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ChatAutomation

The Ultimate Widget

  • Updated

With just a few minutes of your time, the Ultimate Widget can be up and running on your website. You'll be able to provide top-notch customer support in no time!

The widget is highly customizable to match your brand's unique look and feel.

Is designed for optimal performance: its compact size won't slow down your page load times.

Supported platforms:

  • Desktop
  • Mobile (web)

We are currently evaluating Mobile SDK support. If you are interested in embedding the widget into your mobile application contact us.

Supported content types:

  • Text messages, including HTML formatting
  • UltimateGPT messages
  • Buttons
  • Cards & Carousels
  • Links
  • Images & GIF support

Escalations

  • Email escalation
  • Ticket creation (requires simple API integration)
  • Agent escalation - coming soon

Embedding the Widget

For embedding your customized widget, during the initial phase, we will provide you with the personalized widget JS snippet that you can then adapt and embed into your website or via a tag manager.

Coming soon there will be a configuration panel within the platform to adapt your widget and then copy your configured script to be embedded.

Style Customizations

Within the widget script, you have 3 brand colors you can adapt the theme of the widget.

 theme: {
            'brand-1': '#5D5ADC', = Button colour
            'brand-2': '#8482EA', = Main colour
            'brand-3': '#ECECF9' = Hover-over

Asset specifications:

Avatar - 172x172 px

Loading the Widget

Open on Load

This configuration option controls the behaviour of the widget upon loading. When set to true, the widget automatically opens as soon as it's fully loaded. By default, this option is set to false meaning the chat widget remains closed until manually opened by the user.

Show/Hide widget button

This configuration option controls the visibility of the widget's 'welcome button'. When set to true, the button does not show at all, not on the initial load, and not after closing the widget. Opening the widget will only be possible programmatically (see Methods - open widget) or via the openOnLoad configuration option. By default, this option is set to false.

Capturing Metadata

Metadata is data that provides additional context for the virtual agent. Metadata can be used to enrich a chat by providing additional information about the customer, their behavior, and their previous interactions with the company.

By leveraging metadata, virtual agents can provide a more personalized and efficient experience for customers, which can lead to increased customer satisfaction and loyalty. Additionally, metadata can help support teams analyze and improve their support processes over time.

At any time a website can set and update metadata which will be available during the conversation.

This is done by adding to the widget code what values you would like to collect.

We can advise you on how to adapt the widget code if you would like to utilize this functionality.

Example use cases:

Customer information: Metadata can provide information about the customer, such as their name, email address, phone number, location, and other details. This information can help the virtual agent personalize the conversation and provide more relevant assistance.

Purchase history: If the customer has made previous purchases from the company, metadata can provide information about their purchase history, such as the products they've bought, the date of purchase, and the price paid. This information can help the virtual agent understand the customer's needs and provide targeted assistance.

Interaction history: Metadata can also provide information about the customer's previous interactions with the company, such as their previous chats, emails, or phone calls. This information can help the virtual agent understand the context of the current conversation and provide a more seamless experience for the customer.

Device information: Metadata can provide information about the device the customer is using to chat, such as the device type, operating system, and browser. This information can help the virtual agent troubleshoot technical issues and provide more targeted assistance.

Conversation History

Every conversation with the widget is stored directly in the Ultimate.ai Conversation Logs.

For a seamless conversation, we suggest enabling chat history. This lets users pick up where they left off, even after reloading the page or reopening the browser tab.

To make this happen, we utilize the browser's local storage to save the conversation ID. This way, we can retrieve the conversation data whenever needed.

Activation

To retrieve previous conversation change recoverConversation parameter to true.

Deactivation

When you deactivate conversation history (changing recoverConversation parameter to false), the lastReadMessageId_{botId} and platformConversationId_{botId} are removed from the user's Browser Local Storage (LS). More details about usage of the Local Storage can be found here.

recoverConversation was previously named isConversationPersistanceEnabled

Internationalization and localization

Widget interface is currently offered only in English language. Additional languages of the interface can be added on request.

Notifications

Coming soon!

Methods

Open/Close widget

You can easily control the widget from any place on your website by using these simple commands:

  • To show the widget openWidget()
  • To hide widget closeWidget()

Metadata

To provide additional context for the virtual agent use:

setMetadata(Array<{
key: string;
value: string;
sanitize: boolean;
}> metadata)

If sanitize is set to true the value won't be available a in the conversation logs, it appears with a placeholder

Example:

            setTimeout(() => {
                chat.setMetadata([
                    { key: 'orderName', value: 'Jane Doe' },
                    { key: 'orderEmail', value: 'jane@ultimate.ai', sanitize: true }
                ]);
            }, 2000);

Localisation

Coming soon!

Data Privacy

Our widget is SOC2 & GDPR Compliant

  • Cookies are not used.
  • Local storage is used to provide the best conversational experience.

Custom Privacy Policy URL

It is possible to add your own privacy policy accessible through our widget by adding it to the navbar section.

privacyPolicyUrl: URL

ie. privacyPolicyUrl: https://www.ultimate.ai/security-privacy

Local Storage

Parameter Name Description
platformConversationId_{botId} We store the conversation id, in order to restore the conversation on the page reload. (it is possible to deactivate it - see this section)
lastReadMessageId_{botId}

We store the id of the last read message by user. Later this is used to calculate the notifications counter.

 

FAQ

  1. Do I have to connect to a CRM to test the widget? No, CRM connection is not necessary, you can implement it on a sandbox website or ask us to provide an environment if this isn't possible.
    We will be adding our widget to our platform to supplement our test bot functionality. 

  2. Can we track if a link was clicked? Unfortunately tracking if a link was clicked is not possible at the moment. We will evaluate adding this functionality in the future.

  3. Do we have HTML formatting in DLB? Unfortunately not at the moment. You could try using an online editor, such as - 

  4. Can we have multiple conversations? Although this feature isn't currently available, it's on our roadmap for future releases.

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