LaunchSMS Dynamic Action Buttons are now available to give your customers the opportunity to have frequently asked questions answered without having to directly reach out to your CSRs. This feature will save their team time and allow them to focus their efforts on income-generating leads.
We’ll cover how to set up Chat Widget Dynamic Action Buttons here:
Where is this feature located in the LaunchSMS Admin dashboard?
1. Log into LaunchSMS and navigate to the Settings Page
2. From the settings page navigate to Communications > Chat Widget
3. You will notice the “Add More” button widget located in this section
How do I set this up?
The setup for Dynamic Action Buttons is quite simple, we’ll go over it now.
1. There are only 2 fields required for each button you are setting up.
- Button Name – This will be the text that appears on the button when an end user is viewing it on the widget.
- Button Link – This is where the user will be directed when they click on the link.
2. The first step you will do is enter the name of the button, for example, “Call Now”.
3. The second step will be to enter the phone number that you would like the user to call. Please make note that you will need to include a special “tel:” attribute to the phone to signify that it is a phone number link you are using.
You can add additional buttons by simply clicking on the “Add More” button.
By default, the first button that always appears on the chat widget will be “I want to chat” this cannot be changed, or altered in any way.
Here are some best practices to consider when setting up the buttons.
1. Limit your custom FAQ buttons to 4 maximum.
2. Make your button names short and to the point.
3. Make sure you are including complete URLs: {protocol}{subdomain}{root domain}{slug}{permalink}. (https://www.domainname.com/jobs/apply)
4. For the Phone number make sure you are using the “tel:” attribute. This will help browsers know that this is a linked phone number.
5. Try to include links to pages on your website. By adding links to external resources you take end users out of your website and that can create a negative user experience. There are a few exceptions to this such as sending them to leave you a review or pay a bill.
Commonly used FAQs
Below is a list of the commonly asked question from end users to your clients.
- Phone Number
- Schedule Service
- Bill Pay
- Leave Review
- Directions
- Careers
- Annual or Biannual Maintenance requests
- Copies of Bills, Estimates, or Invoices
* Depending on the CRM/Dispatch software that a client is using some of these can be answered by directing the end user to those sites or pages.
What does it look like?
When an FAQ button has been created it will automatically trigger a different appearance in the initial widget view a customer sees. Here is what it looks like:
As you can see we display the default “I want to chat” button followed by the custom FAQ buttons created in the LaunchSMS admin portal.
FAQ Buttons Frequently Asked Questions
Q. How many buttons can I create?
A. Currently, there is no set limit to how many buttons you can create but it is recommended that you limit the buttons to 4 maximum. Adding more will create a negative user experience on smaller devices.
Q. Can I change the color of the buttons?
A. Yes and No. The button color is dictated by the color selected when setting up the chat widget. So while you can change the color of the button it is tied to the over the color scheme of the chat widget.
Q. What happens if I don’t add FAQ buttons?
A. No biggie, the end user will see the default text us widget screen.
Q. I added FAQ buttons, but they aren’t appearing on the website.
A. There could be a few reasons why Dynamic Action Buttons are not appearing on the chat widget, let’s cover them.
- Did you save the widget settings after adding the buttons? If not, please do so now.
- Your website could be cached. Try clearing your website’s cache and see if they appear.
- Your browser could be cached. Try clearing your browser cache and see if they appear.
- If these do not help you, please reach out to support@launchsms.com
Q. Can the button open up a new tab?
A. Presently they cannot. We may be adding this feature in future releases.