Add a live chat widget to your site
Set up website chat in Customer Service so visitors can message you, grounded in your own answers with human review.
A chat widget lets visitors message you right from your website. Website chat now lives in Customer Service, so it is set up in one place alongside email and SMS, answered from your own knowledge library, and handled with the same review and flagging as your other channels.
Create a widget
Open Customer Service, go to the Accounts tab, turn on Handle website chat, and click Create a chat widget. Give it a name, set the business name shown to visitors, a welcome message, and a brand color.
You can create more than one widget. Each row on the Accounts tab has Edit, Enable or Disable, and Delete, and a live widget shows how many conversations it has handled.
Put it on your site
You have two ways to go live:
- Embed it. Copy the widget's embed code and paste it just before the closing
</body>tag on your site (or into your site builder's custom-code area). The chat bubble then appears for visitors. - Share a link. Turn on the hosted chat page and share its link, a full-page chat with nothing to embed.
Answer with your own knowledge
Chat replies are drafted from your support knowledge library, so visitors get accurate answers in your voice. You choose whether replies wait for your approval or send on their own, and you can flag sensitive situations for review. See Reply modes and flag scenarios.
Review conversations
Drafted chat replies wait in your review queue so you can edit, approve, or dismiss them, right next to your email and SMS.
There is also a separate Chat Widgets page under Tools in the CRM menu. That is where you read live conversations and answer them yourself, and it has its own three-step wizard for creating a widget if you would rather start there.