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Enabling real-time support with Kayako Messenger

No matter where your customers need support – and no matter when they come looking for it – Kayako Messenger makes it easy for you to deliver a great real-time support experience. With Messenger enabled, customers can come to your Help Center, website, or app, click the Messenger icon, and start interacting with your support team immediately.

When your team is online, they'll be able to talk to customers in real time, right from the agent area. When they're offline, Messenger will capture the customer's messages in a new conversation, and let them know that someone will get back to them asap. You can also customize Messenger by giving it a look that matches your branding, adding apps for recent Help Center articles and tweets, and displaying it wherever your customers need it most.

In this article, we'll look at how your team can use Messenger to provide an exceptional real-time support experience. Below, we'll talk about how Messenger works, and then go step-by-step through getting it configured the way you want it. We'll also walk through how to get Messenger running on your Help Center, website, or app.

Understanding how Messenger works

Getting Messenger up and running is job you'll handle from Kayako's admin area. Before enabling Messenger, you'll have the chance to customize how Messenger will appear to your customers. You can edit the welcome text, select a color scheme, and select what information you want to include on Messenger's home screen. You'll be able to choose from apps that:

  • display which agents are or were recently online
  • show the three most recently published articles in a particular Help Center section
  • share up to three recent tweets from a Twitter account that you've connected to Kayako

Once you have all of your customizations dialed in, you'll have options for where you want Messenger to appear. You can publish your customized Messenger to your Help Center at the push of a button. To add Messenger to an external site or app, Kayako will generate a customized embed code that you can drop into the code for your site or app.

Once you've enabled Messenger somewhere, your customers will see the icon appear in the lower right corner.

Any visitor to the site will be able to click the icon and start interacting with Messenger right away. For a visitor that's not logged in, that interaction will look like this:

NOTE: A logged in user will see almost the same thing – Messenger just won't ask for their email.

When a new Messenger conversation comes in, your team will be able to pick it up in the agent area like any other message. Looking at the conversation, your team will be able to see whether the customer is online, when they're typing, and whether they've read the agent's messages. 

If an agent picks up a conversation when the customer is still online, they'll be able to have a real-time conversation right then and there. If the customer leaves Messenger and an agent's message goes unseen for 15 minutes, Kayako will automatically send it along to the customer's email.

Aside from that, Messenger conversations work the same as any other conversation in Kayako. You can send emoji, images, and files. Your team can assign, tag, and automate them. You can also build custom views or integrations to make sure your team can stay proactive about responding to Messenger conversations first.

NOTE: We're also working on adding a notification center to the agent area, to make it even easier for your team to stay on top of new conversations and messages.

Now that you've got a sense for how Messenger runs, let's go step-by-step through the setup process.

Customizing and enabling Kayako Messenger

In order to enable real-time support with Messenger, you'll first need to customize its look and the information it displays, and then either publish it to your Help Center or copy an embed code to add it to an external site or app.

NOTE: To enable Kayako Messenger, you will need an administrator account with the 'Manage channels' permission.

To customize and enable Messenger:

  1. Sign into the admin area.
  2. Click Configure, under the 'Messenger' heading in the sidebar.
  3. Start by setting the Messenger greeting, which appears at the top of the window.
    NOTE: You'll be able to see how your changes will look in the preview to the right
  4. Next, add some Welcome text to appear below the greeting'.
  5. Now for the fun part – choose a Color or Gradient to bring your Messenger in line with your brand.
  6. You can select a Background texture to add a little personality as well.
  7. Click the color swatch and choose a Primary color for the Messenger button and headings.
    HINT: If you go out to the Help Center and open the 'Customize' panel, you can copy and paste the code for the primary color you use there.
  8. And finally, select the Brand that Messenger should use for these conversations.
  9. Hit the Next button to head to the 'Apps' tab.
  10. On the second tab here, you have your pick of a few different apps for the Messenger home screen: 
    • Online presence – shows customers who on the team has recently been online
    • Help Center articles – shows the 3 most recent articles from a particular section
    • Twitter feed – displays the most recent tweets from a connected twitter account
  11. Once you've chosen your apps, hit the Next button, to move to the 'Embed code' tab.
  12. Here, you'll select where to enable Messenger. 
  13. To add it to your website or app, select everything in the Embed code box and copy it. You or your dev team will need to paste it right above the </body> tag, wherever you want Messenger to appear.
  14. To enable Messenger on your Help Center, push the Publish to Help Center button. 

And that's it! Your team is ready to offer real-time support to your customers, wherever and whenever they need it.

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  1. Kelly O'Brien

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