
Internal Backup: If the frontend management fails, use the Internal Dashboard under Configure Agents to perform deletions.
Limit Exceeded: Check the Max Users count in the Internal Dashboard under Configure Agents and increase the count if necessary.
Password Reset: Admins can reset agent passwords by navigating to Settings > Helpdesk > Agent and selecting Edit.
Forgot ID: Check Client Level login details in the internal system to reshare credentials with the client.

Add New Tag: Navigate to Settings, then Helpdesk, select Interactive tools, and click Tags to create a new tag.
Export Data: To find customers associated with a specific tag, go to the Tags section and click Download Report for that specific tag.

Upload: Go to Settings, then Helpdesk, navigate to Interactive tools, select Video messages, and click Add Video Message.
Usage: Once added, agents can use the Video Icon inside any customer chat transcript to send the pre-uploaded video.

Quick Troubleshooting

Most widget visibility issues are resolved by a Hard Refresh (Ctrl + Shift + R) or by checking the status in an Incognito Window.

Escalation Note

When raising a CRB for widget or agent issues, always include the Brand Name and a Screen Recording of the dashboard settings.