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Setting Up Website Chat

Embed a chat widget on your website so visitors can message you directly. Messages flow into your Conversations inbox. For sites built in Web Studio, the widget snippet is auto-injected before </body> on every page; you only need the embed snippet for external sites.

Steps

  1. Go to Web Studio > Chat Widgets to create or edit a widget.
  2. For an external site: copy the embed snippet, paste it into your site's HTML before the closing </body> tag.
  3. For a Web Studio site: open the site editor > Settings > Chat Widget and pick which widget to embed. The publisher injects the matching snippet automatically — no manual paste.
  4. Customize appearance, welcome message, and behavior in the widget / agent config.

Good to know

  • The AI agent can handle initial conversations automatically.
  • The AI is page-aware: it sees the page the visitor is currently on (URL, title, and visible text), so it can answer "what is this article about?", "who wrote this?", or "summarize this page" directly — no extra setup.
  • Chat conversations create or match contacts automatically.
  • Site Settings > Chat Widget resolves with three fallbacks at publish time: 1) the explicit pick on this site, 2) any active widget linked to this site, 3) any org-wide active widget (siteId IS NULL) used as a "house" default. To opt a single site out of the fallback chain entirely, pick "— None —" — that explicitly disables injection on that site even if there's an org-wide active widget. Bare unset (key never touched) keeps the fallback chain.
Example: A dental practice embeds the chat widget on their site. Most visitors who message at 9 PM are after-hours emergencies — the AI agent triages by asking 3 questions ("pain level 1-10? swelling? bleeding?"), books an emergency slot for the morning if 7+, otherwise creates a callback contact tagged "after-hours-chat" for the front desk to follow up at 8 AM.

Troubleshooting

I deleted the chat widget container in the visual editor and republished, but the chat is still on the live site
Visual delete strips the <div> from page HTML, but the publisher re-injects the chat snippet from Site Settings > Chat Widget on every publish. Removing the page-level container does not change the site-level setting.
Fix: Open the site editor > Settings > Chat Widget and set it to "— None —", then republish. That explicitly opts the site out of all three injection fallbacks.
Chat widget appears even though I selected "— None —" on a site I built before 2026-04-28
The 2026-04-28 publisher fix is what makes "— None —" actually skip the org-wide fallback. Older builds ignored the explicit-null choice.
Fix: Pick "— None —" again (saves the explicit null) then republish. The new publisher honors it.

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