Telenor Engage

Category: Support Channel

  • 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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  • Reauthorize your Facebook Messenger account

    Digital Connect may at times lose connection to your Facebook Messenger account. This may happen when you change your account password, but it could also happen randomly due to API problems at Facebook’s end.

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    Reauthorize your Facebook Messenger account

    Digital Connect may at times lose connection to your Facebook Messenger account. This may happen when you change your account password, but it could also happen randomly due to API problems at Facebook’s end.

    You can apply the following steps to reauthorize your account:

    • Follow the same steps as described in this article. The only exception would be to add new login credentials when prompted and you’re done!

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  • Mandatory requirement Instagram connect channel

    Before you can add Instagram channel, you have to make sure that you fulfill the following requirements.

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    Mandatory requirements to add Instagram as a Digital Connect channel

    Before you can add Instagram channel, you have to make sure that you fulfill the following requirements.

    1. Your Instagram account must be registered as a Business account
    2. The Instagram account must be connected to a Facebook page
    3. You must allow access to Messages of Connected Tools

    How to link your Instagram profile to a Facebook Page

    1. Log into your Instagram Business profile on a mobile phone.
    2. If you haven’t already, convert your Instagram profile to a Professional Account — and set it to Business.
    3. Click Edit Profile, then click Switch to Professional Account and follow wizard by tapping on Continue
    4. Select Category that best describes your business and press OK to confirm.
    5. Click Connect or Create.
    6. You can choose to connect an existing Facebook page or create a new one.
    7. If you aren’t already logged into your Facebook account, do it now.
    8. You’ll be prompted to set up your Accounts Center.
    9. Click Yes, Finish Setup.
    10. Select the page that you want to connect the profile to, or create a new one.
    11. Click Done to complete the process.

    How to allow ‘Access to Messages’ on Instagram

    1. Log into the Instagram profile on a mobile phone.
    2. If you haven’t already, convert your Instagram profile to a Professional Account — and set it to Business.
    3. Go to Settings then click Privacy.
    4. Click Messages.
    5. Click the toggle so that Allow Access to Messages is enabled.
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  • Google Business Messages GBM

    You can now enable your potential customers to contact your business directly from Google Search and Google Maps. Once installed, Business Messages will be available as customer support channel to start live chat between your agents and customers.

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    Setup Google’s Business Messages (GBM) as a Digital Connect channel

    You can now enable your potential customers to contact your business directly from Google Search and Google Maps. Once installed, Business Messages will be available as customer support channel to start live chat between your agents and customers.

    Note: For now, Google’s Business Messages are only available for people that search on their mobile phones (Android and IOS) and only supports text messages and images. For the best interaction experience, follow the Google’s Business Profile messaging guidelines

    To set up access to Business Messages, you must have the following checklist ready:

    1. A Google My Business account.
    2. The Channel name in Digital Connect.
    3. The URL of your company’s website.
    4. The URL of your company’s privacy policy.
    5. The name and email address of a suitable contact person. Make sure that the email address uses your company’s domain and that you have access to it, as Google may send information to it during the verification process.
    6. The URL of your company’s logo. Make sure that the dimensions are 1024px x 1024px, and that the file is in .png or .jpg format. It also needs to look good when cropped to a circle! You won’t be able to change your logo later.
    7. Copy for the automated welcome message, e.g. ‘Thanks for reaching out to abc company, an agent will be with you shortly.
    8. Your business’s hours of operation.
    9. The locations where you want GBM to be displayed.

    To get started with Business Messages, you must have a Google My Business profile attached to your Digital Connect account. If you do not have a Google My Business Account then first create your Google Business Profile and watch the video tutorial for assistance then continue with the on-boarding process below.

    Access to Google Business Messages

    Once you have everything ready on your checklist, follow the steps below.

    • Click on Channels on left side navigation, and then click on Google Business Messages.

    • Click on the Add (+) icon.
    • Since you already created the Google Business Profile and have the checklist ready hence, Click on I have a Google My Business account.
    • You will redirected to google sign in page and select the account where you have created your business profile.
    • Select both the checkbox otherwise you will not be able integrate Business Messages.
    • You will now be redirected to the Digital connect to be setup your company’s business profile.
    • Enter your Channel name, Agent Name, Website URL, Privacy Policy URL, and the Name and Email Address of your company’s contact person and then click Next.
    • Now, you’ll set up your conversation settings. Enter the URL of your company’s logo, the Welcome message and Offline message that you would like to send to customers when they reach out to you via GBM, up to five Conversation Starters, and select your Local Language. A preview, including your logo, brand name, and the welcome message will be displayed on the right-hand sign of your screen. When you’re happy with how it looks, click Next.
    • On this screen, you’ll configure your Timezone and Business Hours. You can adjust the exact times and days that you’ll be available to accept messages via GBM. Once you’re done, click Next.
    • Now, to enable GBM on Google Maps, select your business locations from the Locations list. Check the boxes next to every location that you want to include. Once you’re done, click Next.
    • Finally you are ready to launch! Choose Web, Android Maps or iOS Maps, (depending on your smartphone’s OS), and scan the QR code to send your first message to start testing GBM.
    • If you’re happy with your test, click Launch on Google. One you launch, the GBM chat button will appear on Google in a few hours and your customers will be able to start messaging you!

    Note: If you wish to have multiple brands on Google Business Messages, we advise you to create a separate channel per Brand.

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  • google business messages faqs

    Business Messages is a mobile conversational channel that business to quickly reach new customers searching for you on the Google Search or Maps.

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    Google’s Business Messages – FAQs

    What is Google’s Business Messages?

    Business Messages is a mobile conversational channel that business to quickly reach new customers searching for you on the Google Search or Maps.

    Does Google’s Business Messages support rich media format?

    Google’s Business Messages support rich media like images, rich cards and carousels.

    How quickly should I respond to Business Messages

    Google expects you to respond to each message within 24 hours, 95% of the time. This may promote trust and encourage engagement with your business. To support timely responses, Google may deactivate Business message feature for your business if you don’t respond within the time frame.

    Is there a time limit on restarting a conversation with Business Messages?

    Google now requires that all Business Messages be responded to within 30 days of the user’s last message. In the Digital Connect Inbox, Google Business Messages that have not been responded to within 30 days will be marked as Expired. Agents can filter to Expired conversations in order to see Google messages for which responding is disabled.

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  • create google my business account

    Google’s Business Messages is a mobile conversational channel that enables customers to message a business in Google Search or Google Maps in just one click without having to visit the business’ website.

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    How to Create a Google My Business Account?

    Google’s Business Messages is a mobile conversational channel that enables customers to message a business in Google Search or Google Maps in just one click without having to visit the business’ website.

    Before you can connect Google’s Business Messages with Digital Connect, you need to have a Google My Business account. Here’s how you can setup your Google My Business Account.

    Once you’ve verified your business, you can continue with connecting your Google’s Business Messages channel in your Digital Connect account.

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  • Add Instagram Business connect channel

    To add Instagram as a channel, follow these steps.

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    Add Instagram Business as a channel to Digital Connect

    To add Instagram as a channel, follow these steps.

    Requirements

    The Instagram Channel requires your Instagram account to be an Instagram for Business account, connected to your Facebook company page.

    Before you proceed, Please ensure that you fulfill the mandatory requirements to add the channel.

    Steps to add Instagram as channel

    • Click on Channels on left side navigation and then click on Instagram.
    • Click on (+) button and it will prompt the modal window highlighting mandatory requirements for installing the Instagram channel. Click Continue
    • On the next modal, Click on “I have an Instagram Business account” checkbox and Click Continue

    • Click on I understand and confirm the above checkbox and Click Continue (Please ensure that the Instagram Account is a Business Account and connected to a Facebook Page)
    • On next modal, Click Allow Access to Messages and press Continue ( Please ensure that this option is enabled on Instagram App Settings > Privacy > Messages > Allow Access to Messages )
    • On the next screen, Click Facebook Login and enter your login credentials.
    • If you are already logged in then click Continue as or Edit Settings
    • On next screen, You will see all your Instagram accounts and Facebook pages for your business. You will be able select the Instagram account and Facebook page you wish to integrate with Digital Connect and click Next
    • Allow the following permissions and click Done
    • To Complete integration click OK

    That’s all. Instagram is now installed as a channel. Head back to your Channels you will see that your Instagram channel has been added.




    You can now begin using Instagram as a support channel from your chat manager. All new DMs and Story mentions from your Instagram community will be automatically visible in your Inbox and you can reply to them without leaving the platform.

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  • Add Facebook Messenger Connect Channel

    Connect your Facebook page with Digital Connect, view, and reply to messages in your team inbox. Create bots and send campaigns

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    Add Facebook Messenger as a Digital Connect Channel

    Connect your Facebook page with Digital Connect, view, and reply to messages in your team inbox. Create bots and send campaigns

    To add Facebook Messenger as a channel, simply follow these steps:

    • Click on Channels on left side navigation, and then click on Facebook Messenger.
    • Click on (+) button. and it will prompt the modal window asking you to proceed with your Facebook login.
    • You will now be redirected to the Facebook authentication page where you need to log in or in case if are already logged in, continue with you business profile by clicking ‘Continue as………’

    Make sure you are logged in to your business page and not your private account. You can switch accounts by clicking ‘Log in to another account’.

    • You will now see all your pages for your business. You will be able select the pages you wish to integrate with Digital Connect under All Pages and click Next:
    • Allow the following permissions and click Done.
    • To Complete integration click OK.
    • Facebook Messenger is now installed as a channel. Head back to your Channels you will see that your Messenger channel has been added.

      You can now begin using Facebook messenger as a support channel from your chat manager. All new messages will be automatically visible in your Inbox and you can view incoming messages and reply to your customers without switching multiple tabs!

      Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. We know customers expect businesses to respond quickly, and businesses that respond to users in a timely manner achieve better outcomes. We highly encourage businesses to respond to customer’s queries as soon as possible.

    Message Tags

    Message Tags allow you to send a message outside the standard messaging window. These messages are personally relevant updates for a person. For example, you may send updates about shipping and delivery, an upcoming reservation or flight, or alerts about a customer’s account. For messaging flows that require an escalation path, the Human Agent tag allows a business representative to manually respond to a person’s messages within a 7-day period.

    Time counts are determined from the “Last Contact (Time) from Customer”. If the customer happens to send a new message, the 7-day reply window count will be reset.

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  • Support Channels

    Integrate social channels to enable your agents to communicate with your customers using Digital Connect.

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