Console

Contact points A number, WhatsApp, the web chat, set from the agent's page

A contact point is how your customers reach an agent: a phone number, a WhatsApp number, the chat of your website. Each one belongs to a single agent, the one that answers there, and is added, set and deleted from that agent's page. The console has no separate "contact points" section.

Add a contact point

On the agent's diagram, "Ajouter un point de contact" (Add a contact point) opens a dialog: "Par où vos clients joindront « {agent} »" (How your customers will reach "{agent}"). It offers the kinds this agent can answer, each with a one-line definition, plus "Téléphonie existante" (Existing telephony), an exchange source the agent does not answer.

A voice agent

"Voix" (Voice): "Un numéro où l'agent décroche" (A number where the agent picks up).

A text agent

"Chat web" (Web chat), "WhatsApp" and "SMS": a chat window on your site, a WhatsApp number provided by Natalia, a number provided by Natalia.

  • Voice. "Garder mon numéro" (Keep my number), recommended: your customers keep calling your usual number, and you forward its calls to Natalia. "Nouveau numéro" (New number): Natalia provides a number reserved for this agent, through "Obtenir un numéro" (Get a number), or you pick one of your organization's SMS numbers. If you have a switchboard or an operator, "Vous avez un standard ou un opérateur (SIP)" (You have a switchboard or an operator) adds a "Ligne téléphonique" (Phone line).
  • SMS. Natalia buys a number reserved for this agent: "Obtenir un numéro" (Get a number). Your customers text the agent on that number.
  • WhatsApp. A business number that Natalia assigns you, with no Meta account to create: see WhatsApp.
  • Web chat. The card creates the chat at once and opens its page: nothing to fill in.

A number's panel

A "Voix", "Ligne téléphonique", "SMS" or "WhatsApp" contact point opens in a side panel of the agent's page, under the breadcrumb "Agents › {agent} › {number}".

  • "Reste à faire" (Still to do). The steps left before the contact point is ready, each with, where relevant, what to do; for a kept number, the steps of the forwarding. The block disappears once everything is done.
  • "Réglages" (Settings). The number of the contact point. Natalia assigns the SMS and WhatsApp numbers: they are shown, never edited. A "Ligne téléphonique" keeps its form, with its "Identité SIP" (SIP identity) and its optional "Numéro public de la ligne" (Public number of the line).
  • What the contact point knows. The interlocutor's number, for example, is inserted in the text of an action under "Connu sans le demander" (Known without asking): see Actions.

A web chat's page

The web chat has its own page: the real chat inside a website page, its settings on the right. Each change shows in the preview before you save it.

  • "Apparence" (Appearance). "Couleur principale" (Main colour), your logo, "Disposition" (Layout: "Coin", corner, or "Centrée", centred) and, in a corner, "Coin d'affichage" (Display corner: "À droite", right, or "À gauche", left).
  • "Afficher la bulle" (Show the bubble). Ticked, a floating button opens the chat. Unticked, the button disappears and only your site opens the chat, by calling the "Code d'ouverture du chat" (Chat opening code) shown below the switch, for example from a "Contact us" button.
  • "Accueil" (Welcome). The agent's "Premier message" (First message), the chat's first bubble, and "Suggestions d'accueil" (Welcome suggestions) your visitors tap to start.
  • "Votre marque" (Your brand). The foot of the chat reads "Propulsé par Natalia" (Powered by Natalia). "Marque blanche" (White label) says whether your subscription includes it, otherwise "Voir les offres" (See the plans) leads to the pricing. With white label, the signature disappears, and you set the "Nom affiché" (Displayed name) and the "Texte du champ de message" (Message field text).
  • "Installer sur mon site" (Install on my site). Copy the code and paste it at the bottom of every page of your site, in a "Code" or "HTML personnalisé" (custom HTML) block. "Sites autorisés" (Allowed sites): only these addresses can show the chat; with no address, every site can. Below, an administrator can recognise visitors who sign in to your site or to your Microsoft 365 intranet.

Delete a contact point

"Supprimer le point de contact" (Delete the contact point), at the bottom of its panel or its page, asks for confirmation: "Le point de contact « {numéro ou site} » sera supprimé définitivement. Vos clients ne pourront plus joindre l'agent par ce point de contact." (The contact point "{number or site}" will be deleted for good. Your customers will no longer reach the agent through it.) Once deleted, you are back on the agent's page.

Try it through a contact point

Live mode reaches the agent through one of its real contact points, as your customers will.

Try an agent Back to documentation