ChatKwik - Customer Support within Slack

Installing ChatKwik is a simple 2 step process

Add ChatKwik to Slack

Click on the Add to Slack button to add ChatKwik to your slack intergrations.

At this point, you will find a couple of new things:

An incoming chat notification channel called #z_chatkwik to post details about incoming chats.
A bot called chatkwik. This bot manages the creation of channels.

Add JavaScript Widget code

The ChatKwik Dashboard will display a small snippet of code that will need to be installed on your website. Add this snippet to pages from where you would like to enable your website visitors to chat with you.

Getting notified on incoming chats

Whenever a visitor to your website starts a new chat, a notification will be posted in the #z_chatkwik channel. Your team members who would like to be notified about incoming chats would need to subscribe to the notification channel. To actually participate in a chat, they would need to join the visitor specific channel.

Participating in chat

Join the customer specific channel to chat with them. The name and link to this channel is posted in the notification channel.More than one team member can join a customer channel, allow your team to work together on responding to a customer.

Once you are in the customer channel, your messages in that channel are relayed over to the chat widget on your website. In a similar way, messages typed in the widget by your customer are relayed over to the customer channel in Slack

Visitor information

For each visitor, you can view some basic information such as Location, type of Browser and Operating System, Time Zone etc.

Ending a chat

One you are done with a chat just type: ".end".

Automatic channel archival

To reduce clutter due to multiple channels being created for a lot of visitors, ChatKwik will automatically archive channels after a period of inactivity in the channel. If the user happens to restart the conversation in the same chat window, an archived chat will be opened and a notification will be posted in the notification channel.

ChatKwik supports slash (/) and dot (.) commands that trigger specific actions. Currently, the following commands are available: