Create a Web Chat widget
A widget is a single chat experience with its own settings — colors, default team, languages, embed code. You’ll typically need just one to start.
Before you start
- A user role that can edit channel settings (Owner or Admin).
- A team to route conversations to, or an Agent Stack ready to handle them.
Steps
- Open Settings → Web Chat.
- Click New widget.
- Give it a name. This is internal — used to identify the widget in the settings list. Customers never see it.
- Pick a primary language. This is the default language the widget renders in.
- Set the welcome message — the first thing visitors see when they open the widget. Keep it short and inviting.
- Pick a default team. Incoming conversations from this widget are assigned to that team’s queue unless routed otherwise.
- Save.
The widget is created in a disabled state. You’ll need to enable it before it appears live.
Verify it worked
You should see:
- The new widget at the top of Settings → Web Chat with its name and an enable toggle.
- A set of tabs running across the top of the widget editor: General, Translations, Greeting, Routing, Channel Switching, Appearance, Installation.
What to do next
The minimum for a working widget is creating it, customizing the appearance to match your site, and installing the embed code. In practical order:
- Customize the appearance — colors, dark mode, launcher icon.
- (Optional) Add a pre-chat survey — name, email, custom fields.
- (Optional) Route to an Agent Stack — autonomous handling.
- Install the widget — paste the embed snippet on your site.
- Enable the widget from the list view.
Troubleshooting
-
Symptom: You don’t see a New widget button. Fix: Your role doesn’t have permission to edit channel settings. Ask an Owner or Admin in your tenant to either grant your role the permission or do the setup themselves.
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Symptom: The team dropdown is empty. Fix: You need at least one team before a widget can route to one. Set one up in Settings → Teams, then come back.