Chatra

Chatra is a user-friendly chat platform designed for websites, enabling real-time interaction between customers and support teams. A single agent can handle multiple customer conversations simultaneously, helping reduce operational costs while maintaining high customer satisfaction. Integrating Chatra with Document360 gives customers instant access to support as they navigate your knowledge base content.

With Chatra, you can have real-time conversations with your knowledge base visitors, initiate targeted chats and triggers, monitor real-time visitor lists, and more. See the Chatra help documentation for a full list of features.

Before you begin

• You need a Chatra account.
• You need your Chatra ID. See How to find your Chatra ID below.

How to find your Chatra ID

The Chatra ID is a unique code obtained from the Chatra application. It is required to connect Chatra with Document360.

Existing Chatra user

1. Log in to your Chatra account and open the Chatra dashboard.
2. Navigate to Settings > Chat widget.
3. In the Chat Widget panel, find the line that contains w.Chatra.ID. The value next to it is your Chatra ID.

New Chatra user

1. Sign up for a Chatra account and verify your email address.
2. After email verification, your Chatra ID is sent in the confirmation email.

How to integrate Chatra with Document360

1. In the Document360 portal, navigate to Connections () > Integrations () in the left navigation bar.

2. Select Chatra from the list of integrations and click Add. The Add new integration panel appears.

3. Add a Description and enter your Chatra ID.

4. Optionally, expand Code inclusion/exclusion conditions to control when the integration runs based on IP address, Workspace, or Language.
5. Click Add.

After setup, log in to your Chatra account to view and respond to chats from your knowledge base visitors.

Best practices

• Use targeted chats to proactively reach readers. Chatra's trigger feature lets you initiate a chat with a visitor based on specific conditions, such as time on page or the article they are viewing, before they ask for help.
• Monitor the real-time visitor list to prioritize support. Chatra's live visitor list shows who is currently on your knowledge base, letting your team reach out to readers who appear to be struggling.
• Use single-agent multi-chat to keep costs low. One agent can handle several Chatra conversations at the same time, so you don't need to scale your support team as your knowledge base grows.
• Use Code inclusion/exclusion conditions to control where the widget appears. If the Chatra widget should only appear on certain workspaces or for specific languages, configure conditions to limit where the integration runs.
• Check the Chatra help documentation for advanced features. Visit chatra.com/help for a full list of features including triggers, canned responses, and integrations with other tools.

FAQ