Channels
In this section, you can manage which communication channels are available in the widget. Each channel can be turned on or off using the toggle switch next to its name.
Active channels will appear in the widget, while inactive ones will be hidden.
The display order of the channels can be easily customized — simply drag and drop the channels into the desired position using the drag handle icon.
Each channel also includes a status indicator, which will display one of the following:
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Configure in Routing – indicates that the channel requires proper routing setup.
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Channel configured – indicates that routing for this channel has been correctly set up.
Ensuring correct routing is essential for interactions to be directed to the appropriate destination via the Routing tab.
Additional Settings
The Additional settings section provides extra configuration options that define widget behavior across available channels:
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Single channel view – When enabled, the widget will open directly in a single active channel, bypassing the channel picker. This applies to all available channels.
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Chat transcript – When enabled, users in the Chat channel will see an icon that allows them to export or send a copy of their chat conversation with the Agent.
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Visitor blur – When enabled, the Visitor’s video will be blurred by default. This means the Visitor’s camera image will initially appear blurred until they manually disable the blur. This setting applies to the Video and Scheduled Video channels and also in Chat-to-Video Upgrade, and PSTN-to-Video Upgrade.
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Agent blur – When enabled, the Agent’s video in the Visitor Journey application will be blurred by default. This option applies to the Video, Scheduled Video channels and also in Chat-to-Video Upgrade, and PSTN-to-Video Upgrade.