Chat Widget

Building a seamless booking experience means being available when your clients have questions. Adding a chat widget to your online booking flow can significantly reduce drop-off rates by providing real-time support right when a client is about to make a purchase. In this article, we will walk through how the MyTime chat widget works and how to set it up.

Things to know:

• The ability to configure the widget on your website depends on the "Accessing Website Tools" access control setting. The chat widget is controlled by the hidden "Enable Chat Widget" setting, which can only be enabled by the MyTime team. To enable it, contact support@mytime.com 
• Once you have enabled the chat widget, you must configure it to match your business needs. The widget is designed for maximum flexibility and can be implemented in several ways:
  • Standalone Embed: Add the widget as a dedicated communication tool on any page of your website.
  • Integrated Workflow: Incorporate the chat widget directly into your existing Booking or Express Checkout flows to assist clients during the scheduling process.
  • External Deployment: You can deploy the widget on any external website, regardless of where your booking platform is hosted. This independence ensures that your clients can reach you from any part of your online presence.
• After configuration, the chatbot will appear on all pages of the booking experience
• Lead vs. Client Profiles:
  • Accounts with Lead Management: New profiles created via chat will appear in the Leads tab.
  • Accounts without Lead Management: New profiles will be added directly to the Clients tab.
  • Note: The system automatically checks for matching profiles to prevent duplicates.
• Messages are stored in the Communicator and on the Client Profile.
• If a client is signed out when you respond, they will receive your message via email.
• The chat is available 24/7; messages sent after hours will appear in your Communicator the next time staff logs in.
• Clicking the "X" on the widget minimizes the window but does not end the conversation.
• Signing in through the chatbot does not sign the client into the booking widget
• Already logged-in clients will be automatically signed into the chat window and be able to send a message
• Currently, there is no option to restrict the chat widget to business hours, as the chat window will be available 24 hours 
• Custom JS Snippets: MyTime generates a unique JavaScript (JS) snippet for each of your locations.
• Per-Location Control: Simply copy and paste the specific code onto the corresponding page of your website to activate the widget for that location.

Contents:

• Configuring The Chat Widget
• Configuring The Chat Widget For Your Booking Widget/Express Checkout Link
• Embedding the Chat Widget on Your Website
• Engaging with the Chat Widget: The Client Experience
• Managing the Conversation 

Configuring The Standalone Chat Widget 

Follow these steps to customize the standalone chat widget on your website:

1. Navigate to Business Setup > Website Tools
2. Locate "Add Chat Widget to Website" and click the 'Set Up' button
   
3. On the configuration page, you can adjust the following settings:
   
   • Location Selection: Choose which locations will feature the chat widget. 
     • All Locations: Includes all current sites and automatically adds any future locations.
     • Specific Locations: Only selected sites are included. If you add a new location later, you must manually update this setting and re-embed the code. 
       • Location Picker: If multiple locations are selected, the widget will automatically prompt the client to pick a location. 
   • Enable Chat Widget for This Location: Ensure the "Enable Chat Widget for This Location" box is checked to make it active. 
   • Welcome Message: Enter the greeting clients see when they first open the chat.
   • Theme & Position: Choose your brand color and select where the widget sits on your webpage (e.g., bottom right).
   • Security (OTP): Check "Require OTP Verification for Guests" to force non-logged-in users to verify their phone or email before their first message. If left unchecked, guests can send up to 3 messages before verification is required.
   • Business Hours: Check "Restrict chat to business hours" to display a custom "away" message when your business is closed.
   • Auto Responder: If chat is unrestricted, you can set separate messages for "During business hours" and "Outside of business hours. If restricted, the "Outside of business hours" field will be used for your away message.
   • Embed Code: Copy this code to embed the chatbot on your website
   • Preview: Use the preview tool on the right to see exactly how the widget will look to your clients.
4. Click Save Settings at the bottom of the page to apply your changes.

Configuring The Chat Widget For Your Booking Widget/Express Checkout Link

1. Navigate to Business Setup > Website Tools
2. Locate "Add Appointment Booking & Purchases to Your Website" and click the 'Set Up' button 
3. Choose your preferred installation method:  
   • Express Checkout: Clients click the Book Now button and are redirected to your MyTime booking page. Available for free to all MyTime accounts.
   • Booking Widget: Clients book directly on your website. A pop-up appears, allowing them to complete the booking.  
     • Free for Premium and Enterprise MyTime subscriptions.
     • $0.75 per transaction for businesses without a Premium subscription.
     • Customize Your Booking Widget
4. Click "Setup Booking Widget" 
5. On the installation page for either the Booking Widget or Express Checkout, locate and check the box for "Enable Chat Widget."
6. Click the Customize hyperlink to open the configuration settings:
   • Welcome Message: Enter the greeting clients see when they first open the chat.
   • Theme & Position: Choose your brand color and select where the widget sits on your webpage (e.g., bottom right).
   • Security (OTP): Check "Require OTP Verification for Guests" to force non-logged-in users to verify their phone or email before their first message. If left unchecked, guests can send up to 3 messages before verification is required.
   • Business Hours: Check "Restrict chat to business hours" to display a custom "away" message when your business is closed.
   • Auto Responder: If chat is unrestricted, you can set separate messages for "During business hours" and "Outside of business hours. If restricted, the "Outside of business hours" field will be used for your away message.
7. Click "Save" at the bottom of the customization window
   

Embedding the Chat Widget on Your Website

Once you have customized your settings and clicked Save, follow these steps to add the chat widget to your website:

1. Copy the Snippet: Locate the embed code section and copy the provided JS snippet.
2. Embed on Your Site: Paste this code into the header or footer of your website's HTML. Note: Placing the code in the footer is generally recommended for faster page loading.
3. Verify: Visit your live website to confirm the chat widget appears in the correct position and reflects your chosen theme.

Engaging with the Chat Widget: The Client Experience

Clients can follow these steps to start a conversation using the MyTime chat widget on your website:

1. Navigate to your website and find the chat icon in its designated position (e.g., the bottom-right corner)
2. Click the icon to open the chat window
3. If your business has multiple locations, the client will be prompted to select the specific site they are contacting 
   • Signed-in Clients: Can type their message directly into the textbox immediately
   • Guest Users: Will be asked to enter basic contact information along with their message so your staff can follow up.
4. Click "Start Conversation" to send your message
5. If "Require OTP Verification for Guests" is enabled, guest users must verify their phone number or email via a one-time passcode before the message is sent
6. Your conversation history will appear in the chat window
   

Managing the Conversation

Auto-Responders: Once the message is sent, the client will see your configured auto-response. 
Live Responses: When a staff member replies from the MyTime Communicator, the auto-response will disappear and be replaced by the live message.

History: The full conversation history remains visible in the chat window for the duration of the session.

Ending the Chat: Clients can click "End Conversation" at any time to close the session.

Outside of Business Hours: If a client messages while you are closed, they will receive your "Away" message (if configured). Their inquiry will be saved in your Communicator for review when you reopen.

Message Received In-Store: Your team will receive an instant notification in the MyTime Communicator. New clients will have a profile automatically created to store this history.

Receiving a Response: If a client leaves your website before you reply, they will receive your response via the email address associated with their profile.

For more information, contact us at support@mytime.com or (385) 233-6964.     

Related Articles:

Utilize the Communicator on Web

Add Appointment Booking on the Booking Widget & Express Checkout Page