Channels4 min readUpdated July 10, 2026
Chat widget channel
Use website chat as the primary AI support, help, handoff, and CSAT channel.
The Live Chat Widget is the primary channel for customer communication. It supports automated bot messaging, human takeover, offline forms, voice recording, and CSAT surveys.
Daily agent workflow
- Monitor the Inbox for incoming widget conversations.
- Click "Take over" on the conversation card to pause the bot and start manual chat.
- Send responses in the composer. Messages sync instantly with the visitor's window.
- Click "Release to AI" if the conversation can resume automated handling.
- Resolve the thread when the customer's issue is fixed.