Smooch Web Messenger


Smooch is the best way to have personal, rich conversations with people on your website or customers on any device. Our features, integrations and developer-friendly APIs empower companies to connect with their customers in a whole new way.

The Smooch Web Messenger will add live web messaging to your website or web app. Customers will be able to talk to you from your website, while you manage conversations using your favorite business systems.

- Let your customers talk to you the way they want by seamlessly moving web chat conversations to any messaging app.
- Sync conversations across every device and channel your customers use.
- Build better relationships with messaging that feels and looks tailored to your website.
- Delight your customers with the most engaging conversational experience using rich messaging.
- Maximize development productivity with a single codebase across platforms and add more channels anytime.
- Bring every conversation into your existing business systems. No new tool to learn. See all integrations.
- Allow multiple users to participate in a conversation with each other along with the business actor.

Note: this document is for version 5.0.0. If you are upgrading please see the release notes here.

Usage

$3

Add the following code towards the end of the section on your page and replace with your integration id at the end of the script. You may replace "5" with any version from 4.0.0 onwards, or with a major version (i.e.: "4" or "5") to load that specific version of the Web SDK. If a version is included without specifying the patch, the latest version of the specified major release will be loaded. If an invalid version is passed an error will be thrown and the Web SDK will fail to load.

``html

`

then initialize the Web Messenger by placing this snippet towards the end of the body section of your page.

`html

`

$3

Install from npm

`
npm install --save smooch
`

Require and init

`javascript
import Smooch from 'smooch';

Smooch.init({ integrationId: '' }).then(function () {
// Your code after init is complete
});
`

Browser support

Web Messenger supports all popular browsers.

#### Desktop versions

- Chrome: Latest and one major version behind
- Edge: Latest and one major version behind
- Firefox: Latest and one major version behind
- Internet Explorer: 11+
- Safari: Latest and one major version behind

#### Mobile versions

- Stock browser on Android 4.1+
- Safari on iOS 8+

#### Other browsers

Web Messenger is likely compatible with other and older browsers but we only test against the versions above.

Region configuration

Web messenger is supported in the following regions:

| Region | Region identifier |
| -------------- | ------------------- |
| United States | _Leave unspecified_ |
| European Union | eu-1 |

To target the EU region, the region identifier is passed to Smooch.init():

`javascript

`

If you are a licensed Zendesk customer, use configBaseUrl instead of region. configBaseUrl specifies the URL where the config request is sent. For example:

`javascript

`

API

$3

#### init(options)

Initializes the Smooch widget in the web page using the specified options. It returns a promise that will resolve when the Web Messenger is ready. Note that except on and off, all methods needs to be called after a successful init.

##### Options

| Option | Optional? | Default value | Description |
| -------------------------------- | --------- | ----------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| integrationId | No | - | Your integration id |
| externalId | Yes | - | Optional. User's external id, which can be passed in init() as an alternative to login() (see below) |
| jwt | Yes | - | Optional. User's authentication token, which can be passed in init() as an alternative to login() (see below) |
| authCode | Yes | - | An auth code for linking to an existing conversation (see more details here) |
| locale | Yes | en-US | Locale used for date formatting using the - format. Language codes can be found here and country codes here.
Note 1 : The country part is optional, and if a country is either not recognized or supported, it will fallback to using the generic language. If the language isn't supported, it will fallback to en-US.
Note 2: this is _only_ used for date formatting and doesn't provide built-in translations for Web Messenger. Refer to the documentation for how to handle translations. |
| soundNotificationEnabled | Yes | true | Enables the sound notification for new messages |
| imageUploadEnabled | Yes | true | Enables the image upload feature. (deprecated: use menuItems.imageUpload; if this option is false, it will disable menuItems.imageUpload and menuItems.fileUpload) |
| fixedHeader | Yes | false | When enabled, the introduction pane will be pinned at the top of the conversation instead of scrolling with it. |
| embedded | Yes | False | Tells the widget it will be embedded. (see Embedded section below) |
| displayStyle | Yes | button | Choose how the messenger will appear on your website. Must be either button or tab. |
| buttonIconUrl | Yes | - | When the displayStyle is button, you have the option of selecting your own button icon. The image must be at least 200 x 200 pixels and must be in either JPG, PNG, or GIF format. |
| buttonWidth | Yes | 58px | When the displayStyle is button, you have the option of specifying the button width. |
| buttonHeight | Yes | 58px | When the displayStyle is button, you have the option of specifying the button height. |
| businessName | Yes | - | A custom business name. |
| businessIconUrl | Yes | - | A custom business icon url. The image must be at least 200 x 200 pixels and must be in either JPG, PNG, or GIF format. |
| backgroundImageUrl | Yes | - | A background image url for the conversation. Image will be tiled to fit the window. |
| integrationOrder | Yes | - | Array of integration IDs. When set, only integrations from this list will be displayed. If an empty array is used, no integrations will be displayed. _Note_: Listing an integration in the array doesn't guarantee that it will be displayed in the Web Messenger. |
| customColors | Yes | See below. | Colors used in the Web Messenger UI. |
| customText | Yes | See the example below | Strings used in the Web Messenger UI. You can use these to either customize the text or translate it. _Note_: Some strings include variables (surrounded by {}) which must remain in your customized text. |
| menuItems | Yes | See below. | Choose menu items. |
| notificationChannelPromptEnabled | Yes | true | Enables displaying a prompt to new users after their first message to suggest linking their chat instance with their other 3rd-party apps. |
| browserStorage | Yes | localStorage | Choose the storage type to use for storing user identity in the browser. Must be either localStorage or sessionStorage. Learn more |
| delegate | Yes | undefined | Sets a delegate on the conversation. See the delegate section for more details. |
| prechatCapture | Yes | See below. | Enables automatically capturing a user's name and email via a form before the start of a conversation. Disables the chat input until the form has been submitted. |
| canUserSeeConversationList | Yes | true | Allows users to view their list of conversations. |

##### customColors

| Option | Optional? | Default value | Description |
| ----------------- | --------- | ------------- | ------------------------------------------------------------------------------------------------------------------------------------- |
| brandColor | Yes | 65758e | This color will be used in the messenger header and the button or tab in idle state. Must be a 3 or 6-character hexadecimal color. |
| conversationColor | Yes | 0099ff | This color will be used for customer messages, quick replies and actions in the footer. Must be a 3 or 6-character hexadecimal color. |
| actionColor | Yes | 0099ff | This color will be used for call-to-actions inside your messages. Must be a 3 or 6-character hexadecimal color. |

##### customText

The list of localizable strings. These strings can be modified. _If an option is not given a custom string, the default value will be used._

Please note that all error messages are prefixed with errorPrefix (default: Error:). For example, if you set actionPaymentError to An error occurred while processing the card., the message shown to the user will be Error: An error occurred while processing the card. If you want to remove the prefix, set errorPrefix to an empty string.

| Option | Default value |
| ------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| actionPaymentCompleted | Payment Completed |
| actionPaymentError | {errorPrefix} An error occurred while processing the card.
Please try again or use a different card. |
| actionPostbackError | {errorPrefix} An error occurred while processing your action. Please try again. |
| clickToRetry | Message not delivered. Click to retry. |
| clickToRetryForm | Form not submitted. Click anywhere on the form to retry. |
| connectNotificationText | Sync your conversation and continue messaging us through your favorite app. |
| connectNotificationSingleText | Be notified when you get a reply. |
| conversationListHeaderText | My conversations |
| conversationListRelativeTimeJustNow | Just now |
| conversationListRelativeTimeMinute | 1 minute ago |
| conversationListRelativeTimeMinutes | {value} minutes ago |
| conversationListRelativeTimeHour | 1 hour ago |
| conversationListRelativeTimeHours | {value} hours ago |
| conversationListRelativeTimeYesterday | Yesterday |
| conversationListTimestampFormat | MM/DD/YY |
| conversationListPreviewAnonymousText | Someone |
| conversationListPreviewCarouselText | {user} sent a message |
| conversationListPreviewFileText | {user} sent a file |
| conversationListPreviewFormText | {user} sent a form |
| conversationListPreviewFormResponseText | {user} filled a form |
| conversationListPreviewImageText | {user} sent an image |
| conversationListPreviewLocationRequestText | {user} sent a location request |
| conversationListPreviewUserText | You |
| conversationTimestampHeaderFormat | MMMM D YYYY, h:mm A |
| couldNotConnect | Offline. You will not receive messages. |
| couldNotConnectRetry | Reconnecting... |
| couldNotConnectRetrySuccess | You're back online! |
| couldNotLoadConversations | Couldn’t load conversations. |
| emailChangeAddress | Change my email |
| emailDescription | To be notified by email when you get a reply, enter your email address. |
| emailFieldLabel | Email |
| emailFieldPlaceholder | Your email address |
| emailFormButton | Submit |
| emailLinkingErrorMessage | {errorPrefix} Please submit a valid email address. |
| errorPrefix | Error: |
| fetchHistory | Load more |
| fetchingHistory | Retrieving history... |
| fileTooLargeError | {errorPrefix} Max file size limit exceeded ({size}) |
| fileTypeError | {errorPrefix} Unsupported file type. |
| formErrorEntryRequired | {errorPrefix} This entry is required |
| formErrorInvalidEmail | {errorPrefix} Email is invalid |
| formErrorNoLongerThan | {errorPrefix} Must contain no more than ({characters}) characters |
| formErrorNoShorterThan | {errorPrefix} Must contain at least ({characters}) characters |
| formErrorUnknown | {errorPrefix} This doesn't look quite right |
| formFieldSelectPlaceholderFallback | Choose one... |
| frontendEmailChannelDescription | To talk to us using email just send a message to our email address and we\'ll reply shortly: |
| headerText | How can we help? |
| imageClickToReload | Click to reload image. |
| imageClickToView | Click to view {size} image. |
| imagePreviewNotAvailable | Preview not available. |
| inputPlaceholder | Type a message... |
| inputPlaceholderBlocked | Complete the form above... |
| introAppText | Message us below or from your favorite app. |
| lineChannelDescription | To talk to us using LINE, scan this QR code using the LINE app and send us a message. |
| linkError | {errorPrefix} An error occurred when attempting to generate a link for this channel. Please try again. |
| linkChannelPageHeader | Sync your conversation |
| locationNotSupported | Your browser does not support location services or it’s been disabled. Please type your location instead. |
| locationSecurityRestriction | This website cannot access your location. Please type your location instead. |
| locationSendingFailed | {errorPrefix} Could not send location |
| locationServicesDenied | {errorPrefix} This website cannot access your location. Allow access in your settings or type your location instead. |
| messageError | {errorPrefix} An error occured while sending your message. Please try again. |
| messageIndicatorTitlePlural | ({count}) New messages |
| messageIndicatorTitleSingular | ({count}) New message |
| messageRelativeTimeDay | {value}d ago |
| messageRelativeTimeHour | {value}h ago |
| messageRelativeTimeJustNow | Just now |
| messageRelativeTimeMinute | {value}m ago |
| messageTimestampFormat | h:mm A |
| messageDelivered | Delivered |
| messageSeen | Seen |
| messageSending | Sending... |
| messageTooLongError | {errorPrefix} Max message size limit exceeded ({size}). |
| messengerChannelDescription | Connect your Facebook Messenger account to be notified when you get a reply and continue the conversation on Facebook Messenger. |
| newConversationButtonText | New Conversation |
| notificationSettingsChannelsDescription | Sync this conversation by connecting to your favorite messaging app to continue the conversation your way. |
| notificationSettingsChannelsTitle | Other Channels |
| notificationSettingsConnected | Connected |
| notificationSettingsConnectedAs | Connected as {username} |
| prechatCaptureGreetingText | Hi there 👋\nTo start off, we\'d like to know a little bit more about you: |
| prechatCaptureNameLabel | Your name |
| prechatCaptureNamePlaceholder | Type your name... |
| prechatCaptureEmailLabel | Email |
| prechatCaptureEmailPlaceholder | name@company.com |
| prechatCaptureConfirmationText | Thanks for that! What can we help you with? |
| prechatCaptureMailgunLinkingConfirmation | You\'ll be notified here and by email at {email} once we reply. |
| sendButtonText | Send |
| settingsHeaderText | Settings |
| shareLocation | Location |
| smsBadRequestError | {errorPrefix} We were unable to communicate with this number. Try again or use a different one. |
| smsCancel | Cancel |
| smsChangeNumber | Change my number |
| smsChannelDescription | Connect your SMS number to be notified when you get a reply and continue the conversation over SMS. |
| smsChannelPendingDescription | Check your messages at {number} to confirm your phone number. |
| smsContinue | Send |
| smsInvalidNumberError | {errorPrefix} Please submit a valid phone number. |
| smsLinkCancelled | Link to {appUserNumber} was cancelled. |
| smsLinkPending | Pending |
| smsPingChannelError | {errorPrefix} There was an error sending a message to your number. |
| smsSendText | Send me a text |
| smsStartTexting | Start Texting |
| smsTooManyRequestsError | {errorPrefix} A connection for that number was requested recently. Please try again in {minutes} minutes. |
| smsTooManyRequestsOneMinuteError | {errorPrefix} A connection for that number was requested recently. Please try again in 1 minute. |
| smsUnhandledError | {errorPrefix} Something went wrong. Please try again. |
| syncConversation | Sync conversation |
| tapToRetry | Message not delivered. Tap to retry. |
| tapToRetryForm | Form not submitted. Tap anywhere on the form to retry. |
| telegramChannelDescription | Connect your Telegram account to be notified when you get a reply and continue the conversation on Telegram |
| unsupportedMessageType | Unsupported message type. |
| unsupportedActionType | Unsupported action type. |
| uploadDocument | File |
| uploadInvalidError | {errorPrefix} Invalid file. |
| uploadPhoto | Image |
| uploadVirusError | {errorPrefix} A virus was detected in your file and it has been rejected |
| viberChannelDescription | Connect your Viber account to be notified when you get a reply and continue the conversation on Viber. To get started, scan the QR code using the Viber app. |
| viberChannelDescriptionMobile | Connect your Viber account to be notified when you get a reply and continue the conversation on Viber. To get started, install the Viber app and tap Connect. |
| viberQRCodeError | {errorPrefix} An error occurred while fetching your Viber QR code. Please try again. |
| wechatChannelDescription | Connect your WeChat account to be notified when you get a reply and continue the conversation on WeChat. To get started, scan this QR code using the WeChat app. |
| wechatChannelDescriptionMobile | Connect your WeChat account to be notified when you get a reply and continue the conversation on WeChat. To get started, save this QR code image and upload it QR code scanner. |
| wechatQRCodeError | {errorPrefix} An error occurred while fetching your WeChat QR code. Please try again. |
| whatsappChannelDescriptionDesktop | Sync your account to WhatsApp by scanning the QR code or clicking the link below.\nThen, send the pre-populated message to validate the sync request. (Your code: {{code}}). |
| whatsappChannelDescriptionMobile | Sync your account to WhatsApp by clicking the link below.\nThen, send the pre-populated message to validate the sync request. (Your code: {{code}}). |
| whatsappLinkingError | {errorPrefix} An error occurred while fetching your WhatsApp linking information. Please try again. |

See below for an example.

##### customScreenReaderAnnouncement

The list of localizable strings. These strings can be modified. _If an option is not given a custom string, the default value will be used._

| Option | Description |
| ------------- | -------------------------- |
| supportTyping | {author} is typing |
| supportSays | {author} says: |
| sentImage | {author} sent an image |
| sentFile | {author} sent a file |
| sentCarousel | {author} sent a carousel |
| sentLocation | {author} sent a location |

##### menuItems

| Option | Optional? | Default value | Description |
| ------------- | --------- | ------------- | ------------------------------------- |
| imageUpload | Yes | true | Enables the image upload menu item. |
| fileUpload | Yes | true | Enables the file upload menu item. |
| shareLocation | Yes | true | Enables the share location menu item. |

See below for an example.

##### prechatCapture

| Option | Optional? | Default value | Description |
| ------------------ | --------- | ------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| avatarUrl | Yes | undefined | Sets the URL of the avatar to use for the automatic reply to the prechat capture messages. |
| enabled | Yes | false | Enables the prechat capture experience. |
| enableEmailLinking | Yes | true | Automatically links the user's email to the app's Mailgun integration if it exists. If the property fields is defined, the first field of type email will be used. |
| fields | Yes | - | Overrides the default Prechat Capture fields to define a custom form. |

beforeSend delegate will apply to the user's submitted message.

See below for an example.

prechatCapture uses the following customText options:

| Option | Description |
| ---------------------------------------- | ----------------------------------------------------------------------------- |
| prechatCaptureGreetingText | Text for the initial greeting message. |
| prechatCaptureNameLabel | Label displayed for the default form's first field. |
| prechatCaptureNamePlaceholder | Placeholder for the default form's first field. |
| prechatCaptureEmailLabel | Label displayed for the default form's second field. |
| prechatCaptureEmailPlaceholder | Placeholder for the default form's second field. |
| prechatCaptureConfirmationText | Text for the confirmation message sent when the form is completed. |
| prechatCaptureMailgunLinkingConfirmation | Text for the notification message when a user has linked their email address. |

##### Example

``javascript
var skPromise = Smooch.init({
integrationId: '',
// For authentic