Widget settings
Each brand’s widget is configured under Settings → Channels → Web Widget → your brand. The settings are organized into tabs.
Origins
The origins are the domains the widget is allowed to load on. Only listed origins can run your widget, which keeps it on your own sites.
Pre-chat form
Decide what you learn before a chat begins:
- Show the pre-chat form — ask the visitor for their email first, so you know who you’re talking to. When it’s off, visitors chat anonymously and no form appears.
- Also require name — when on, visitors enter their name alongside their email.
Visitor file uploads
Turn on file uploads to let visitors attach screenshots, logs, or receipts to their chat messages. When off, visitors can only send text; attachments already on older messages stay visible.
Offline email fallback
When a visitor closes the chat tab mid-conversation, this emails your agent’s replies after a threshold so the visitor is nudged back:
- Threshold — how long to wait before emailing (1–1440 minutes; default 5).
- Email mode — Notification (a terse nudge) or Full content (the reply itself).
Proactive messages
Set up proactive greetings that open automatically to invite visitors to chat — for example after a few seconds on a pricing page.
Branding
Match the widget to your brand: primary and accent color, launcher icon, header logo, and font family. Every field is optional — leave one blank to use the built-in default.
CSAT
Ask visitors to rate a resolved chat thumbs-up or thumbs-down:
- In-widget prompt — the primary ask, with customizable prompt text (“How was your chat with us?”).
- Email fallback — if the visitor ignores the widget prompt, email the survey after a delay (default 24 hours).
These apply to chat tickets only — for email-ticket CSAT, use Settings → Channels → Email Ticketing → your brand → CSAT.