![]()
data-dxprovemail=<%= provider_id %>
id="dx_chatbot_fab_id"
src="<%= server %>/kpd-static/providers/0/webchat/default/images/fab-icon.png"
style="clip-path:circle(50%);object-fit:contain;height:auto;width:100%;"
/>
```
**Step 2: Use the partial in other views**
Use the partial in other views, for example:
```ruby
<%= render partial: "shared/dialbot", locals: { channel_id: '45194947cdd740129c48fb3c10706a3d', provider_id: '5646620347596800@dialpad.com', server: 'https://lighthouse.dx.dialpad.com' } %>
```
**Parameters**
`channel_id` The unique ID of the WebChat channel.
`provider_id` The provider ID or email.
`server` The server URL with zone.
****Android apps****
Dialpad Ai Chatbot client can be integrated with native Android apps. You can use our Android SDK and Swift package to enable this integration.
[This article]( https://github.com/dialpad/dx-android-clients) provides references and links to our public GitHub repositories that host the Android SDK and Swift package for native Android apps.
The repository contains usage and installation guide, sample app and SDK source.
The key features of these native bindings are:
- Bi-directional Communication:
- Your Android app can send commands to the chatbot using ` DialpadChatbotCommand` and ` NotificationCenter`
- The chatbot can send events to your Android app using ` DialpadChatbotEvent` and ` NotificationCenter`
- WKWebView-based Implementation: Leverages `WKWebView` for rendering the chatbot interface.
- Compose Support: The package includes a `DialpadChatbotView` for easy integration with Jetpack Compose and `SwiftUI`
****iOS apps****
Dialpad Ai Chatbot client can be integrated with native Android apps. You can use our iOS SDK and Swift package to enable this integration.
[This article](https://github.com/dialpad/dx-ios-clients) provides references and links to our public GitHub repositories that host the iOS SDK and Swift package for native iOS apps.
The repository contains usage and installation guide, sample app and SDK source.
The key features of these native bindings are:
- Bi-directional Communication:
- Your iOS app can send commands to the chatbot using ` DialpadChatbotCommand` and ` NotificationCenter`
- The chatbot can send events to your iOS app using ` DialpadChatbotEvent` and ` NotificationCenter`
- WKWebView-based Implementation: Leverages `WKWebView` for rendering the chatbot interface.
- Compose Support: The package includes a `DialpadChatbotView` for easy integration with Jetpack Compose and `SwiftUI`
> [!NOTE]
> More information
>
> Questions on how to manage your Digital Contact Center? Be sure to read [this Help Center article](/v1/docs/working-as-a-digital-engagement-supervisor) for more information.
## Configure automation for your Webchat channel
Use the Options and Advanced tabs to customize automation for key conversation moments set to the defined Launch Experience.
For channels using an AI Agent as the Launch experience, use the Options and Advanced tabs to customize what happens when the conversation is transferred to a human agent.
### Customize Options for your Webchat channel
To customize Options for your webchat channel, go to your Dialpad **Admin Settings**.
1. Select **Channels & Workflows > Digital Channels**
2. Select the desired Webchat channel
3. Select the **Options** tab
4. Update these details, as needed:
- **Greeting message**: shown when a customer first contacts the channel or when an AI agent escalates to a human agent.
- **Request contact information**: prompts for the customer’s name, email, phone number, or address.
- **Waiting message**: shown while the customer waits for an agent.
- **Business email for after-hours contacts**: used to notify your team when agents are unavailable.
- **Survey**: shown after the interaction.
5. Select **Save changes**
### Link a Workflow to a Webchat channel
Use the **Advanced** tab to link published Digital or Shared Workflows to Webchat events.
Webchat events are instances within a webchat session that can trigger a workflow. Webchat events include:
- **When conversation starts**: Trigger a workflow when a conversation begins, or an AI Agent escalates.
- **Out of business hours**: Override the default logic for checking business hours and the agent's availability.
> [!NOTE]
> Note
>
> This event should be used only when there is a need to override the default logic for checking business hours or agent availability. See the [Default logic](/v1/docs/create-a-webchat-channel#default-availability-logic) for more details.
- **Before agent connection**: Run a workflow before the conversation is queued for a human agent.
- **Queue timeout or no agent available**: Set fallback actions when a customer has been waiting in the queue, and no human agent responds before the timeout.
- **Before customer survey**: Customize the experience before the customer survey is shown.
- **After customer survey**: Define follow-up actions once the survey is completed.
- **After the agent session has closed**: Set what happens after the session with the human agent ends.
> [!NOTE]
> Note
>
> Workflows are created in **Channels & Workflows > Workflows**.
To link a Webchat channel to a workflow, go to your Dialpad **Admin Settings**.
1. Select **Channels & Workflows > Digital Channels**
2. Select the desired Webchat channel
3. Select the **Advanced** tab
4. Select the Event that triggers the workflow
5. Select the Workflow that is triggered by the Webchat event
6. (Optional) Add additional events, if needed
7. Select **Save changes**
### How Options and Advanced settings interact
****System Processing Order****
The system processes the **Options** configuration and the events in the **Advanced** tab in the following order:
1. **When conversation starts** *(Advanced tab)*: This triggers first when a new conversation is initiated.
> [!NOTE]
> Note
>
> If the Launch Experience is an AI Agent, this triggers when the AI Agent escalates to a human operator — not at initial customer contact.
2. **Out of business hours** *(Advanced tab)*: If configured, overrides the default availability logic to check business hours. See [Default logic](/v1/docs/create-a-webchat-channel#default-availability-logic) for more details.
> [!NOTE]
> Note
>
> This uses **Business email for after-hours contacts** (*Options tab*) if **systememail** is configured to send an email to notify a customer has reached out during out-of-business hours.
3. **Greeting message** *(Options tab)*: The initial message shown to the customer.
4. **Request contact information** *(Options tab)*: Prompts the customer for name, email, phone, address.
5. **Before agent connection** *(Advanced tab)*: Runs before the conversation is queued for a human agent.
6. **Waiting message** *(Options tab)*: Sent while the customer waits for an available agent.
7. At this point, the **routing to a human agent** happens. A system message is present saying: “You are placed in a queue. Please wait…” (This message can be modified from Historical Administration)
8. **Queue timeout or no agent available** *(Advanced tab)*: Triggered if no agent responds before the timeout threshold.
9. **Before customer survey** *(Advanced tab)*: Triggers before the survey is shown (only if Survey is enabled in Options).
10. **Survey** *(Options tab)*: Triggers the survey configured.
11. **After customer survey** *(Advanced tab)*: Triggers after the survey is completed (only if Survey is enabled in Options).
12. **After the agent session has closed** *(Advanced tab)*: Triggers after the session with the human agent ends (use this when no survey is configured).
## Default Availability Logic
When no custom workflow is attached to the "Out of business hours" event in the Advanced tab, webchat channels use the following built-in availability logic to handle customer contacts.
It checks business hours and agent availability, and uses the systememail variable (configured in the Options tab under "Business email for after-hours contacts") to determine whether to send an email notification.
## Frequently asked questions
### What types of images can I share?
Users can upload the following file types:
- gif
- png
- jpg
- aac
- mp4
- amr
- mp3
- ogg
- 3gp
- pdf
- doc
- xls
- ppt
- docx
- xlsx
- pptx
### Can I share multiple attachments at once?
No, only one file can be uploaded at a time.
### Are web chats secure?
Yes! We encrypt all API calls and web socket data.
### Where can I find analytics for my Webchat channel?
To monitor your Webchat channel metrics, check out the All digital view in your Dialpad Analytics.
### Are eParams supported?
No eParams is not supported.
## Related
- [Create a Digital Contact Center](/create-a-digital-contact-center.md)