Book jobs from your website with Webchat in Virtual Agent
Webchat is a new artificial intelligence (AI) chat widget you add to your own website so a visitor can book a job in a conversation, set up in the same place as your voice and text agents.
Available inCoreProMax
Feature type
New Feature
Industry
Residential Service and Replacement
Roles
AdministratorsOffice employees
Region
United StatesCanada
What's new
Previously, chat lived in Scheduling Pro while your voice and text agents lived in Virtual Agent, so one communication strategy was split across two products that did not offer the same features. Webchat brings chat into Virtual Agent. You create and set up a webchat agent from the same Virtual Agent configuration screen you already use, preview and test the chatbot in Agent Studio before it goes live, copy one code snippet to your website, and review every webchat conversation in Virtual Agent Interactions next to your calls and texts. If you use the Scheduling Pro chat widget today, that widget is being retired, so plan to rebuild your chat in Virtual Agent and replace the code snippet on your website.
Workflow comparison — before & after
← Before
✓ After
1.Open Scheduling Pro configuration and set up your chat widget there.
1.Open Virtual Agent configuration and create a webchat agent next to your voice and text agents.
2.Open Virtual Agent separately to set up your voice and text agents.
2.Set up the chatbot, then preview and test it in Agent Studio before it goes live.
3.Copy the Scheduling Pro chat code snippet and add it to your website.
3.Copy the webchat code snippet and choose whether the chat window opens or stays closed by default.
4.Review chat conversations in Scheduling Pro, and review calls and texts in Virtual Agent.
4.Add the snippet to your website, then apply the Chat with us control to any button on the site.
5.Work around the differences between what the Scheduling Pro scheduler offers and what the chat widget offers.
5.Review webchat conversations in Virtual Agent Interactions, next to your calls and texts.
⚠ Your artificial intelligence (AI) communication strategy is split across two products, so setup takes twice as long and there is no single place to see how every conversation performed.
✓ Chat, voice, and text are set up in one place and reported in one place, so a visitor can book a job on your website at any hour and you can see how that conversation performed alongside every other conversation.
A homeowner with no hot water finds your website at 10 p.m., opens the chat window, describes the problem, and books a morning appointment without waiting for your office to open.
A visitor comparing three plumbing companies books with you because your website answered in a conversation while the other two sites offered only a phone number.
Your Customer Service Representatives (CSRs) review the webchat conversations in Virtual Agent Interactions the next morning and see which questions come up most, so they can adjust the chatbot wording.
How to prepare
01
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have Webchat and any prerequisite configurations enabled.
02
If you use the Scheduling Pro chat widget today, plan to rebuild your chat in Virtual Agent and replace the code snippet on your website. Your existing chat widget keeps working until the rebuild is complete, and chat stops appearing on your website after the old widget is switched off.
03
Identify who maintains your website, because that person adds the new code snippet. If your website sends a Content-Security-Policy header, that person also needs to allow the ServiceTitan chat addresses before the chat window will appear.
04
Train your office staff on where webchat conversations appear, so they know to review Virtual Agent Interactions alongside calls and texts.
05
Bookmark any knowledge base articles or Academy videos for team training.