Overview
The Website channel adds a live chat widget to your site: a conversation bubble in the corner of the screen where visitors talk to your team in real time. Conversations arrive in the inbox like any other channel, with per-contact history, assignment and automations.
You install the widget by pasting a small script into your site, and you customize colors, texts and behavior right in the platform.
You also choose what happens after a conversation is resolved. By default the visitor keeps writing in the same conversation — and it is reopened automatically. If you would rather close it for good, you can block new messages: the composer disappears and the widget offers to start a new conversation instead.
Prerequisites
- An administrator role to create the website inbox.
- Access to edit your site's HTML (or a tag manager) to paste the widget script.
- A site published on an accessible domain.
Step by step
- In Settings → Inboxes, create a new inbox and choose Website.
- Enter the site name and domain and set the welcome greeting.
- Finish creation — the platform generates a code snippet (script) for the widget.
- Copy the script and paste it into your site's HTML, before the closing
</body>tag, on every page where the chat should appear. - Publish the site and open it in a browser: the chat bubble should appear.
- Send a test message through the widget and check that it arrives in the inbox.
- (Optional) Under Settings → Inboxes → your inbox → Settings, adjust Allow messages after conversation resolved to match how your team works.
Settings & options
- Appearance: primary color, bubble position, avatar and greeting texts.
- Availability: different messages for when the team is online or offline.
- Pre-chat: optional form to collect name, email and other information before starting the conversation.
- Visitor features: the widget can show quick replies, Help Center articles and allow attachments, depending on the setup.
- Allow messages after conversation resolved: available only on website inboxes. It ships enabled; while enabled, a new message from the visitor reopens the resolved conversation.
- With the option disabled: on a resolved conversation the widget hides the composer and shows the Start a new conversation button, which takes the visitor to the pre-chat form. If the visitor already has an email on file, a Request a conversation transcript button appears as well.
Use cases
- Answer visitor questions on product and checkout pages in real time.
- Capture leads through the pre-chat form and turn them into CRM contacts.
- Reduce abandonment by offering help at the right moment of the visit.
- Truly close a case: once resolved, the visitor opens a new conversation instead of reopening an old one, which keeps the queue and the metrics cleaner.
Tips, limits & best practices
- Install the script on all relevant pages so you don't miss conversations.
- Set clear offline messages stating when the team is back.
- Keep the greeting short and to the point; invite the visitor to say how you can help.
- The block is not only a UI change: even if someone posts from outside the widget, the platform refuses the message on a resolved conversation and answers with the error "Conversation is resolved and does not accept new messages".
- The transcript button honors a 15-second interval between one request and the next.
- Before turning the option off, tell your team: a conversation resolved too early forces the visitor to start over from the pre-chat form.
Troubleshooting
- The widget doesn't appear: confirm the script was pasted correctly and the configured domain matches the site's.
- Messages don't arrive: check that the inbox is active and has agents assigned.
- Appears on the wrong page: adjust which pages load the script.
- The visitor can't reply after the case is closed: Allow messages after conversation resolved is off on that inbox. Turn it on if you want to keep the same conversation.
- I can't find the option in the inbox settings: it exists only on Website channel inboxes.
- I changed the option and the widget didn't follow: the value travels to the widget when the page loads. Reload the site page so the widget reads the new setting.