Reordering Channels

Control the order in which your contact channels appear in the widget. The order affects visibility and which options visitors are most likely to use.

How to get there: Go to Setup → Widget in the top menu → click your widget → drag channels to reorder them.

Why Channel Order Matters

When visitors click your widget, they see a list of contact options. The order influences:

1. Visibility - Top channels are seen first (especially on mobile)
2. Click rate - First 2-3 channels get the most clicks
3. User experience - Logical ordering feels more intuitive
4. Strategic priorities - Promote preferred contact methods

How to Reorder Channels

Drag and Drop (Recommended)

1. Go to your widget settings
2. Navigate to "Channels" section
3. Find the list of your active channels
4. Click and hold on a channel
5. Drag it up or down to desired position
6. Release to drop in new position
7. Save changes

Manual Position Setting

Some interfaces allow setting specific positions:

1. Click on a channel
2. Find "Position" or "Order" field
3. Enter a number (1 = first, 2 = second, etc.)
4. Save

Best Practices

Put Your Priority First

Order channels by your business priority:

Example for Sales-focused business:

1. Phone (talk to sales immediately)
2. WhatsApp (quick sales questions)
3. Chat (live chat for demos)
4. Email (follow-up inquiries)

Example for Support-focused:

1. Chat (fastest support)
2. Email (async support)
3. Knowledge base/FAQ
4. Phone (complex issues only)

Consider User Preference

Look at your analytics:

• Which channels get the most clicks?
• Which have highest conversion rate?
• Put popular channels near the top

Mobile vs Desktop

On mobile, only first 3-4 channels are visible without scrolling:

• Put most important channels first
• Test on mobile device to verify
• Consider hiding less-important channels on mobile (use mobile settings)

Logical Grouping

Group similar channels together:

Communication channels:

1. Phone
2. WhatsApp
3. SMS
4. Telegram

Social media:

5. Facebook
6. Instagram
7. Twitter

Email/Forms:

8. Email
9. Contact Form

Regional Considerations

Popular channels vary by region:

Western markets (US/EU):

• Phone, Email, Live Chat top

Asia:

• WeChat, Line, WhatsApp top

Latin America:

• WhatsApp, Facebook, Instagram top

Middle East:

• WhatsApp, Telegram, Phone top

Adjust ordering to match your target audience.

Recommended Orderings

E-commerce Store

1. Live Chat (quick product questions)
2. WhatsApp (personal shopping assistant)
3. Phone (complex orders)
4. Email (general inquiries)
5. Social media (engagement)

SaaS Product

1. Live Chat (instant support)
2. Email (technical questions)
3. Knowledge Base (self-service)
4. Phone (enterprise customers)
5. Community/Forum

Local Business

1. Phone (call for appointment)
2. WhatsApp (quick questions)
3. Google Maps/Directions
4. Email
5. Facebook

Service Provider (Lawyer, Consultant, etc.)

1. Phone (schedule consultation)
2. Email (detailed inquiries)
3. Contact Form (intake form)
4. Calendar/Scheduling link

Lead Generation

1. Contact Form (capture info)
2. Phone (hot leads call)
3. Email (follow-up)
4. Live Chat (qualify leads)

A/B Testing Channel Order

Test different orderings to find what works best:

Week 1: Priority = Speed

1. Live Chat
2. Phone
3. WhatsApp
4. Email

Week 2: Priority = Convenience

1. WhatsApp
2. Email
3. Live Chat
4. Phone

Week 3: Priority = Conversion

1. Phone
2. Contact Form
3. Live Chat
4. Email

Compare:

• Total clicks per channel
• Conversion rate
• Revenue/leads generated

Keep the winner!

Common Mistakes

Don't Overload the Top

❌ Bad:

1. Phone
2. WhatsApp
3. Telegram
4. Viber
5. Signal
6. WeChat

Too many similar options confuses visitors.

✅ Better:

1. WhatsApp (primary messaging)
2. Phone
3. Email

Don't Hide Your Best Channel

If Live Chat has your highest conversion rate, don't put it 7th just because you also want to promote phone.

Put your highest-converting channel first.

Don't Ignore Analytics

Use data, not guesses:

• Check which channels actually get used
• Promote winners, demote losers
• Remove channels with < 1% of clicks

Don't Forget Mobile Testing

Test your ordering on:

• Small phones (< 5")
• Medium phones (5-6")
• Tablets
• Different orientations

What looks good on desktop may be buried on mobile.

Special Cases

Business Hours-Based Ordering

You can't automatically reorder by time, but you can:

• Show different widgets for business hours vs after-hours
• Use page conditions to show different widgets
• Manually adjust order for peak hours

Example:

• Daytime widget: Phone first (agents available)
• After-hours widget: Email first (no one to answer phone)

Seasonal Adjustments

During holidays or promotions:

• Promote seasonal channels (e.g., SMS for flash sale)
• Temporarily move urgent channels up
• Add holiday-specific messaging channels

VIP vs Regular Customers

Use different widgets for different segments:

• VIP widget: Phone first (white-glove service)
• Regular widget: Chat first (scaled support)

Requires:

• Multiple widgets
• Page conditions or user identification

Monitoring Performance

Check Analytics Regularly

Review channel performance monthly:

1. Go to Analytics dashboard
2. View "Channel Performance" report
3. Sort by click-through rate
4. Note top 3 channels

Adjust Based on Data

If a channel climbs in popularity:

• Move it higher in the order
• Or test moving it to #1 position

If a channel gets < 1% clicks for 3 months:

• Remove it or
• Move to bottom

Ask Your Team

Get input from:

• Sales team: Which channels close best?
• Support team: Which channels are easiest to manage?
• Customers: Which do they prefer? (survey them)

Seasonal Trends

Watch for patterns:

• Holiday season: Phone calls increase
• Summer: Email/async increases
• Mobile traffic hours: Chat preferred
• Weekend: Social media increases

Adjust seasonally if trends are strong.

Technical Notes

• Changes take effect immediately (no caching)
• Order is saved per widget (each widget can have different order)
• Reordering doesn't affect channel settings (just display order)
• You can reorder anytime without breaking anything

Troubleshooting

Drag-and-drop not working

Try:

• Refresh the page
• Use a different browser
• Clear cache
• Check if JavaScript is enabled

Alternative:

• Use manual position numbers instead

Order keeps resetting

Cause: Not saving changes

Fix:

• Click "Save" after reordering
• Wait for confirmation message
• Refresh page to verify

Mobile order different from desktop

This shouldn't happen (same order for both).

If it does:

• Check if you have separate mobile widget
• Verify no custom CSS affecting order
• Clear mobile browser cache

New channel appears at bottom

Normal behavior: Newly added channels default to last position

Fix:

• Drag new channel to desired position
• Save

Quick Reference

Pro tip: When in doubt, order by conversion rate (highest first). Check analytics to find your best performers.

Summary

1. Check analytics - Know which channels perform best
2. Put priorities first - Most important channels at top
3. Test on mobile - First 3 channels matter most
4. Remove low performers - Keep list focused
5. A/B test - Try different orders, measure results
6. Update regularly - Adjust based on performance data

Good channel ordering improves user experience and increases conversions. Review and optimize quarterly!