The Home section defines what customers see on the widget’s landing page before they start a conversation. You can use it to highlight key actions and content, such as Chat with us, selected Articles, External Links, and Announcements.

Prerequisites

• To edit a Live Chat widget, the agent’s role must include the Manage Settings permission.
• To configure any block in the Home section (Chat with us, Article, External Link, or Announcement), you must first enable the Home page for the widget.
• If you want to display the Article block in the Home section, make sure Help is enabled for the widget. To learn how to enable Help, explore How to Configure the Section Tab in BoldDesk Live Chat Widget.

How to Enable or Disable the Home Page

The Home section controls what customers see on the widget’s landing page. This section is fixed in the sidebar and cannot be moved or reordered.

1. Go to Admin → Chat → Live Chat.

2. Open the widget you want to configure, then click Edit.

3. Select the Section tab.

4. In the left sidebar, select Home.

5. Use the toggle in the Home header to enable or disable the Home page.

6. Click Update to save your changes.

   

Available Blocks in the Home Section

When the Home page is enabled, you can select Set as default view to make the widget open to Home by default.

The following blocks are available in the Home section:

• Chat with us
• Article
• External Link
• Announcement

Chat With Us block

The Chat with us block lets customers start a conversation from the Home page.

This block cannot be reordered. Only Article, External Link, and Announcement can be reordered using the reorder (drag) icon.

Configuring Article block

Use Article to surface selected Knowledge Base articles on the widget Home page.

How to add articles to the Home page to a Live Chat Widget

1. In Section → Home, expand Article.

2. In Search and add article, type a keyword from the article title.

   

3. Select an article from the results to add it to the list.

   
   
   

4. Repeat until you reach the limit.

5. Click Update to save.

How to remove an article from the Home page

1. In the Article list, click the remove (X) icon next to the article.

   

2. Click Update to save.

Configuring External Link

Use External Link to add clickable link items to the widget Home page.

How to add a container into the External Link section of a Live Chat

1. In Section → Home, expand External Link.

2. Click + Add another container.

   

3. Add links to the new container (see next section).

4. Click Update to save.

How to add a link to a container

1. In External Link, expand the container you want to edit.

2. In the expanded container, click + Add Link.

   • If the container has no links yet, you will see the message “No Link added yet!” with the + Add Link option.

     

3. In the Add Link – dialog, enter the link details:

   • Display Name: Enter the label customers will see.
   • Link: Enter the full URL (example: https://...).
   • Image URL (optional): Enter an image URL if you want an icon/image shown for the link.
   

4. Click the check (✓) icon at the end of the row to confirm the link item.

   • After you click ✓, the row becomes locked (fields are no longer editable) and the Add button becomes enabled.

5. (Optional) To add more links in the same container, click + Add Another Link, then repeat steps 3–4 for each link.

6. Click Add to save the link(s) to the container.

   

How to Edit or remove a link item in the Add Link dialog

• To edit a confirmed link item, click the pencil icon next to the link row, update the values, then click ✓ again to confirm.
• To delete a confirmed link item, click the trash icon next to the link row.
• To discard an unconfirmed link row (before saving), click the X icon.

How to edit or delete a container

• Click the pencil icon to edit the container.

• Click the trash icon to delete the container.

  

How to remove a link from a container

• Use the remove control next to the link item within the container.
• Click Update to save.

Configuring Announcement

Use Announcement to highlight time-sensitive messages on the widget Home page.

Add an announcement in a Live Chat Widget

1. In Section → Home, expand Announcement.

2. Click + Add Announcement.

   • If no announcements exist yet, the Announcement panel shows “No Announcement added yet!” with the + Add Announcement.
   

3. In the Add Announcement dialog, fill in the required fields:

   • Header Text: Enter the header shown at the top of the announcement card.
   • Image: Paste an image URL (the image preview appears on the right).
   • Title: Enter the announcement title.
   • Description: Enter the announcement description text.

4. (Optional) Configure a destination link:
   In URL, paste the page you want customers to open when they select the announcement.

5. (Optional) Add a button:
   Click Add Button, then provide the button details (for example, button label and button link).

6. Confirm the preview panel on the right reflects your content. The preview updates as you enter Header Text, Image, Title, and Description.

7. Click Add to save the announcement in the dialog. The Add button becomes available after the required fields (Header Text, Image, Title, Description) are completed.

8. Click Update to apply the saved announcement to the widget. Use Cancel or the X (top-right) to close the dialog without saving.

   

Edit or delete an announcement

• Click the pencil icon to edit the announcement.
• Click the trash icon to delete it.

Use Cases

Use the Home section when you want customers to see guided actions before starting a conversation.

1. Surface top help content to reduce chat volume
   Use the Article block to pin frequently used Knowledge Base articles on the Home page (up to 5). This helps customers resolve common questions without starting a chat.

2. Provide fast navigation to external resources
   Use External Link containers to link customers to important resources (for example: documentation, pricing, status page, refund policy). You can add up to 5 containers, and each container supports up to 5 links.

3. Broadcast time-sensitive updates inside the widget
   Use Announcements (up to 5) for scheduled maintenance notices, known issues, holiday hours, and urgent changes—so customers see updates immediately when they open the widget.

4. Make Home the first screen customers see
   Enable Home and select Set as default view to make the widget open to Home by default—ideal when you want self-service and guidance first.

Troubleshooting

1. I can’t reorder the Home section in the sidebar
   Home is fixed in the Section sidebar and cannot be reordered.

2. I can’t reorder the “Chat with us” block
   Chat with us cannot be reordered (drag is disabled). Only Article, External Link, and Announcement can be reordered using the reorder (drag) icon.

3. Announcement “Add” button is disabled in the dialog
   Cause: Required fields are missing.
   Fix: Fill in the required fields (Header Text, Image, Title, Description) until the preview updates and Add becomes available, then click Add and finally click Update.

Frequently Asked Questions

1. What is the Home section used for in the Live Chat widget?
   The Home section is the widget’s landing page and is used to surface quick actions—Chat with us, Articles, External Links, and Announcements—before customers start a conversation.

2. Can I reorder the Home section in the Section sidebar of a Live Chat widget?
   No. Home is fixed in the Section sidebar and cannot be reordered.

3. How do I make the Live Chat widget open to Home by default?
   Enable Home, then select Set as default view on the Home screen so the widget opens to Home by default.

4. Why can’t I reorder the “Chat with us” block on the Home page of a Live Chat widget?
   Chat with us cannot be reordered (drag is disabled). Only Article, External Link, and Announcement blocks can be reordered using the reorder (drag) icon.

5. Why can’t I search for or add Knowledge Base articles in the Article block of a Live Chat widget?
   To use the Article block on the widget Home page, Help (Knowledge Base) must be enabled for the widget. If Help is disabled, you cannot search for or add articles.

Related Articles

1. How to Display and Customize the Knowledge Base in the Live Chat Widget.
2. How to Customize the Live Chat Widget to Reflect Your Brand.
3. How to Configure Preference Tab in the Live Chat Widget.