Click-To-Connect Overview
Empower your agents to connect with customers instantly—whether they reach out via your website or WhatsApp.
With Rainbow Click-To-Connect, every inquiry is routed to your team, ensuring no message is missed and every customer feels heard.
- Seamless Multichannel Support:
Customers choose how to connect—via your website’s contact form or directly through WhatsApp. All inquiries are managed in one place. - Instant Agent Engagement:
Agents receive and respond to messages in real time, using Rainbow’s unified communication platform. - Active Website Channel:
Transform your website into a dynamic, two-way communication channel between your clients or visitors and your organization —no more passive “Contact Us” forms.
Web form Chat customer view
Web interaction Agent view
- Flexible Communication:
Through your Click-to-Connect Web communication channel, customers start real-time interactions with chat, then your agents can escalate the conversation to audio or video calls —all within the same conversation.
Web form agent view with video
From WhatsApp, any customer can engage a live chat interaction with your agents at any time.
C2C WA customer view
C2C WA Agent view
- Efficient Agent Workflows:
Agents handle all customer interactions from their single Rainbow client, increasing efficiency and customer satisfaction.
Click to Connect empowers visitors, whether they are existing customers or new visitors seeking information, to connect with company agents or employees, receive prompt and personalized assistance, and benefit from real-time communication channels, all while maintaining their privacy.
Agent Workflow overview
Click to Connect journey
The Click to Connect (C2C) Administrator:
As the C2C Administrator, your role is vital in configuring the skill routing (Domain, Subject) settings and ensuring relevant company agents or employees are assigned in line with the routing rules defined.
The Click-To-Connect Management Center will allow to:
- Easily configure routing rules, add/assign specific skills to agents, and define the parameters for matching visitors with the most suitable agents based on their expertise.
- Intuitively set up, edit and preview the interaction Web form that you will propose to your visitors
- Configure your existing WhatsApp Business account to work with Click-To-Connect as a complementary communication channel.
- Design the WhatsApp customer Welcome message sequence that will guide your customer to initiate its inquiry domain before getting in touch with an Agent.
Click-To-Connect Administration Center
Routing Rules
Web Form configuration
The Click-to-Connect (C2C) Agent/Employee:
- Once the Click to Connect widget is integrated into the website or the WhatsApp Business channel enabled, visitors can submit their inquiries or requests through any of these channels.
- When a visitor submits its inquiry using any of its preferred communication channel, the Click to Connect bot springs into action:
- It checks the availability of agents/employees, it assigns the conversation to the relevant agent based on the visitor's inquiry domain.
- A Rainbow bubble is automatically created providing a virtual space where the agent/employee and the visitor can communicate.
After the interaction is complete, the bubble and all associated exchange data are deleted after a predefined period. This maintains the visitor's privacy and ensures that no data is retained beyond the necessary timeframe.
How to subscribe to Click to Connect
The access to the Click to Connect offer is performed on demand and will later be fully automated.
As a Business Partner, you need to follow the steps described hereafter:
- Create a ticket for Click to Connect subscription request under the following categories:
- Rainbow
- Verticals
- Other - Add the following mandatory details to the ticket:
- Email of the company Click to Connect Administrator
- Must be a dedicated email
- Must not be associated with any existing Rainbow account
- FQDN name to get a personalized widget URL such xxx.openrainbow.com where xxx can be the name the company wants to be (example: acme.openrainbow.com)
- Contact email if different from the C2C administrator.
Once the ticket is created:
- Rainbow Customer Care team will open the Click To Connect offer to the Business Partner Account (making it available from Rainbow Administration)
- Customer Care team will create the Click to Connect Administration account
- The Click to Connect instance initiation will start and be performed within 24 hour.
- The Company Administrator will get all the details to access the Click to Connect administration portal.
Pricing
The Click to Connect subscription is 20€/month/Website integration (WPL)