Dotdigital

Gareth Burroughes

Laura Russell

Offer instant one-to-one support to your customers.

Chat

Manage your users' access to Dotdigital Chat and assign the correct permissions to chat agents and admins.

Roles and permissions of Chat

Understand more about webchat, SMS chat, and WhatsApp chat.

Chat channels

To use two-way SMS, each of your chat teams needs a dedicated number.

Assign an SMS number to a chat team

Chat setup

Add and remove agents within your chat teams.

Manage chat agents

Chat teams allows you to have different groups of colleagues to handle different kinds of communications.

Manage chat teams

Add a name and picture to display your identity to your visitors in the webchat widget.

Edit your team name and picture

Configure settings for when your Chat team is available, and automate welcome and end of chat messages.

Set webchat online hours and automated messages

Chat teams

Use chat queue to manage and switch between your chat sessions.

Manage your chat queue

Connect with your customers and site visitors and give them the help and support they need.

Read and reply to a chat session

If you've got a question that's better suited to another agent or team, you can transfer the chat session to them directly.

Transfer a chat to another agent or team

Reply to users more quickly and efficiently with pre-written chat messages.

Chat quick replies

After solving your customer's request, it's time to mark your chat session as complete.

Complete chats

Stay informed about new chat messages that need your attention.

Turn on browser and email notifications for Chat

Use Chat

Design your Chat widget using our customisation settings, ensuring it fits your brand and provides a great user experience.

Set up your webchat widget

Embed your webchat widget on your site by inserting the auto-generated code we provide you into your site's source code.

Add your webchat widget to a website

Copy and paste the auto-generated code to your page's tracking code input box to make the webchat widget show on your website.

Add your Chat widget to a page or form

Check your webchat widget is functioning on your site.

Webchat widget status

Manage your webchat identity by updating your profile picture and setting your chat status.

Manage your chat status and profile picture

The Chat widget automatically translates itself to let your customers interact in their chosen language.

Chat widget auto translations

Use the in-chat email address request to ask your customer for their email address at the start of their chat session.

In-chat email address requests for webchat

Webchat

See information about a contact you’re chatting with.

View contact details in chat

If a customer gives you their personal information, you can add them as a new contact or link them to an existing contact in your account.

Add a Chat user as a contact

Build up the information you store against your contacts by linking them to their chat sessions.

Link a chat session to an existing contact

Keep copies of your Chats to record your business's conversations with your customers.

Export a contact and their chat history

Check the email address you received in a Chat genuinely belongs to the customer.

Verify an email address received in chat

Learn all you need to know about verification and security for email addresses received in a chat session.

Chat verification security and compliance

Remove contacts from your account using chat.

Delete a contact with Chat

Chat contacts

Developer hub

Academy

Contact Support

Go to Dotdigital

Find answers and get help from Intercom Support and Community Experts

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Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

Ship something

Connect the tools your team already uses to bring data in.

Connect your stack

A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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I’ve got this page open. Ask me anything about it and I’ll answer from the docs.