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How the chat widget works
- You create and configure a chat widget in Sites > Chat Widget.
- You embed the widget on your website, funnel pages, or client portal.
- When a visitor sends a message, a conversation thread is created in Conversations, tagged as a Live Chat.
- Your team responds from the Conversations tab. The visitor sees the reply in real time on the website.
- If no agent is available, the widget can collect the visitor’s contact info for follow-up.
Creating a chat widget
Navigate to Sites > Chat Widget
Click Sites in the left sidebar, then select Chat Widget. Click + New Chat Widget.
Configure general settings
Set:
- Widget name — internal label for the widget
- Welcome message — the greeting text shown to visitors when they open the chat
- Away message — shown when no agents are online
- Agent display name and avatar — what the visitor sees as the sender
Customize appearance
- Position — bottom-right or bottom-left corner of the page
- Bubble color — the color of the chat button bubble
- Bubble icon — choose from preset icons or upload a custom one
- Widget header color — the color of the chat window header
Set availability hours
Configure the days and times your team is available for live chat. Outside these hours, the away message is shown and the widget can switch to an offline form mode to collect contact info.
Configure the pre-chat form (optional)
Show a form before the chat starts to collect the visitor’s name, email, and phone number. This ensures every conversation is tied to a contact record, even if the visitor leaves before an agent responds.
Responding to live chats
All live chat conversations appear in Conversations and can be filtered using the Live Chat quick filter:- Navigate to Conversations.
- Click Quick Filters and select Live Chat.
- Click any conversation to open it and type a reply.
Manual actions in live chat
From inside a live chat conversation, agents have two additional action buttons:- End Live Chat — close the conversation when the issue is resolved
- Request Contact Details — send the visitor a form to collect their name, email, and phone number mid-conversation
Multiple widgets
You can create multiple widgets for different pages or purposes:| Widget | Use case |
|---|---|
| Main website widget | General support and inquiries |
| Pricing page widget | Sales-focused conversations |
| Client portal widget | Account support for existing clients |
| Funnel page widget | Real-time lead conversion assistance |
Notifications
Ensure your team receives notifications for incoming chats:- Go to Settings > Notifications.
- Enable New Conversation notifications for the channels your team monitors (email, browser push, or mobile app push).
The Live Chat widget requires an active internet connection on the visitor’s device. Messages sent when the visitor is offline are queued and delivered when they reconnect.