CRM
Connect your support channels
Connect a dedicated support email and a website chat widget so Customer Service can answer on both channels.
Customer Service answers across two channels: email and website chat. Connect the ones you use on the Accounts tab in Customer Service. You can start with just email and add chat later.
Dedicated support inbox
Connect a mailbox used only for support, like support@yourbusiness.com. It stays separate from your personal inbox, and Customer Service watches it on its own.
- On the Accounts tab, find Dedicated support inbox.
- Enter the support address and its app password. An app password is a special password your email provider creates for connected apps, not your normal login password. The in-product guide walks you through generating one for Gmail, Outlook, Yahoo, or iCloud step by step.
- If your provider needs manual settings, open Advanced: custom server settings to enter them.
- Click Connect support inbox.
Under Mailboxes to watch, a support inbox you just connected is checked for you, and Customer Service starts watching it right away. It only drafts replies to mail that arrives in a checked mailbox. If you uncheck them all, it drafts no email replies until you check one again. Your personal mailboxes stay out of this list unless you tick Also watch personal Inbox mailboxes. A support mailbox is labeled Support so it is easy to spot.
Website chat
Let Customer Service answer visitors right on your site, grounded in your knowledge library.
- On the Accounts tab, turn on Handle website chat.
- Click Create a chat widget and set its name, the business name shown to visitors, a welcome message, and a brand color.
- To put it on your site, copy the embed code and paste it just before the closing
</body>tag on your pages (or into your site builder's custom-code area). - Prefer a link? Each widget also has a hosted chat page, a full-page chat with no embedding needed. It is on for new widgets. Copy its link and share it.
You can create more than one widget, edit a widget's look anytime, and enable or disable each one.
Website chat works a little differently from email. Visitors get an answer right away, whatever reply mode you pick. A chat reply is held for your review only when it matches a flag scenario set to pause, or when Customer Service is not sure the answer is safe to send. The visitor then sees a short note that a team member will follow up.