Website chat widget

The website chat widget gives visitors on your website or funnel a direct way to start a conversation with your business. Messages arrive in the HLB conversations inbox in real time, next to your SMS and email.

To create one, go to Sites, Chat Widget, click new and select live chat. Customize it and save. Then either click get code and paste the embed code into your website or funnel tracking code, or select the widget in the website or funnel settings. For WordPress, the site plugin enables the widget.

Options you can customize:

• Theme, colors, avatar and header to match your site
• Intro message, contact form fields and which fields are required
• Auto-responses, assignment, business hours and a chat closed message
• An inactivity fallback that asks visitors for contact details when no one answers, and a chat timeout
• Placement as a floating bubble or embedded inline inside your page content, such as next to a booking section

An embedded widget sits in the page layout and adjusts for mobile screens. You can use embedded on some pages and floating on others, but one widget per page is recommended.

In conversations, web chats show a chat icon, and you can filter by the live chat channel. Chats can be assigned manually or by workflows, and you can end a chat or let it close after inactivity. Live chat notifications follow your conversation notification settings under My Profile, delivered in-app, by email or by SMS.

You can also turn on spam protection, which watches for bot behavior and blocks suspicious submissions before a contact is created.