# Connecting Web Messenger

Published 2025-04-29

> Step 1: Add and Configure Web Messenger Go to Settings . Navigate to Integration . In the Messenger section, click +Add . Appearance section : Enter your branding colors for the messenger to match your website's theme. G

### **Step 1: Add and Configure Web Messenger**

1.  **Go to Settings**.
2.  Navigate to **Integration**.
3.  In the **Messenger** section, click **+Add**.
4.  **Appearance section**:
    -   Enter your branding colors for the messenger to match your website's theme.
5.  **Greeting section**:
    -   Select the information and customer service team members that will appear when a customer first enters the messenger.
6.  **Intro section**:
    -   Configure the message that will appear to offline users when they initiate a chat while the support team is unavailable.
7.  **Hours & Availability section**:
    -   Set your working hours to specify when your support team is available to respond in the messenger.
8.  **Config Setup section**:
    -   In the **Integration name** field, enter \[Web messenger\] Website.
    -   Select the **Brand** section.
        -   If you haven’t created a brand, click **Create Brand** and select it.
    -   Select the **Channel** section.
        -   If you haven’t created a channel, click **Create Channel** and select it.
9.  Click **Save** to save the settings.

### **Step 2: Test the Web Messenger**

1.  **Go to Settings**.
2.  Navigate to **Integration**.
3.  Click on **Messenger**.
4.  Click on the **"<>”** icon from the **Actions** menu next to the Web Messenger name.
5.  Click **Preview**.
6.  In the window that appears, click on the chat circle in the lower right corner to start writing a chat.
    -   Test if the messenger responds correctly based on the configured settings.

### **Step 3: Troubleshooting (If Web Messenger is not Coming to TeamInbox)**

#### 1\. **Check if your erxes account is included in the Channel**

-   Go to **Settings → Channel**.
-   Check if your **erxes account name** is listed in the **Member** section.

#### 2\. **Ensure Channel is selected for Web Messenger connection**

-   Go to **Settings → Integration**.
-   Click on **Web Messenger**.
-   Click **Edit** and ensure the **Channel** is selected.

By following these steps, you should have Web Messenger properly connected and working in your erxes system, allowing your team to manage and respond to customer communications in real time.

**Illustrated instructions:**

1.  Go to **Settings**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io/RXkZYanFUkV9DaqiV3OeJerxesund.png)
2.  Go to **Integration**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FVNvfVKiTMFzxqWtGKs7jjchoseintegrationss.png)
3.  Click **+Add in the Messenger** section .  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FrqfImclGHIbCTEeAihfrQmsgadd.png)
4.  **In the Appearance** section, enter information such as branding colors.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F33sivQFo4KhA6KIsYivgrmsgappearance.png)
5.  **In the Greeting** section, select the information and customer service team members that will appear when the customer first enters the messenger.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FIpIzEXb4YPbwMvoBuGjanmsggreeting.png)
6.  Configure the message that appears in **the Intro section to offline users.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F6zS2rJR3cVJAd2edTSuLlmsgintro.png)
7.  You can set your working hours in **the Hours & Availability section.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F2A243KozNUfJXCmIO1mlQmsghour.png)
8.  **In the Config Setup** section:
    -   In the Integration name field, enter “\[Web messenger\] Website”
    -   Select the Brand section.
    -   Select the Channel section.
9.  Click the **Save button to save the settings.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2Fv1su6tQMPg2EGABa537yumsgchosesave.png)

**Try it:**

1.  Go to **Settings**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io/RXkZYanFUkV9DaqiV3OeJerxesund.png)
2.  Go to **Integration**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FVNvfVKiTMFzxqWtGKs7jjchoseintegrationss.png)
3.  Click on **Messenger**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FQvEGd5KwVrRzKs0tKyezOmsgbigchose.png)
4.  Click on “ **<> ” from the Actions** menu next to **the Messenger name.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F8yiQI9g7Y7OW7dlxMxEmpmsgchoseintallcode.png)
5.  Click on **Preview.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FV5DkZbXSfL7HqAiMO8GN5msgchosepreview.png)
6.  In the window that appears, click on the circle in the lower right corner to try writing a chat.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F24hwWvahmuwE3RTBr2mHpmsgbuttonchoose.png)![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FqhSRNT5YhmgCZjaXm2FDlmsgsentmsng.png)

**If Web Messenger is not coming to TeamInbox, here are some things to check:**

**1\. Check if the erxes account you are checking is included in the Channel:**

-   Go to **Settings**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FZJK4b4Cp7Lx9i9e1dlqGsclickkkksettiongs.png)
-   Go to **Channel**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FEH2LvZBK5N5l5Ze4dYumHchosechsnnell.png)
-   **Check if your information is in the Member** section (erxes Account name)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F3cHSld98Oz3iSYgCoDKGNsettchanneledit.png)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FcxhxD59kuSE81BpKv7hFWchannelchosemember.png)  
      
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FhQWO8kWLlo6RnIrryRK5Osaveechannal.png)

**2\. Check if Channel is selected for the Web messenger connection:**

-   Go to **Settings**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F7ALJIWrz9J440Chn2WT6Echosesettings.png)
-   Go to **Integration**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FVNvfVKiTMFzxqWtGKs7jjchoseintegrationss.png)
-   Click on **Web Messenger**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FFe5abu75fZ72N1NHutOR1msgbigchose.png)
-   Click the **Edit** button and make sure **Channel is selected.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2Fpc11i4yAXTZmEeb8naB11msgchanneledit.png)![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FYQPq5c3JaqtDhYFCG96lymsgchannelslide.png)![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F6rPAzs4Fjr6WqC4fbaHxImsgchannelchose.png)