A chat widget is the visitor-facing chat window that appears on your website. It connects your website visitors to your team through whichever platform you use - Microsoft Teams, Slack, Google Chat, Zoom, or Webex.
Cómo funciona
- You add a small JavaScript snippet to your website
- A chat button appears on your pages (a tab on the side or a floating circle)
- Visitors click the button, fill out an optional pre-chat form, and type their message
- The message is delivered to your team in Slack, Teams, or whichever platform you connected
- Your team responds directly from their platform, and the reply appears in the visitor's chat window
What a Widget Contains
Each widget has its own independent configuration:
- Platform connection - Which team messaging platform receives the chats
- Appearance - Colors, button style, position, logo, and header text
- Pre-chat form - Which fields to collect from visitors before the chat starts
- AI chatbot - Optional AI engine and training data for automated responses
- Schedule - Online hours and offline behavior
- Targeting - Which pages the widget appears on
- Text and language - All labels, messages, and button text
Online vs Offline
When agents are online, visitors see a live chat option. When agents are offline (or outside scheduled hours), visitors see an offline message form instead. You can configure the offline message to be emailed to your team automatically.
You can also choose to hide the widget entirely when agents are offline.
Integración del chatbot con IA
Each widget can have an AI chatbot attached. The chatbot responds to visitors instantly using your training data and can escalate to a human agent when needed. The chatbot and live agent work through the same widget - visitors experience a smooth conversation.
See Connecting AI Engines to set up an AI chatbot.
Multiple Widgets
Your account can have multiple widgets, each with its own settings. This is useful when you need different configurations for different websites or departments. See When to Use Multiple Chat Widgets.