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Website chat

How to create a chat widget for your website

In Sites › Chat Widget, click New, choose the chat type (Live Chat, SMS/Email, WhatsApp, Facebook, Instagram or All-in-One), customize the look, chat window and messages, and save. Visitor messages arrive in Conversations.

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Before you start

  • To reply by SMS, your account needs an active phone number in Settings › Phone Numbers.
  • For WhatsApp chat, you need an approved, connected WhatsApp number.
  • For Facebook or Instagram chat, the page or account must be connected in Settings › Integrations.
  • Live chat works best when someone on your team is available to answer right away.
Where to find it

Sites › Chat Widget › New

Step by step

Create the widget

  1. In the left menu, open Sites and click Chat Widget.
  2. Click New.
  3. Choose the chat type:
    • Live Chat: real-time conversation with the visitor.
    • SMS/Email: collects the visitor's details so you can reply later by SMS or email. Great for teams that aren't staffed around the clock.
    • WhatsApp: the visitor talks to you on WhatsApp.
    • Facebook or Instagram: the visitor starts a conversation with your page or account.
    • All-in-One: combines several connected channels in one widget; you choose which ones appear.
  4. Customize the widget on the tabs that appear (options vary by chat type).

Style tab

  1. Choose the icon, theme and your brand colors.
  2. Write a prompt message for first-time visitors and another for returning visitors.
  3. Add your team's photos (avatars).
  4. Under Widget Placement, choose Sticky (stays in a corner of the page) or Embedded / Inline (shows inside the page content).
  5. Leave the size on Auto or choose Custom and set the width and height (200 px minimum).

Chat Window tab

  1. Set the title, intro message and contact form fields.
  2. Under Additional options › Compliance notice & consent, set up the legal notice and the consent checkbox. You can make the checkbox required or pre-checked.
  3. To make your site load faster, turn on Load on user interaction: the widget loads after the visitor scrolls, clicks or taps (or after about 8 seconds).

Messaging tab

  1. Write the acknowledgement message visitors get after they send.
  2. Set your support details and greeting.
  3. Choose the widget's language.
  4. Click Save. Next, install the widget on your website.

Tips

  • For live chat you can also set a message for when nobody answers in time, asking the visitor for their details so you can follow up later.
  • When a live chat conversation is done, use End Chat in Conversations.
  • You can create several widgets in the same account, for example one per website.

Common problems

  • There's no WhatsApp, Facebook or Instagram option → That channel isn't connected to your account yet. Connect it first, then create the widget again.
  • Visitors can't send a message → The consent checkbox is required and the visitor didn't tick it. The widget shows a prompt asking them to tick the box.
  • I want a different message on each page → The widget message is the same on every page where it's installed. Create separate widgets and install each on the right page.
  • The widget takes a while to appear → Load on user interaction is turned on. Turn it off if you want the widget to load immediately.
  • I reply by SMS and the visitor doesn't get it → Make sure your account has an active SMS-capable phone number in Settings › Phone Numbers.

Frequently asked questions

Does changing the chat type affect existing conversations?

No. Existing conversations stay in Conversations.

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