The Section tab in the Live Chat widget editor lets you control the widget layout and customer experience. You can enable or disable sections, set the default view, and define what content appears in Home, Conversation, and Help.

Prerequisites

• To edit a Live Chat widget, the agent’s role must include the Manage Settings permission.
• If you plan to use Help (Knowledge Base):
  • Ensure the Knowledge Base is enabled for both the portal and the Live Chat widget.
  • Knowledge Base visibility rules determine which categories and articles appear in the widget.

How to configure the Section tab

1. Go to Admin → Chat → Live Chat.

2. Open the widget you want to update (select Edit).

3. Select the Section tab. On this tab, you’ll see:

   • A left sidebar with: Home, Conversation, and Help
   • A main configuration panel that changes based on the section you select
   • A right-side Preview panel with Live Preview, so you can validate the customer experience as you configure the widget
   

1. Configure the Home section

The Home section controls what customers see on the widget’s landing page before they start a conversation. It helps you surface quick actions such as Chat with us, selected Articles, External Links, and Announcements.

For detailed steps on configuring the Home page blocks (Articles, External Links, Announcements) and related dialogs, explore How to Configure the Home Section in the Live Chat Widget.

2. Configure Conversation

Conversation is the primary chat experience (conversation list and the conversation thread).

• Conversation is enabled by default and cannot be disabled.
• Conversation can be reordered using drag-and-drop. Reordering is performed using the reorder (drag) icon.

To configure conversation settings, explore How to Configure Preference Tab in the Live Chat Widget.

3. Configure Help (Knowledge Base)

The Help (KB) section lets you display Knowledge Base categories and articles inside the Live Chat widget.

• Help can be reordered using drag-and-drop.
• If Help is enabled, you can select Set as default view to make the widget open to Help by default.

For full details about how the Help section works in the widget, including category visibility, article flow, and feedback behavior, explore How to Display and Customize the Knowledge Base in the Live Chat Widget.

Use Cases

1. Show a guided landing page before customers start chatting
   Enable Home and use it to surface quick actions (for example: Chat with us, Articles, External Links, Announcements) before the customer opens a conversation.

2. Make the widget open directly to the chat experience
   Set Conversation as the default view so customers immediately land in the conversation list/thread when the widget opens.

3. Promote self-service inside the widget
   Enable Help (Knowledge Base) and set Help as the default view so customers browse Categories → Articles before contacting an agent.

4. Limit what customers see in Help (Knowledge Base)
   In Section → Help, choose All Categories or select specific categories to control what appears inside the widget.

5. Reorder the bottom navigation to match your workflow
   Drag and drop Conversation and Help to prioritize the section you want customers to use first (note: Home stays fixed and cannot be reordered).

Troubleshooting

1. I can’t reorder Home in the Section sidebar
   Expected behavior: Home is fixed in the Section sidebar and cannot be reordered.
   Fix: Reorder only Conversation and Help using drag-and-drop.

2. I can’t disable Conversation
   Expected behavior: Conversation is enabled by default and cannot be disabled.
   Fix: Leave Conversation enabled and set Home or Help as the default view if you want the widget to open somewhere else.

3. I can’t search for or add articles to Home
   Possible cause: Help (Knowledge Base) is not enabled for the widget, which can block article selection in the Home Article block.
   Fix:

   1. Enable Help (Knowledge Base) for the widget.
   2. Return to Home → Article and try searching again.
   3. Click Update and confirm in Live Preview.

Frequently Asked Questions

1. Can I disable the Conversation section in the Live Chat widget?
   No. Conversation is enabled by default and cannot be disabled.

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

3. What is the maximum number of articles I can add to the Home page?
   You can add up to 5 articles to the Home page.

4. How many External Link containers and links are supported on Home?
   Up to 5 containers, and each container supports up to 5 links.

5. How many announcements can I add to a Live Chat widget?
   Up to 5 announcements per Live Chat widget.

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.