uWebChat features

This chapter describes all available features in uWebChat, depending on your license.

Persistent chat

uWebChat offers persistent chat on your website(s). When website visitors start a chat and navigate to other pages, the current chat session will remain. Once an agent disconnects using /dc or /disconnect, the session will be closed.

Save chat logs to OneDrive

uWebChat offers integration with Microsoft OneDrive to save chat logs. This requires a valid Microsoft 365 license for OneDrive. A Global Administrator must allow uWebChat to access OneDrive through the Microsoft Graph API.

Start a conversation with a uWebChat agent who is also a Global Administrator. After ending a chat, the agent will be prompted to save the conversation to OneDrive.

OneDrive authorization

Every agent can then activate saving their chat logs. The choice will be remembered for future chats.

OneDrive setting

Agents also need to individually approve uWebChat via the Graph API.

Graph API authorization

Note: uWebChat conversations are not stored outside your organization's security context within Microsoft 365. Chat logs can be found in a subfolder uWebChat Chat History on the user's OneDrive.

OneDrive chat logs

Share chat logs with user

With the Basic, Professional and Enterprise license, uWebChat automatically generates a transcription and shares it with the chat user when the conversation has ended.

Transcription

Speech-to-text

With the Professional and Enterprise license, chat users can communicate via speech-to-text. Click the microphone icon to use this feature.

Speech-to-text

The browser may ask for permission to access the microphone.

Real-time translation

The Enterprise edition has access to real-time translation. Agents and chat users see messages in their preferred language. Set up multiple groups with a designated group language.

Agents can set their preferred language in personal settings. During a chat, the agent can use /translate to enable or disable translation.

Customize look and feel

There are two ways to customize uWebChat's appearance:

• Change the embedded button on your website via CSS
• Change colors for the chat window for a group chat (Professional/Enterprise)

Leave a message

When no agents are available or you are outside business hours, visitors can leave a message. There is also space for a custom button that redirects to a URL.

Leave a message

Meet Now - Teams Meetings

Starting from the Basic license, agents can start Microsoft Teams meetings with website visitors during a chat. Use the /meetnow command.

Teams Meeting

When using this for the first time, the agent needs to authorize uWebChat via the MS Graph API.

Graph API authorization

Ban visitors

Starting from the Basic license, agents can ban visitors using the /ban command to temporarily block their IP address.

Ban visitor

The first ban lasts 7 days. Subsequent bans are calculated: P = 7 + (number of bans x 7) days.

Ban details

Idle conversation reminders

When a visitor has not sent a message within 5 minutes, a reminder is sent to the agent to disconnect if needed.

Idle reminder

Reporting

For statistics about your uWebChat environment, use uWebChat Reporting at https://report.uwebchat.com/. Sign in with the same Microsoft account that is a uWebChat admin.

Reporting

Enable additional fields

When embedding, you can enable additional fields for website visitors: Email, Company, Phone and Country. Add the parameter &fields=email,company,phone,country to the embed URL. Make fields required with &required=email,company.

Avatars

You can enable uWebChat to use Microsoft 365 avatars for your agents.

Avatar example

Enable avatars as administrator

Use the Help command, select Manage Customer Settings > Avatar and set to Yes.

Avatar admin

Enable avatar as agent

Use the Settings command, go to Avatar and set to Yes.

Avatar agent

Avatar setting

Transfer conversations

During a conversation, agents can transfer the chat to another agent using the /transfer command.

Start transfer

Select the desired agent from the dropdown menu.

Select agent

The other agent receives a request to accept the transfer.

Accept transfer

After completion, the original agent is disconnected.

Transfer completed

Media sharing

With the Professional or Enterprise license, visitors and agents can share files during a conversation.

Sharing files as a visitor

The upload button automatically appears in the bottom left corner of the chat window.

Media button

Upload file

Media received by agent

Restrictions

Supported media types: JPEG, PNG, GIF, WebP, BMP, TIFF. Maximum file size: 4MB. Dimensions: minimum 50x50, maximum 7200x7200 pixels.

Country blocklist

The Enterprise edition offers the option to block visitors from specified countries. Go to Help > Administrator actions > Customer actions > Manage blocklist.

Add countries

Select country

Confirm blocklist

Blocked visitors will see the following message:

Blocked message

Each usage deducts from your monthly allowance: 600 x Enterprise Licenses per month.