How Do I Edit My Webchat Settings?

How to create a new webchat template or update an existing one

To access the Webchat Editor:

  1. Navigate to Webchat > Settings > Webchats
  2. Click the edit (pencil) icon on the Webchat card you want to update. 
    • If you're looking to create a new webchat, click "+ New WebChat"
  3. Here, you can create a name for your webchat and assign it to a location. 



  • Below where you assigned the webchat name and location, you will find options to customize your webchat
    • These customizations include updating the color of the webchat to match your website and adding a custom image.
  • Here is also where you can insert your webchat message (Example: Hello! Do you have any questions that I can help with?)


Form Customization

  • Next, you will see an option to customize your form. Swell's webchat is SMS based, so the customer will need to fill out a quick form with their name and phone number to continue the conversation over text. 
  • You can edit what this form looks like by changing the background color, or changing the text invitation message. (Example: Please enter your information and we'll send you a text.)

Automated Responses

  • Automated replies and hours of operation, can be updated within the webchat editor at the very bottom of the page.
  • This will allow you to set your hours and days of operation, as well as include an out-of-office message for customers or patients who message in outside of your normal operating hours. 
  • If you are planning to be closed over a certain period of time, such as a holiday, and will be unavailable to answer messages during that time, you can also set a custom automated response for this by clicking Add Closed Date Message.

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For more information on how to install your webchat on your website, you can follow the instructions in our Help Center article here!