Texts, Language and Layout

You can customize the look and feel of the CoBrowser.net chat window. You can modify the color and size of the chat window, and also the captions and other texts. All these settings can be done using so called Engagement presets. An engagement preset defines the appearance, and routing of chats to agents.

An account is provided standard with two Engagement presets: default_nl and default_eng respectively for Dutch and English language. If you need more presets contact us, so we can add them.

Linking your domain(s) to the right Engagement preset

Your CoBrowser.net account is configured with one or more domains. Each domain is linked to a preset. You can change the preset linked to the domain by going to the Domain tab in the account configuration. Select the domain you want to edit and choose the preferred Engagement preset.

An example setup for a multinational operating on the English and Dutch speaking market could be:

• yourcompany.com -> default_eng
• yourcompany.nl -> default_nl

Configuring your Engagement preset

To configure the presets go to the administration of your client account. And go to the tab Engagement presets. By default your account has two presets, one for Dutch (default_nl) and one for English (default_eng). Click on the preset you want to configure and edit here the Chatwindow layout, the texts and assignment and routing of chats to agents.

Chatwindow Layout

In the tab Chatwindow Layout you can configure the layout of the chat window: the width and height in pixels and the color as a hex triplet RGB color value; use this color without a # in front of it, e.g. FF0000 for red.

Texts

In the tab Texts you can configure the texts that are used inside the chat window. You can edit the texts for buttons, captions and events. You can target the texts to your the visitor. For example if you want to use this preset for reservations you can change the opening text into "Which reservation do you want to make?"  You can also use this to adapt the language to the language of your website or pages.

If you want to include for example the agent's name or another variable word, read the article about predefined fields.

Assignment & routing

In the tab Assignment & routing you can configure the way a chat is assigned to your agents. This is only relevant if you use more than one agent.

If you have defined groups of agents, you can assign the chats in this preset to a specific group.

You can also assign chats in this preset to specific agents. For example, if you use this preset for your German visitors you can assign only German speaking agents to it.

With Routing you can configure how the chats are allocated to your agents:

• The agent(s) who can handle the largest amount of extra incoming chats 
• The longest wating agent(s) (one by one)
• In a specific order (fill all agents)
• Custom

Advanced options

Your domains are linked to an Engagement presets. Additionally you can use the Engagement preset in two more ways, which will be described below.

Chat button

You can link an Engagement preset to a specific button. For example: if you have a button "Make a reservation!" you can attach it to an Engagement preset that is configured to route to agents that can make reservations.

In the article Adding buttons (advanced method) you can learn how to add buttons that link to an Engagement preset.

Invitation

You can link an Engagement preset to a specific filter. To do this edit your filter using the Filter tab in your account configuration. The preset can be selected as follows: