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Widget Setup

Greeting messages appear above the bubble before the user opens the chat. Make them:
  • Specific: “Questions about our pricing plans?” beats “Need help?”
  • Action-oriented: Tell users what you can help with
  • Brief: 1-2 sentences max per greeting card
  • Varied: Use 2-3 different greetings to avoid repetition
Configure greetings in Branding → Content → Message Greetings.
Auto-open shows the chat frame automatically after a delay:
  • Don’t auto-open on landing pages — let users explore first
  • Auto-open on support/help pages — users are already looking for help
  • 5-10 seconds is a good default delay
  • Disable for mobile — screen space is limited, let users choose to open
If your site has authentication, use SSO to identify users:
  • Agent can greet them by name
  • Conversation history persists across sessions
  • Support team sees who they’re talking to
  • See SSO setup guide for implementation
The widget inherits your agent’s branding:
  • Accent color: Set in Branding → Design. Use your primary brand color.
  • Avatar: Upload a recognizable icon or team photo
  • Bubble icon: Choose from 16 icons or use your avatar
  • Position: Bottom-right works for most sites. Use bottom-left if you have a conflicting element.

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Messaging

❌ “Need help?” ✅ “Having trouble with payment? I can help!”❌ “Click here for support” ✅ “Stuck on this step? I can walk you through it.”
If your brand is:
  • Professional: “Need assistance with checkout?”
  • Friendly: “Hey! Can I help with that?”
  • Technical: “Encountering an issue? Let’s debug together.”
✅ “Questions about pricing? I’m here.” ❌ “Don’t leave! We need you!”✅ “Happy to walk you through setup.” ❌ “Sign up now or miss out!”

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Training Your Agent

Your agent should know:
  • Product features and pricing
  • Common issues and solutions
  • Policies (shipping, returns, refunds)
  • Technical documentation
Instructions should:
  • Define the agent’s role and tone
  • State what it should and shouldn’t answer
  • Explain when to hand off to a human
Before deploying, test:
  • Common user questions
  • Edge cases
  • Error scenarios
  • Various context combinations

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Analytics & Optimization

Test variations of:
  • Greeting messages
  • Conversation starters
  • Auto-open vs manual open
  • Open style (normal vs dock)
  • Low opens: Greetings aren’t compelling, or the bubble is easy to miss
  • High opens, low resolution: Agent needs better training
  • Long conversations: Add the missing answers to your knowledge base

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Common Mistakes

Don’t do these:
  1. Auto-opening on landing pages - Let users explore first
  2. Generic greetings - “Need help?” is forgettable
  3. Blocking the page - Never prevent users from continuing
  4. Untrained agent - Answer quality depends on your knowledge base
  5. Ignoring mobile - Test on all devices
  6. No analytics - You can’t improve what you don’t measure

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Checklist

Before launching, verify: Widget:
  • Accent color matches your brand
  • Greeting messages are specific and helpful
  • Auto-open timing is appropriate (or disabled)
  • SSO configured for authenticated users
  • Works on mobile devices
  • Position doesn’t conflict with other page elements
Agent:
  • Trained on relevant product and support content
  • Instructions define tone and escalation rules
  • Tested against common questions and edge cases
  • Legal/privacy requirements are met

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Next Steps

Quickstart

Set up your first widget

Use Case Guides

Real-world implementations