How to Set Up and Embed a Live Chat Widget on an External Site

Published:

In this article, you’ll learn how to:

Create a widget: Set up a live chat widget in BoldDesk.
Embed the widget: Add the live chat widget to your website or help desk.

Note: The live chat widget is fully brand-based, allowing you to create multiple widgets for a single brand.

How to add a new live chat widget

To add a live chat widget in BoldDesk, follow these steps:

Go to Admin > Chat > Live Chat and click Add Widget button.

This opens a page with three sections where you can configure the widget to suit your needs.

General

You can personalize the live chat widget by adjusting its name, brand, and theme. Additional options include enabling automatic tagging, allowing file uploads, and setting notification sounds for incoming messages.

You can also control whether users can respond to closed conversations, specify trusted domains, and choose to display or hide the Powered by BoldDesk branding.

Widget name: Enter the name of the live chat widget.
Brand: Select the brand for which the widget is being created.
Auto tag conversations: Tags assigned to a live chat widget will automatically be applied to any conversation initiated through that widget.
Theme: Choose between a light or dark theme for the widget.
File upload option: Enable or disable the ability for visitors to send attachments during chats to enhance support capabilities.
Play sound for new incoming messages: Turn the notification sound on or off for new messages from an agent.
Allow users to respond to a closed conversation: If enabled, users reopen a closed conversation or start a new one after an agent ends it. If disabled, users can only start a new conversation. This feature is unavailable when visitors can chat without entering an email address.
Trusted domains: Specify the secure domains where the live chat widget can be embedded. If left empty, the widget can be embedded on any domain.

Widget customization

Customize the live chat widget’s appearance by adjusting its theme, logo, launcher button type, color, position, and other settings. For detailed customization instructions, refer to this article.

Chat experience

Configure the chat experience with the following options:

Start chat: Set up welcome messages and forms. Learn more.
Away experience: Set business hours and configure an offline support form for concerns sent after business hours. Learn more.