What does the callback widget do?
Lots of businesses, especially high ticket sales will ultimately need to speak with their customers on the phone to close a sale.
Our live chat software comes with a built-in Callback widget. Once you engaged the visitor using our proactive chat popups and had an initial conversation, once the visitor is happy they can connect with your chat agent on the phone in just 2 clicks. Our integrated callback widget will connect your chat agents and your customer on the phone in 45 countries.
You can watch our explainer video below showing how to set up and use the callback feature on your website or read below to see more about getting set up and how to add extra callback credit.
What countries does the live chat callback widget work in?
Our call feature currently connects with landline and mobile phones in 45 countries as listed below.
- Christmas Island
- Cocos Island
- Czech Republic
- Aland Islands
- Hong Kong
- Ireland (numbers with 1512 prefixes are not supported)
- New Zealand
- South Africa
- United Kingdom
- United States
The callback feature will still work in other countries if the customer chooses computer audio, however, your live chat agent receiving the call must have a phone number with a prefix associated with one of the countries listed above.
How do I set up the callback feature on my business website?
Navigate to your admin area, select the widget you wish to edit and choose Settings.
Click on Agent Settings and under “Configure Chat Agents” you will see a list of all chat agents assigned to that widget.
Click on the orange Edit icon.
You will be presented with a popup box to edit the chat agent details for this particular widget.
You can then enter the phone number for the live chat agent. This is usually a direct number for the live chat agent. In the example below, we’ve entered +447961234567.
It is important to enter the number in this format using the country code first, following by the phone number (excluding the first 0). Other formats will not work. If we had entered 07961234567 instead, the callback widget would not know what country that phone number belongs to and any calls would fail. Likewise entering 00447961234567 or +4407961234567 may also fail.
Once you have done this, click on Save. You will now see a small phone icon next to the edit button of that agent.
If you have more than one widget, you can repeat these steps on your other widgets.
How will my customers use the callback feature on my website when they’re already on live chat?
The callback feature is fully integrated into the live chat platform.
It’s easy for your customers to use. Once a chat has started, and assuming you’ve set up the callback function, your customers will see a button in the bottom right of the live chat box. By default, this is labelled “Call Me” however you can change this default text using our design studio.
They’ll then be presented with two options.
- The customer can connect using their computer audio anywhere in the world or,
- They can enter their phone number to connect with you on the phone in 45 countries in just a few seconds!
With both options, they’ll be able to instantly connect with you on the phone for an even more personal conversation.
What happens if someone clicks call me?
Our live chat platform will automatically pause your chat agent so no new chats come in while they’re on the phone with your customer. As soon as the call ends it will show the live chat agent available, ready to capture more high-quality leads.
Will the website visitor be able to see the live chat agents phone number?
The website visitor will not see the live chat agents phone number and vice versa. If the live chat agent wishes to obtain the visitor’s contact number for future use, they should ask the visitor either over the live chat or on the phone call when connected using our callback widget.
And how much extra does the call back widget cost?
The callback widget feature comes as standard on our Plus and Premier live chat plans. The plus plan comes with 500 minutes per month and the Premier plan comes with 1000 minutes per month.
You can add additional call back widget minutes from your account here.
How useful was this article?
Click on a star to rate it!
Average rating / 5. Vote count:
We are sorry that this post was not useful for you!
Let us improve this post!
Thanks for your feedback!