Meet Tiledesk: Revolutionizing Customer Engagement with Open-Source Live Chat

Abdul Aziz Ahwan

16 Aug, 2024

In today’s digital landscape, where real-time customer engagement is critical, businesses need robust tools to facilitate seamless communication with their customers. Enter Tiledesk—an open-source live chat platform designed to transform how companies interact with their clients. With its integration of advanced chatbot technology and multi-channel support, Tiledesk is poised to redefine customer service for businesses of all sizes. In this comprehensive guide, we'll explore the features, benefits, installation process, and more about Tiledesk, providing you with the knowledge to leverage this powerful tool.

What is Tiledesk?

Tiledesk is a versatile open-source live chat solution that combines real-time messaging with sophisticated chatbot functionalities. Written in Node.js and Angular, it provides a full-stack platform that can be customized to meet various business needs. Whether you're looking to enhance sales through dynamic customer interactions or streamline post-sales support, Tiledesk offers a comprehensive suite of features to help you achieve your goals.

Key Features of Tiledesk

Multi-Channel Support: Tiledesk allows businesses to engage with customers across various platforms such as WhatsApp, Facebook Messenger, and Telegram. This unified approach ensures that all customer interactions are managed from a single interface.
Advanced Chatbot Technology: With built-in chatbots, Tiledesk enables automation of repetitive tasks and responses. The chatbots can be configured to handle inquiries, provide information, and even assist in complex workflows, all while integrating seamlessly with human agents.
Customizable Widgets: The platform includes a variety of customizable widgets, allowing businesses to tailor the chat experience to their brand’s specific needs. This includes everything from visual design to functionality.
Conversation Management: Tiledesk offers tools for managing unlimited chat conversations, organizing them with labels and notes, and even creating canned responses for frequently asked questions.
CRM and Analytics: The platform comes equipped with CRM capabilities and robust analytics tools. This allows businesses to track performance, export data, and gain insights into customer behavior.
Ticketing System: The integrated ticketing system helps in managing support requests efficiently, ensuring that no customer query goes unanswered.

Setting Up Tiledesk

Setting up Tiledesk can be done in several ways, depending on your preferences and technical expertise. Below, we’ll cover the most common methods for installation.

1. Installation Using Docker Compose

For those looking to set up Tiledesk with minimal hassle, Docker Compose provides an efficient solution. This method allows you to deploy all Tiledesk components on your server with a single command. Follow the Docker Compose Tiledesk installation guide to get started.

2. Installing from Source Code

If you prefer a more hands-on approach, you can install Tiledesk from the source code. Here’s a step-by-step guide:

Clone the Repository:

git clone https://github.com/Tiledesk/tiledesk-dashboard.git --branch <LATEST-RELEASE-VERSION>

Navigate to the Directory:
```
cd tiledesk-dashboard
```
Install Dependencies:
```
npm install
```

3. Running Tiledesk with Docker

For those who prefer Docker, you can run Tiledesk using Docker with the following steps:

Download the .env File:

curl https://raw.githubusercontent.com/Tiledesk/tiledesk-dashboard/master/.env.sample --output .env

Configure the .env File: Edit the .env file to suit your environment settings.

Run Tiledesk Dashboard:

docker run -p 4500:80 --env-file .env tiledesk/tiledesk-dashboard

4. Running with npm

For those who prefer npm, you can install and run Tiledesk with the following commands:

Install the Package Globally:

npm install -g @tiledesk/tiledesk-dashboard

Run Tiledesk Dashboard:
```
tiledesk-dashboard
```

Customizing Tiledesk

Customization is a key feature of Tiledesk, allowing businesses to tailor the platform to their specific needs. Here are some ways you can customize Tiledesk:

You can customize the chat widgets to match your brand’s look and feel. This includes changing colors, styles, and even adding custom scripts.

Configuration Files

environment.ts and environment.prod.ts: These files are used to configure settings for development and production environments. You can specify API URLs, log levels, and other settings.
dashboard-config.json: If remoteConfig is set to true, you’ll need to create this file to include configuration details like widget URLs and bot credentials.
CSS Customization: Modify the _variables.scss file to adjust the visual style of the dashboard, including color schemes and layout adjustments.

Loading External Scripts

You can enhance Tiledesk’s functionality by adding external scripts. This is done by specifying the globalRemoteJSSrc in your configuration files.

Integrating Tiledesk with Your Applications

One of Tiledesk’s strengths is its ability to integrate with other applications and services. Here’s how you can leverage this feature:

API and Webhooks

Tiledesk offers APIs and webhooks that allow you to connect with your existing applications. This integration enables you to automate workflows, synchronize data, and extend Tiledesk’s functionality.

Embedding Tiledesk

You can embed Tiledesk into your existing applications or websites using iframes. This is useful for integrating the chat functionality directly into your app or website without requiring users to navigate away.

Autologin Feature

For convenience, Tiledesk supports auto-login by passing a JWT token as a query parameter. This feature simplifies user access to the dashboard by bypassing the login process.

Community and Support

Tiledesk has a vibrant community that contributes to its development and provides support. Here’s how you can get involved:

Discord Community

Join the Tiledesk Discord server to connect with other users, ask questions, and get help from the Tiledesk community.

Official Website

For support and additional information, visit Tiledesk’s official website. You can use the live chat widget to get real-time assistance.

Conclusion

Tiledesk is a powerful open-source platform that offers a wide range of features for customer engagement and support. With its multi-channel capabilities, advanced chatbot technology, and customizable options, it provides a robust solution for businesses looking to enhance their customer service experience. Whether you choose to install it via Docker, from source code, or using npm, Tiledesk offers flexibility and scalability to meet your needs. By leveraging its integration features and engaging with the community, you can maximize the benefits of Tiledesk and transform your customer interactions.

For more information and to get started with Tiledesk, visit their GitHub page or check out the Docker Compose installation guide.

developer frontend live chat open source