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The chat widget puts a chat button on your website. Visitors get an answer from your AI agent straight away, or talk to your team. A chat that needs a person arrives in your shared inbox as a conversation, beside your email and SMS, and a visitor who shares their details becomes a record in your CRM.

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Get started

Install the widget

Create the widget, copy the snippet from the Install tab, and paste it into your site.

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How a chat works

  1. The visitor opens the chat. Your pages load a 7 KB script, and the chat itself loads when a visitor reaches for it. It opens ready to type, with suggested questions.
  2. They send a message. It’s saved as a conversation, with the page they sent it from. With the AI agent off, it arrives in your inbox straight away.
  3. Your AI agent answers, if it’s on, from the pages of your website. A chat it handles on its own stays out of your inbox, and you read it on the Insights tab.
  4. They ask for a person. The chat joins your inbox and goes to the owner of their record, or follows your routing rules. The widget tells them how soon your team replies, or when it’s back.
  5. Your team replies from the inbox. The visitor reads it in the chat, or by email if they’ve left the page.
If you set up intake questions, they appear after the visitor’s first message, and the answers go to their record.

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What you can do

Answer visitors

AI Agent

Answer from your own website, at any hour, and hand off when a person is needed.

Insights

How the agent did, the questions it couldn’t answer, and the answers you teach it.

Suggested questions and page prompts

Choose what visitors can tap, and greet them with a note for the page they’re on.

Buttons after an answer

“That answered it” and “Talk to a person” under each answer.

Help in the widget

Let visitors search your website from the chat.
Bring in your team

Office hours and email follow-up

Say when your team replies, and email visitors the replies they missed.

Chat routing

Decide which team or teammate picks up a chat.
Know who’s asking

Visitors

How visitors are recognised and added to your CRM.

Known customers

Greet signed-in customers by name and route them to their owner.
Files, phones and keyboards

Files and emoji

Screenshots and documents from visitors, and files in your replies.

On phones and from the keyboard

Full screen on a phone, and usable with a keyboard or a screen reader.

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Where the settings are

Everything is in Settings → Chat Widget: Each tab is described in Install the widget.

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More than one widget

You can run several widgets, for example one on your website and one inside your app. Click New widget at the top of Settings → Chat Widget and name it. It starts with the current widget’s colours and a round chat button, and you switch between widgets with the picker beside it. Each widget has its own look, prompts, office hours, intake form and install snippet. The AI Agent and Knowledge tabs are shared: every widget answers from the same persona and the same scanned pages.

Communications overview

Email, SMS, calls and chat in one inbox.

Widget identity

Tell the widget who a signed-in visitor is, from your server.