Guide › Channels

💻 WebChat

What you get: a chat on your website whose conversations land in the Inbox together with all the others. You need: to be able to paste a snippet into the site's code. Time: 5 minutes.

It is the quickest channel of all to switch on: it depends on no external accounts, approvals or third-party reviews. No Meta, no token, no waiting.

Clicking the card opens Create WebChat Connection.

Identification

Account Name (required) — the internal name of the connection. It is only there for you to recognise it, and it makes sense to put the site it belongs to if you run more than one.

Company Name — the name the visitor sees at the top of the widget. The default is "Support": change it to your company's name, otherwise the chat introduces itself anonymously.

Widget language

Widget language — the choice is between Italiano (it), English (en) and Español (es).

It covers the widget's labels and system messages — the send button, the connection states — not your welcome message, which you write in whichever language you prefer.

Appearance

Widget Color — colour picker with a hexadecimal field. The default is #6366f1, an indigo that is almost certainly not yours. Put your brand colour in.

Widget Position — Bottom Right (default), Bottom Left, Bottom Center. Bottom right is where visitors expect it; choose another only if you already have something there, such as a cookie banner or a "back to top" button.

Widget Theme — Auto (follow visitor's system) by default, or a fixed Light or Dark. Auto follows the visitor's system preferences: it is the right choice unless your site imposes a theme of its own.

Show Avatar — on by default, shows the avatar in the conversation.

Welcome message

Welcome Message — the default text is "Hi! How can we help?".

It is the first thing the visitor reads and it is worth a minute of your time. A generic welcome gets generic questions. If you write something that steers — what can be asked here, and how quickly you answer — conversations start out useful:

"Hi! We answer within an hour on working days. Ask us about prices, delivery times or help with an order."

What to collect before the chat

Three checkboxes, all off by default:

Collect Name and Collect Email — they ask for a name and an email before opening the conversation. The upside is that you are left with a contact you can follow up even if the visitor disappears. The cost is that every extra field lowers the number of people who open the chat. The compromise that holds up best is to switch on the email alone, and only if you really intend to follow up the people who did not finish the conversation.

Allow File Upload — allows files to be attached. Useful for after-sales support, where a screenshot or a photo of the product settles things in one go. Pointless and risky on a purely commercial site.

Finish with Create WebChat.

After creating it

The connection appears in Connected Channels, at the top of the same page, which is where you retrieve the code to install on the site and go back in to change the settings.

The snippet goes into the site's code before the closing </body> tag, on every page where you want the chat. If the site is built with a content manager, look for the custom code field in the footer: almost all of them have one.

Connecting the widget to the automations

An active widget does not answer on its own. For a flow to handle it, open the flow's Message Trigger and make sure the WebChat box is ticked under Channel Types. This is the step that gets forgotten, and it produces the classic "the widget is online but the bot does not answer".

If something does not work

The widget does not appear on the site → the snippet was not pasted before the closing body tag, or a third-party script blocker is filtering it out.

Conversations do not arrive in the Inbox → check that the All Channels filter at the top of the list is not set to a different channel.

The widget shows but with the wrong colours → reopen the connection from Connected Channels: the colour is stored in the configuration, not in the code pasted on the site.