Website chat
Install the chat widget on your site and answer visitors from the inbox.
- Set up and install the chat widgetGo to Settings > Website chat.
- Business hours and the away messageOpen your widget in Settings > Website chat and go to the Greeting and hours tab. The greeting is at the top. Turn on Use business hours to reveal the schedule.
- Let visitors say who they are (details form and consent)Open your widget in Settings > Website chat and go to the Behaviour tab. Under Ask for details, choose when to ask:
- Being Available or AwayYou will see an Available / Away control in two places: at the top of the Website area, and in the header of a website chat thread in the Inbox. Both show and change the same setting.
- Replying to chats and attachmentsEvery conversation started through your chat widget lands in your workspace's Inbox, next to your other channels. Use the Website chat filter to see only these conversations.
- Email a visitor when they leave (chat email)A visitor does not always stay on your site waiting for a reply. Chat email lets your reply reach them anyway, by email, once they have left the page. This is a workspace-wide setting, not a per-widget one.
- Route new chats to the right peopleOpen your widget in Settings > Website chat and go to the Behaviour tab, under Routing.
- Write help articles for your visitorsGo to Website > Articles. This is where every help article for your workspace lives, alongside your chat widgets.
- See who is on your website (Visitors)Go to Website > Visitors. Once your chat widget is on your site, everyone who lands on a page with the widget shows up here, most recently seen first. If Website chat is off for your workspace, this page points you to Settings > Website chat instead.
- The website chat reportGo to Website > Report. Use 7 days or 30 days at the top to choose the period the report covers.
- Change how the chat widget looksOpen your widget in Settings > Website chat and go to the Appearance tab. The preview on the right updates as you change things, so you can see the result before you save.
- How the chat widget behaves (Behaviour tab)Open your widget in Settings > Website chat and go to the Behaviour tab. The tab has several sections, described below from top to bottom. Click Save when you are done.
- Greet visitors with proactive messagesA proactive message is a short note that pops up in a small bubble beside your chat button when a visitor matches the conditions you set, for example "Looking at plans? Ask us anything." It invites the visitor to start a conversation without opening the chat for them.
- Publish your help centreGo to Settings > Help centre, or open Help centre settings from Website > Articles. The help centre comes with Website chat, so Website chat has to be on for your workspace first.