Web Chat

The web chat channel enables real-time conversations between customers and your support team directly within your customer portal. Unlike email, web chat provides instant, synchronous communication – ideal for quick questions and interactive troubleshooting.

How it works

When a customer opens the chat interface in the customer portal, Auxilium creates a new conversation in the associated project. Messages flow in real time: the customer types in the portal, the agent replies from the Auxilium interface, and both sides see updates instantly.

Web chat conversations follow the same lifecycle as all other channel conversations – they can be assigned to agents, escalated, and eventually resolved. The full conversation history is preserved and searchable.

Creating a web chat channel

Web chat is the simplest channel type to set up. There are no server credentials or external integrations to configure.

  1. Navigate to Channels in the sidebar.
  2. Click the Add Channel button in the top-right corner to open the Create Channel dialog.
  3. Enter a Channel Name – for example, Website Live Chat or Portal Chat.
  4. Select Web from the Channel Type dropdown.
  5. Click Create.

That is all that is required. Unlike the email channel, no additional configuration fields appear when you select the Web type. The channel card will appear in the grid immediately.

Integration with the customer portal

If you have the customer portal enabled for your project, web chat is automatically available to authenticated portal users. Conversations initiated through the portal are linked to the customer’s account, so agents can see the full customer context alongside the chat.

Next steps