After you create a widget inbox, click More settings for deeper configuration. You can also do this later from the Inboxes page by opening the matching Website record for that widget.
Under the Settings tab, you can change the widget name, domain, visual style, position, and greeting. You can also link a help center so its articles appear on the widget cover for customers to browse on their own.
One important note: after you adjust and save style-related settings, the widget already embedded on your site will not update automatically. Those changes produce new embed code, so open the Script tab on the right, copy the new integration code, and replace the old code on your marketing website.
Next, use the Collaborators tab to set which live agents reply to messages. You can add multiple agents. If the person you need isn’t listed, invite them first under Settings, then Agents, in the Workspace sidebar.
Under Business Hours, set agent shift schedules. Under CSAT, choose whether customers should rate your service after each conversation ends—useful if you want real feedback on how they feel.
Under Pre Chat Form, set up a form that automatically collects customer details. You can collect one or more fields. If the defaults aren’t enough, edit the Label and Placeholder text to guide what customers should enter. Once this is set, the form appears in the widget after the customer sends their first message.
In Configuration, choose which website domains are allowed to use the widget. In Bot Configuration, link the widget to a bot you’ve set up under Settings, then Bots, in Workspace, so the bot can help you talk with customers.
If you don’t have a bot configured yet, you can use Captain instead—a more capable assistant that helps you communicate with customers, and in some simple, specific situations can even resolve requests without a live agent. You can set this up under Settings, then Captain, in Workspace.