Why it matters
Web chat settings control the look, availability, and channels of your chat widget. Correct configuration ensures customers see the right chat experience at the right time.
Key Concepts
Web chat image: The image shown in the web chat widget to represent your organisation.
Greeting message: The short message customers see when the web chat loads.
Bubble colour: The colour of the chat bubble shown on your website.
Channels: The communication options customers can choose when starting a chat.
Web chat snippet: The code snippet added to your website to enable web chat.
Web chat display rules: Rules that control when the chat widget appears based on business hours.
Step-by-Step: Configure Web Chat Settings
Open Settings in Whippy.
Navigate to Organisation settings and click Web Chat.
Upload a Web chat image by clicking Upload picture.
Enter a Greeting message (up to 117 characters).
Select a Bubble colour to match your brand.
Choose which Channels customers can see by selecting the relevant checkboxes.
Copy the Web chat snippet and add it to your website or share it with your developer.
Edit the snippet link if required, then save changes.
Set the Web chat position to the left or right corner of your website.
Configure Web chat display rules:
Always show web chat.
Only show when a location is open.
Only show when a location is closed.
Save your changes.
Tips and Best Practices
Keep the greeting message short and clear.
Match the bubble colour to your brand for consistency.
Review enabled channels to avoid offering unsupported options.
Align display rules with your organisation’s business hours.
Troubleshooting
Issue | Possible Cause | Fix |
Web chat not visible | Display rules restrict visibility | Update web chat display settings |
Chat shows at wrong times | Business hours not set correctly | Review organisation business hours |
Greeting text not saving | Character limit exceeded | Reduce greeting to 117 characters or less |
Website chat not loading | Snippet not installed correctly | Re-copy and reinstall the web chat snippet |