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Overview

The widget is the chat window on your own website. Three triggers cover what visitors do in it. widget.conversation.started fires when a visitor starts a new chat. widget.visitor.identified fires when a visitor gives their name, email or phone. widget.keyword.matched fires for every message a visitor sends.
Despite its name, widget.keyword.matched applies no keyword filter and carries no keyword. The keyword list belongs to the workflow trigger of the same name. A webhook receives every visitor message, and your handler decides which ones matter.
A widget chat is also a conversation. Its owner, completion, outcome and deletion arrive as conversation events with sourceType set to widget. Visitor details are self-reported. Anything typed into the widget arrives unverified, so check an email address before you match a chat to an existing customer.

Chat & Widget

Setting up the widget and answering its chats.

Visitors

The people who chat with you through the widget.

Widget visitor identity

Vouching for a signed-in customer from your own server.

Conversations

Assignment, completion and outcomes for widget chats.

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Triggers

widget.conversation.started

A website visitor started a new chat.

widget.visitor.identified

A visitor gave their name, email or phone. The details are self-reported.

widget.keyword.matched

A visitor sent a message. Fires for every message, with no keyword filter.