What is this?
This is the Web Chat view of Channels — open it from the Web Chat card, or go to/channels?channel=webchat. It lets you embed a chat widget on any website page so visitors can start a conversation without leaving your site. Those conversations arrive in your shared inbox alongside messages from other channels.
Your plan must include Web Chat and you need the Channels permission to add a widget. How many widgets you can connect depends on your plan’s channel limit.
What can I do here?
- Add a web chat widget to a website
- Open Widget Builder to design how the chat bubble looks, set the greeting, enable pre-chat forms, and copy the embed code
- See each connected site’s status and manage its settings
- Disconnect a widget without losing your chats
How to use it
Add a widget
- Open Channels → Web Chat and click Add new Web Chat account.
- Name the widget (for example the website it will go on) and confirm.
- Click Widget Builder — or the Edit Web Chat Widget option on the widget’s card — to design the widget and get the embed code.
- Copy the embed code and paste it into your website’s
<head>or just before the closing</body>tag.
Widget Builder
The Widget Builder button in the header opens the full builder in a new view. Use it to:- Choose the widget’s colour, position (left or right), and size
- Write the greeting message visitors see when they open it
- Add a pre-chat form asking for a name, email or phone before the chat starts — those answers arrive in the inbox as contact details
- Preview the widget as a visitor would see it
- Copy the embed code
Manage a connected widget
Each connected site appears as a card. From there you can:- See the widget’s domain and status
- Rename or edit it
- Open the widget builder for it
- Disconnect it
Disconnect a widget
Click Disconnect on the widget’s card and confirm. The widget stops appearing on your website and the visitor log is cleared. Your chats and contacts stay. Reconnecting brings the widget back. To remove the whole channel, use Delete Channel (Channels).Troubleshooting / Technical Notes
- The chat bubble doesn’t appear on my website. The embed code must be in every page that should show it. Check your browser’s console for script errors and confirm the domain matches what you entered.
- Pre-chat form data doesn’t appear in the contact. The form data arrives when a visitor submits it and starts the chat. Check the contact’s profile in the inbox after they message.
- Add new Web Chat account is disabled. You’ve reached your plan’s channel limit.
- Widget Builder is not shown. You need the Widget Builder permission — ask an admin.