Engagement Cloud Chat

Engagement Cloud Chat is a smart, customizable widget that makes it easy for shoppers to communicate in real time with members of your team. You can use the Chat widget to answer product questions and reduce calls to customer support.

Chat Widget on Home Page

The Chat widget is available on all pages of your store, although there is a delay of a few seconds before it appears on each page to give the customer the opportunity to view the entire page. The Chat widget can be hidden from view as needed, and restored by clicking the button in the lower-right corner.

Live Chat During Checkout

When Chat is enabled in the Magento configuration, the Chat option appears in the left navigation of your Engagement Cloud account. From the Chats page of your account, you can access your personal chats, all chats related to your account, or those of a specific team. You can also manage your chats in real time from the Chat Settings configuration in the Magento Admin.

Live Chat from Engagement Cloud Account

Access Chat settings

Do one of the following:

  • Click the Settings option at the top of the Chats page of your Engagement Cloud account.

  • From the Magento configuration, under Engagement Cloud, choose Chat Settings.

To learn more, see Getting Started with Chat in the dotdigital knowledge base.