Telenor Engage

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  • connect your Shopify store to Digital Connect

    Shopify integration allows you to connect your Shopify store in Digital Connect and access customer data side by side within the chat window to resolve order related queries during a conversation.

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    How to connect your Shopify store to Digital Connect?

    Shopify integration allows you to connect your Shopify store in Digital Connect and access customer data side by side within the chat window to resolve order related queries during a conversation.

    Before starting this integration, you must have at least one store already set up in Shopify.

    Prerequisites

    • Be an admin of your Digital Connect account
    • Be an admin for your Shopify store

    Here are the steps to connect your Shopify store with Digital Connect:

    • Login to your Shopify store admin panel and click on Settings
    • Next, Click on Apps and sales channels
    • Click on Develop apps
    • Click on Allow custom app development
    • Click on Create an app
    • Provide a name for your app and then click Create app
    • On next screen, click on Configure Admin API scopes
    • Select the following scopes and then click on Save
      • Assigned fulfillment orders
      • Customers
      • Discounts
      • Draft orders
      • Fulfillment services
      • Inventory
      • Locations
      • Order editing
      • Orders
      • Payment terms
      • Product feeds
      • Product listings
      • Products
      • Purchase options
      • Returns
      • Shipping
      • Shopify Payments accounts
      • Shopify Payments bank accounts
      • Third-party fulfillment orders
    • On next screen, click on Install app
    • Now, click on Install
    • Click on Reveal token once

    Please make sure to copy this token and store it in a safe place, as this wont be displayed again

    • Click on icon to copy API access token
    • At this point, you will need to login to your Digital connect account as admin and click on Integrations and then select Shopify from the screen. Enter your Shopify store URL and API access token (previously generated from Shopify store) and click Connect.

    And that’s it! All your Shopify store data will now be synced to your Digital Connect account.

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  • install the live chat widget manually on any website

    Before your visitors can start conversation with you, you’ll need to add the Chat widget to your website by embedding the Chat widget script in the HTML source code of one or more pages.

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    How to install the live chat widget manually on any website

    Before your visitors can start conversation with you, you’ll need to add the Chat widget to your website by embedding the Chat widget script in the HTML source code of one or more pages.

    Make sure you have access to your website HTML code and that you are qualified to do website management.

    To add the Chat widget to a web page

    • From left navigation bar, click on Channels > Web Messaging > Add Integrations, then click on Settings tab
    • Copy the widget code as shown in the example below.
    • Open your website’s main HTML file (e.g., index.html) in a text editor or IDE.
    • Paste the widget code you copied before the closing ‘body’ tag of your HTML file as shown below.
    • Save the HTML file and upload it to your web server if needed.
    • Save and publish the page.

    The widget should be visible after reloading the page in a browser.

    How to remove the live chat widget?

    • Open the HTML file where the widget script was embedded.
    • Remove the script tag or widget code you added earlier. For example,
    • Save the HTML file and upload it to your web server if needed.
    • Save and publish the page.

    The widget should no longer be visible after reloading the page in a browser.

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  • Add Live Chat as a Digital Connect

    Add live chat as a Digital Connect channel to manage conversation between your website visitors, bot and agents.

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    Add Live Chat as a Digital Connect Channel

    Add live chat as a Digital Connect channel to manage conversation between your website visitors, bot and agents.

    Browser Compatibility

    The live chat widget works with most modern web browsers. Here are the supported browsers:

    • Google Chrome
    • Microsoft Edge
    • Apple Safari
    • Mozilla Firefox

    Follow the steps below to create a live chat channel.

    • Click on Channels > Web Messaging and then click Add Integration.
    • Click on Pre-Chat form on your Web Chat Widget page. You will see the following screen.

    Pre-Chat Form tab

    You can use Pre-Chat form to collect information about your website visitors as soon as they click on your live chat widget. You can use this to collect name, e-mail address, and other details before initiating the conversation.

    These fields are explained below:

    1. Pre Chat Message

      Write a message to start a conversation with the customer. For e.g., “Before we get started, please share your name and phone number to assist you better.”
    2. Pre Chat Form Fields

      Enabling this option will add a pre-chat form to your Website Chat. If enabled, your website visitors will be presented with a form to fill out before they initiate a conversation. With this option enabled, you can include additional custom fields when necessary. You must set the Visibility for the fields and mark them as Required or Optional depending on your preferences. You can also Modify and Delete the custom form fields.

    Name is the only standard field for the Pre Chat form and cannot be deleted.

    • Click Save and then click Continue to move the next screen.

    Widget tab

    Click on the Widget tab to customize the text and appearance of your web widget on this page. You will be able view how your widget looks in the Preview on the right..

    These fields are explained below:

    1. Welcome Heading

      Write a greeting message to be displayed at the top of the widget for your customers. For e.g., “Welcome to Acme Corp.”
    2. Welcome Tagline

      Write a tag line to be displayed under the welcome heading. For e.g., “How can we help you today?”
    3. Widget Color

      Click the color palette and select a color to match your widget with your website’s branding.
    4. Reply Time

      Set a realistic response time with instant bot replies or agent responses within minutes to a day
    5. Widget Bubble Type

      Customize your widget bubble to grab attention—choose to display it with custom text or keep it subtle without text. For e.g., “Chat with us.”
    6. Start Conversation Button Text

      Write text for the the button to inform users clicking it will start a chat session.

    Bot tab (Optional)

    Click on the Bot tab to go to the Bot settings page. You can manage your bot here to interact with your website visitors when they click the live chat widget to initiate a conversation.

    1. Publish Bot

      Enable the Publish Bot toggle to select a bot for your Web channel. If you haven’t created a bot or prefer visitors to interact with agents, keep this toggle disabled and enable out of office for your web channel to inform visitors of agent availability hours.
    2. Select Bot

      Select a Bot from the drop down to publish on your web channel. When a bot is published, it will have a ‘Published’ label next to it. If you select a new bot, the currently published bot will be marked as ‘Unpublished’ and the new bot will be labeled as ‘Published’ for easy identification.

    Only Bots created for Web channel will be shown in the drop down menu.

    Settings tab

    Click on the Settings tab to manage your website URL and Property ID. The Property ID in a chat widget typically refers to a unique identifier assigned to the widget or the specific instance of the chat service on your website.

    Regenerating the key for Property ID will create a new identifier for your live chat widget, which may disconnect the previous widget. To restore functionality, update your site’s widget code with the new Property ID.

    1. Website URL
      Enter your website URL. For e.g., www.example.com
    2. Property ID
      View the property ID here. You can generate a new key for your Property ID here.

    Click Save and click on the copy button to copy the code into your website.

    Learn how to add a live chat widget to your website.

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  • Search for a Shopify customer in Digital Connect

    You can search for a Shopify customer during a conversation within the shopify pane.

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    Search for a Shopify customer in Digital Connect

    You can search for a Shopify customer during a conversation within the shopify pane.

    You can search for Shopify customer using the following properties.

    • Email address
    • Order number

    Click on Orders and then enter the valid email address or order number in the search bar to view customer details.

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  • Search for a Shopify order in Digital connect

    At times, customers will reach out to you with the order related queries to help resolve them.

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    Search for a Shopify order in Digital connect

    At times, customers will reach out to you with the order related queries to help resolve them.

    • Click on Orders and enter order ID in the search bar to retrieve order details and resolve customer queries.

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  • Cancel a Shopify order in Digital Connect

    At times, your customers might just change their mind and contact customer support to cancel their order.

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    Cancel a Shopify order in Digital Connect

    At times, your customers might just change their mind and contact customer support to cancel their order.

    You cannot cancel an order once its fulfilled. Order cancellation process is not reversible once confirmed.

    • Click on the Shopify tab in the right-hand panel and enter the order # in the search bar to retrieve the order related information.
    • Click on Action button and then click on Cancel button.
    • Once, Order cancellation modal appears, click on Confirm to cancel the order.

    Once cancelled, order will be cancelled from the Shopify store and order status will be updated.

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  • Edit a Shopify Order in Digital Connect

    There are times when your customer might want to change an item or if you need to add or remove an item. For example, a customer might want to change the size or color of an item on their order.

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    Edit a Shopify Order in Digital Connect

    There are times when your customer might want to change an item or if you need to add or remove an item. For example, a customer might want to change the size or color of an item on their order.

    The edits you can make to an order depend on the fulfillment status of the items. If an item is fulfilled, then you can’t remove the item or adjust the quantity, but you can edit unfulfilled items and add products to the order.

    • Click on the Shopify tab in the right-hand panel and enter the order # in the search bar to retrieve the order related information.
    • Click on the Action button and then click on Edit button to open edit order view
    • You can now add new items and/or increase or decrease quantity of existing items.
    • Once you have made changes to your order then click the Update Order button to update your order contents to the Shopify store.

    You can click on the ‘View in Shopify’ link and you will be redirected to the Shopify page to view detailed information about the order.

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  • Create a Shopify order in Digital Connect

    You can effortlessly create a new shopify order data in Digital Connect while chatting with your customers and automatically generate an order in Shopify store

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    Create a Shopify order in Digital Connect?

    You can effortlessly create a new shopify order data in Digital Connect while chatting with your customers and automatically generate an order in Shopify store

    • Click on The Shopify tab on the left-hand corner and click on Create new order
    • Click on The Shopify tab on the left-hand corner and click on Create new order
    • Now you can choose products from the drop down list containing all products that exist on your Shopify store. You can also search for products using the search box.
    • Select a product and click on Add to add the product to the cart. You can choose the minimum or maximum product quantity or delete the product to remove it from the cart.
    • Once you have added the products, Click on Add Order button and your order will be successfully created in the Shopify store. An order conformation modal will pop up which comes in handy to provide the order number during a customer conversation.
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  • add a chat widget to a Shopify store

    You can add a chat button on your Shopify store to enable your customers to talk to your support agents to resolve their order related queries.

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    How to add a chat widget to a Shopify store

    You can add a chat button on your Shopify store to enable your customers to talk to your support agents to resolve their order related queries.

    In this tutorial, you’ll learn how to add the chat Widget to a Shopify store.

    Prerequisites

    Be an admin of your Digital Connect account

    Be an admin for your Shopify store

    Step 1: Chat Widget Settings

    Here’s how you can create the chat widget as per your requirements (match the style of your Shopify store logo, colors, etc.) in Digital Connect and generate the widget code.

    Step 2: Add the code to your Shopify store

    • Log in to your Shopify store admin panel myshopname.myshopify.com/admin
    • Click on Online store and then Themes in the left navigation pane
    • On next screen, click on Actions and then Edit code.

    • Now click on theme.liquid and scroll on the page , and paste the widget’s code snippet after the tag — it should insert a single line starting with .
    • And that’s it! Save the changes, exit and refresh and the Chat Widget will be visible on your Shopify store.
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  • digital connect insight

    Digital Connect Insights is a reporting and analytics dashboard that allows you to measure and monitor your bot performance, agent productivity, ticket volume, customer satisfaction, response time, resolution time and WhatsApp conversation costs.

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    Insights

    Digital Connect Insights is a reporting and analytics dashboard that allows you to measure and monitor your bot performance, agent productivity, ticket volume, customer satisfaction, response time, resolution time and WhatsApp conversation costs.

    You must have the Platform Administrator role to use the Insights Analytics Dashboard.

    Overview tab

    Use the Overview tab to get a snapshot of some of the information collected in the Insights dashboard.

    Agent tab

    Agent Performance

    The Agent Performance tab provides information on agents’ conversation activities and resolution times, helping supervisors compare efficiency and provide targeted training.

    Agent Conversations

    The Agent Conversation tab provides information into various customer service data like how many conversations are in each status, total conversations with specific tags, and channel wise conversations.

    Voice of Customer tab

    The Voice of Customer tab provides an overview of customer feedback received through post-conversation surveys. For each completed survey, it displays the respondent’s details, their given score, the survey date, and a cumulative score tally for each agent.

    Bot tab

    The Bot tab offers analytics on the data generated from interactions between users and the chatbot. This information provides insights into various aspects of chatbot performance, user behavior, and the overall effectiveness of the chatbot implementation.

    WhatsApp Insights

    The WhatsApp Insights tab offers detailed analytics on conversation-based pricing for your WhatsApp Business Account. It includes information on the total number of conversations, overall costs, and breaks down charges for marketing, utility, authentication, and service interactions.

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