Wix Answers Help Center
Setting Up Phone Support in Your Widget
Allow customers to request callbacks from anywhere in your product by adding phone support to your Widgets.
Before you begin:
Create a widget (if you haven't already) so you can add phone support to it.
We're currently in the process of releasing new widget settings. If you're unable to follow the directions listed below, please contact Wix Answers Support for help.
To add phone support to your widget:
- Hover over Settings and click Widgets.
- Click Edit next to the relevant Widget.
- (For multilingual widgets): Click the language next to Settings for and select a language.
- Make sure Contact Options appear under Component Settings. If needed, click + Add Component and select Contact Options.
- (Optional) Click the Limit contact accessibility toggle to hide your contact options unless a customer marks an article in your Widget as "unhelpful."
- Click the Phone Support toggle to enable phone support in your Widget.
- Click Manage next to Phone Support.
- Customize the Form Header:
Show me how
9. Customize the Form Fields & Options:
Show me how
10. Set your Phone Support Availability business hours:
Show me how
11. Scroll up and click Save next to Callback Layout & Content.
To prevent spam, customers receive a verification code when they request a callback. They must enter the code to submit their request.
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Customizing Your Widget
4 min read
Setting Up Your Call Center
The Wix Answers Call Center allows you to manage all of your company's support conversations in one place, automatically integrated with your Knowledge Base and Ticketing System. Set up as many phone lines, queues, and custom Interactive Voice Recording (IVR) flows as needed to make both your customers' and your agents' journey a smooth one.Step 1 | Add a Call LinePurchase a phone number or port your existing number to the Wix Answers Call Center to get started. Set up as many lines as needed to organize your calls and route them to their appropriate queues. Show me howHover over Settings and click Call Center. Click + Add New Line. Enter a name and description for your line (this information is not seen by customers).Note: Click the checkbox to make this line the default line for outbound calls.Click Next. Set up your line preferences:Choose a country from the drop-down: This defines the phone number's country code. Select the type of number:Local phone numberToll free phone number (Optional) Customize your number options:Use a specific area code or prefix: Enter an area code or prefix.Use digits that correspond to letters: Enter a pattern of digits (e.g., 1-800-FUN).Click Next.Choose a phone number from the list or click Back to change your line's setup preferences.Note: You may need to submit proof of a valid address or identification to purchase some phone numbers. Learn MoreClick Create Line.Step 2 | Set Up Your Business HoursEnsure customers can contact your Call Center during working hours only. You can set up different business hours per line and edit the messages customers hear when calling after operating hours. Show me howHover over Settings and click Call Center. Click Manage next to the relevant line. Click the Business Hours tab at the top of the page.Click Edit next to the Line Business Hours. Select Custom Hours of Operation. Click the toggle next to each day you want the line enabled or disabled.Click the opening and closing times next to a day to set its hours.Note: The times displayed are based on your account's time zone. (Optional) Click the Show More icon next to a day and select Add another period to [Day] to add another block of time. Then set the hours for the new time period. This option is great if, for example, you need to close your line during lunch. Set the hours for each day of the week. Tip: Click the Show More icon next to a day and select Apply to all days to apply the hours to every day of the week. (Optional) Click Apply these business hours to all lines to apply these hours to every line in your Call Center.Click Save.Tip: You can also set business hours for each queue within your Call Center. Step 3 | Set Up Your IVR FlowsThe Interactive Voice Response (IVR) flow you set up determines what your customers hear when they call and their routing options. Customize your IVR flow to set a great first impression with callers and get them routed to the most relevant queues. Show me howHover over Settings and click Call Center.Click the IVR Flows tab. Click + Create New IVR Flow.Enter a name. Click Create. Click the relevant IVR flow.Click +Add Welcome Message.Select a message type:Text to speech:Click the drop-down and select a language.Type the message your callers will hear.Click Save. Recorded sound file (.WAV, .MP3, .WMP):Click Upload an audio file.Select a file from your computer and click open. Click Save. Click Add Action.Select an action:Route Call: Transfers the call to another IVR flow or a specific queue.Click the drop-down next to Route call to and select an option:Queue: Click the next drop-down to select a queue. IVR Flow: Click the next drop-down to select an IVR flow.Phone Number: Enter a phone number. Click Done. Hang Up: Hangs up the call.Digit Input: The caller presses a key on their dial pad or speaks to proceed. Click the drop-down next to When Caller Presses and select a number.(Optional) Click + Add Message to add a message. See step 3 above. Click the drop-down next to Then and select a routing option.Click Done. (Optional) Click Add User Input to add more digit/voice inputs. Number Input: The caller enters a series of numbers and presses # to be authenticated by your 3rd party application. Learn more about setting up IVR Webhooks.Enter your Webhook's URL.(Optional) Click + Add Message to add a message. See step 3 above.Click Save. Route to Voicemail: The call is sent to voicemail. You can apply the following actions to the call ticket by selecting the relevant options:Assign ticket to: Assigns the ticket to an agent or group.Set ticket priority to: Sets the ticket priority. Add labels to ticket: Adds labels to the ticket. Automatically transcribe voicemail messages: Creates a text copy of the recorded audio on the ticket. Note: Voicemail transcription costs $0.06 per minute, withdrawn from your call credit balance.Click Save. Step 4 | Set Up Your Call Center QueuesOrganize calls within separate queues based on your customers and their intents. You can create advanced queues for transferring to specialized agents as well as language queues for multilingual call centers. Show me howHover over Settings and click Call Center.Click the Queues tab at the top. Click + Add New Queue. In the popup, add the following information:Queue NameQueue Language(Optional) Queue DescriptionClick Create. Tip: Learn how to customize your queue by editing the queue settings. Step 5 | Assign Agents to QueuesAfter setting up your queues, assign agents to each queue. A call can be answered once an agent is assigned to the queue and in the Available status.Show me howHover over Settings and click Call Center.Click the Queues tab.Select a queue from the list and click Manage. Click + Add Assignees and select an agent.Note: To answer a call, an agent's status must be set to Available. Learn more about agent statuses.Step 6 | Activate Your LineWhen you're all set up and ready to start providing phone support, activate your call line to enable incoming or outbound calls. Show me howHover over Settings and click Call Center.Click Manage next to the relevant line. Activate your line next to each call type:Incoming Calls: When activated, customers can call the line to reach your Call Center.Enable the toggle to allow incoming calls. Click the drop-down under Incoming Calls and select the IVR flow callers experience.Note: Click Create a new IVR to set up a new IVR for your line. Learn more. Outgoing Calls: When activated agents can call customers from the line's phone number.Enable the toggle to allow outbound calls from the line. Note: Outgoing calls are enabled by default. You must add another line to disable.(If you have multiple lines) Click Set this line as default line for outbound calls to set as your default outbound call line. Next:Learn how to answer a call once you receive one.
6 min read