LIVE CHAT WIDGET

What the Chat Widget Does

The Chat Widget is an embeddable messenger placed on a website that lets visitors start real-time conversations, routed directly into the same inbox used for SMS and email conversations elsewhere in the CRM. Instead of a visitor emailing or calling, they can message right from the page they're already on, and that conversation lands in the same place the team already manages every other channel.

It's one of the easiest ways to convert passive website traffic into an actual lead, without needing ad spend to generate the visit in the first place, the traffic is already there, the widget just gives it a low-friction way to reach out.

Chat Widget Types

Type

What It Does

Live Chat (labeled Web Chat in some views)

Real-time messaging with the team or Conversation AI, ideal for businesses with someone ready to respond promptly

SMS / Email Chat

Visitor messages route into SMS or email conversation threads

WhatsApp

Messaging through WhatsApp, if enabled on the account

All-in-One Chat

Combines Live Chat, SMS/Email, WhatsApp, and optionally Facebook, Instagram, and Voice AI into a single widget, letting the visitor choose their preferred channel

Requirement for SMS-based chat: A phone number must already be purchased in the sub-account, and A2P registration must be completed, or SMS replies through the widget won't send.

Creating a Chat Widget

Go to Sites → Chat Widget.

Click + New.

Choose the chat type: All-in-One, SMS/Email, Live Chat, or WhatsApp.

Name the widget clearly for internal reference (e.g., "Main Website Widget").

Customize branding: colors, icons, and avatar image to match the business's identity.

Configuring Live Chat Specifically

For real-time messaging to work correctly inside Conversations, the chat type must be set to Live Chat. Key settings to configure:

Intro Message — the short greeting shown before a visitor starts chatting

Agent Avatar & Branding — matches the widget's appearance to the business

Offline Behavior — what visitors see and what happens to their message when no one is available to respond live

Fallback Messages — a message shown for unattended inquiries, so a visitor isn't left staring at silence

Messages route directly into Conversations, where they can be assigned to specific team members and managed alongside SMS and email in one place.

Customizing the Widget Experience

Inside the widget's customization settings:

Placement — choose Sticky (a persistent floating bubble) or Embedded/Inline (built directly into a page layout). Embedded placement is available across Live Chat, SMS/Email, WhatsApp, All-in-One, Facebook, Instagram, and Voice AI widgets.

Dimensions — leave as Auto for recommended sizing, or set Custom dimensions (starting from 200px) to match a specific website layout. Use "Set to Default" to reset if needed.

Visitor Messaging — configure separate messages for first-time versus returning visitors, plus acknowledgement messages after a message is sent.

Loading Behavior — choose whether the widget loads immediately on page load, or only after a visitor interacts with the page (useful for avoiding an intrusive pop-up on first arrival).

Notice & Consent — display a legal notice, and configure whether a consent checkbox appears, is required, or is pre-checked, useful for compliance depending on the business's region and messaging practices.

Deploying the Widget

Once configured:

Click Save.

Click Get Code, then copy the generated embed snippet.

Paste the snippet into the website's code (or, if using a website/funnel already built on this platform, add it directly through the page settings without needing a separate embed step).

Automating What Happens After a Chat Starts

Go to Automation → Workflows.

Create a workflow with the trigger Chat Widget Conversation Started (or equivalent).

Add actions such as notifying the assigned team member, tagging the contact, or starting a follow-up sequence if the conversation goes unanswered for a set period.

This ensures a chat that starts outside business hours, or when no one's immediately available, still gets a timely follow-up instead of going cold.

Notes for Client-Facing Use

Confirm A2P registration and an active phone number are in place before enabling any SMS-based chat option, this is the most common reason a chat widget appears "connected" but replies never actually send.

Recommend the All-in-One widget for clients wanting to reduce decision fatigue for visitors, one widget, multiple channels, rather than juggling several separate chat tools.