Embedding
Configure the widget under Agent, then Widget, then copy the snippet into your site’s HTML before the closing</body> tag.
The key in the snippet is a public embed key, not an API key. It is safe in page source. Rotating
the key from the console invalidates the old snippet immediately, which is how you cut off an
embed on a site you no longer control.
Configuration
- Appearance. Colours, position, launcher label and greeting.
- Availability. Whether the widget appears outside business hours, and what it says if it does.
- Language. The widget follows your workspace default and switches to match what the visitor writes.
Anonymous visitors
A web visitor has no phone number and no email until they give you one. Until then they are an anonymous session. Once they share a contact detail, the conversation is linked to a customer record, and if that detail matches someone who has called or messaged you before, the histories join. See Memory and state.What the agent can do
The full chat tool surface: answer from knowledge, qualify, check availability, book, write to your CRM, and escalate to a human. Because a web visitor has no address to message later, anything that needs a follow-up asks for a contact detail first.Handing over to a person
When a conversation escalates, the thread lands in your inbox and your alerting rules fire. If a team member replies while the visitor still has the widget open, the reply appears in the widget live. If the visitor has left, the follow-up needs a contact detail, which is why the agent asks for one before escalating where it can.CSAT
Web visitors are surveyed inside the widget rather than by message, since there is nowhere to send a link. The rating bar appears in place when the conversation closes. See CSAT.Limits
- The widget is for your own site. It is not a shareable chat link.
- File upload from the visitor is not supported today.
- The widget does not persist a conversation across browsers or devices for an anonymous visitor.