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Chat Widgets vs Chat Lead Widget — What's the Difference

CRMown has two chat surfaces that work together: Web Studio → Chat Widgets builds the widget that lives on your site; Chat Lead Widget adds AI lead-qualification on top of it. Both are part of the Web Studio suite.

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Steps

  1. Chat Widgets (Web Studio → Chat Widgets tab): this is where the widget itself is built. Set its appearance/brand color, attach a Knowledge Base so the AI answers from your content, link the pages/URLs it should know about, grab the embed/install snippet, and review live + past chat Sessions. This is the surface that actually renders on your website — the Drift/Intercom replacement.
  2. Chat Lead Widget (Tools → Chat Lead Widget, route /dashboard/leadgen/chat-widget): this is a qualification layer that sits ON TOP of a widget you already built in Web Studio. Pick an AI Agent template (Customer Service, Lead Generation, Blog/Content, Real Estate, Healthcare, or Start from Scratch), set the scoring questions and threshold under Qualification, and review qualified chats under Conversations.
  3. The relationship: build the widget once in Web Studio → Chat Widgets, then enable qualification on it from Chat Lead Widget. If no widget exists yet, Chat Lead Widget tells you "Create a chat widget in Web Studio first." Under the hood both read the same ChatWidget record — Chat Lead Widget just toggles its qualification fields.
  4. When a visitor chats and clears the score threshold, the Chat Lead Widget auto-creates a contact, drops them onto the pipeline, and the conversation flows into Core → Conversations like every other channel.

Good to know

  • Rule of thumb: "Chat Widgets" = how the widget looks and what it knows. "Chat Lead Widget" = whether it qualifies and scores leads. Same widget, two control panels.
  • You only embed ONE snippet — the one from Web Studio → Chat Widgets. Turning on qualification does not change the install code.
  • Both require the Web Studio suite. If a teammate can see one but not the other, check their suite access, not the page.
Example: A B2B SaaS team builds a support widget in Web Studio → Chat Widgets with their docs as the knowledge base. Then in Chat Lead Widget they apply the "Lead Generation" agent template with three BANT questions and a 60-point threshold. Visitors get instant doc answers; the ~12% who clear the threshold become contacts on the pipeline automatically — no extra tool, no Zapier.

Troubleshooting

I see "Chat Widgets" in Web Studio but no "Chat Lead Widget" in the sidebar
Chat Lead Widget is a top-level Tools item gated to the Web Studio suite; it used to live under Lead Generation (Marketing-gated).
Fix: Confirm the org has the Web Studio suite active (Settings → Billing). It now appears under Tools → Chat Lead Widget, not under Lead Generation.
Chat Lead Widget shows "No chat widgets yet"
Qualification needs an existing widget to attach to.
Fix: Go to Web Studio → Chat Widgets, create a widget, then return to Chat Lead Widget to enable qualification on it.

Plans

Both Chat Widgets (Web Studio → Chat Widgets) and Chat Lead Widget require the Web Studio suite. Per-month conversation volume is still metered by plan; the Web Studio suite is what unlocks the dashboards for both.

Related

  • Chat Widgets — build + embed the widget (Web Studio)
  • Conversations — where qualified chats land
  • Lead Generation — prospecting, ICP, AI SDR

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