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Chat Websites

Chat Websites

Overview

A Chat Website enables customers to interact with your Customer Care Agents or Bots via live chat.
To configure a Chat Website in XCALLY Motion, you must:

  1. Define the web address (domain) where the chat will be available.

  2. Configure the interaction parameters, including working hours, chat behavior, and appearance.

This page describes the Chat Websites configuration on the New Client Experience, available from version 3.49.0.

To access the Chat Websites section, navigate to the Chat menu. From this section you can:

Requirements

  • To activate the chat on a specific web page, you must embed the HTML snippet provided by the XCALLY Motion Chat Module. This script displays the chat widget based on the configured time intervals or user actions (e.g., hovering over specific page elements).

  • If you want to configure a chatbot, you must configure a bot (with OpenAI, Amazon Lex or Dialogflow V2) in your action flow.

Create a Chat Website

The Chat Websites section allows you to create and manage the web pages where the chat system will be enabled. You can also customize the embedded chat snippet to control its appearance and behavior.

To create a new Chat Website:

  1. Go under Chat → Chat Websites and Click on the “Add” button

image-20250331-135631.png

 

  1. Enter the requested data:

  • Name: enter the full name of the website

  • Key: define a short identifier (maximum 5 characters). This key will appear on the Agent interface tabs.

  • Website Domain: specify the domain(s) where the chat snippet will be active.

Company can use chat snippet on its main domain website or on multiple domains.

The domain is set with an IP. In fact, given a chat website, the domain can be set as https://aa.domain.com.

For example, the company XCALLY can set xcally.com as Website Domain field to use the chat snippet on www.xcally.com

When a company wants to use the chat snippet on multiple domains, it has to add the different domains split with a ( , ) into the Website Domain field.

When a company wants to use the chat snippet on multiple domains (domain and subdomains), it has to add the asterisk ( * ) into the Website Domain field as wildcard character, which is a character that can be substituted for zero or more characters in a string.

Given a chat website, the domain can be set as https://*.domain.com.

For example, the company XCALLY can set https://*.xcally.com as Website Domain field to use the same chat snippet on xcally.com and on its subdomain configure.xcally.com.

Remember that it is not possible to specify a different directory in which to store the chat on your server.

Customer viewpoint

  • When opening the snippet from the main domain, the snippet is available for Customers. The chat session is active when Customers navigate through the pages in the main domain.

  • When opening the snippet from a subdomain, the snippet is available for Customers. The chat session is active when Customers navigate through the pages in the subdomains.

  • When Customers navigate through the main domain and subdomains, the systems generates two different chat sessions (one active for the domain and another one for the subdomain).

 

'http://127.0.0.1' | 'https://127.0.0.1'

'http://127.0.0.1:3000' | 'https://127.0.0.1:3000'

'http://localhost:3000' | 'https://localhost:3000'

'http://localhost' | 'https://localhost'

'http://www.domain.com', 'https://domain.com'

'http://www.domain.com:3000' | 'http://www.domain.com:3000'

'http://*.domain.com' | 'https://*.domain.com'

'http://*.domain.com:3000' | 'https://*.domain.com:3000'

'http://*.com' | 'https://*.com'

'http://*.*.com' | 'https://*.*.com'

'http://*.com:3000' | 'https://*.com:3000'

'http://some.domain-with-dashes.com' | 'https://some.domain-with-dashes.com'

'https://some.domain_with_underscores.com'

'https://*.some.domain_with_underscores.com',

'http://domain.*.com',

'http://domain.*.com:3000',

'ftp://domain.com:3000',

'http://domain.com',

'*.domain.com',

 '*',

 'http(s)?://www.domain.com',

 'https://127.*.0.1:3000',

  • Proxy or Motion Domain: By default, this field is populated with the current Motion domain.

  • List: Select the Contact Manager list where new customer records will be stored. If a contact already exists in the list, new interactions will be linked and displayed in the Customer Journey.

  • Interval: Choose a time interval during which the website will accept live chat requests (default: Always).

  • The Agents will be notified about a new live chat coming only during the intervals defined.

  • If all agents are busy and the waiting timeout expires, the chat will be closed as unmanaged (only if the Unmanaged Auto-Close setting is enabled). In this case, the system prompts the customer with a predefined message (e.g., leave a message).

  • If a customer starts a chat outside the configured working hours, or if the maximum number of concurrent chats is reached, the session is marked as offline. These interactions are routed to a supervisor.

  • If the chat interaction is started within the interval time, the Agent can carry on the conversation with the Customer even if it extends beyond the end of the interval.

  • If a chat session remains unattended for a duration exceeding the timeout value configured under Settings→Global, it will be automatically closed and marked with the Timeout disposition.

  • Description: Provide an optional descriptive label or notes for internal reference.

  1. After completing all required fields, click Add Chat Website to save the configuration.

 

Edit Chat Website

Click the 3 dots button menu ⋮ next to the website of interest to perform the following actions:

  • Edit: Modify the Chat Website configuration.

  • Go to Interactions: Access the list of chat interactions associated with the website.

  • Go to Offline Messages: View messages received outside of the configured time intervals.

  • Add Agent to Chat Website: Assign one or more agents to handle chats from this website.

  • Delete Chat Website: Remove the Chat Website from the system.

Editing a Chat Website you can find a list of Sections. Click on the section to read the documentation:

| Settings | Advanced | Snippet | Online | Offline | Proactive Actions | Dispositions | Canned Answers | Interactions | Offline Messages |

When you edit a Chat Website, always remember to click on the Save button to confirm changes.

Chat channel supports Video integration to activate video calls Explore the documentation

Moreover in the Actions section, you can configure chat routing actions for a specific website by adding applications, working rules, and time intervals.
These actions determine how incoming chat interactions are handled. When a new chat session is initiated, the system executes the actions defined in this configuration.
Discover applications list for chat website

Add agents to Chat Website

On the New Client Experience, the Agents assignment can be performed in three ways → Explore documentation about How to associate Agents to Websites

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