CRM
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 lives in Customer Service, so it is set up in one place alongside email, answered from your own knowledge library, and checked against the same flag scenarios 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. Each widget has a hosted chat page, a full-page chat with nothing to embed. It is on for new widgets. Copy its link and share it.
Answer with your own knowledge
Chat replies are drafted from your support knowledge library, so visitors get accurate answers in your voice. Chat answers visitors right away, whatever reply mode you picked for email. To have certain situations held for you instead, switch on flag scenarios set to Pause for my review. See Reply modes and flag scenarios.
Review held replies
A chat reply is held for you when it matches a flag scenario set to pause, or when Customer Service is not sure the answer is safe to send. The visitor sees a short note that a team member will follow up, and the drafted reply waits in your review queue so you can edit, approve, or dismiss it, right next to your email. When a flag scenario catches a chat message, you also get an email alert.
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.