Summary: ◀▼
You can configure the Web Widget for messaging by customizing its basics, style, responses, wait time, authentication, and installation settings. This includes setting channel names, enabling multi-channel conversations, adjusting appearance, managing default responses and AI agents, displaying wait times, controlling conversation history, and embedding the widget on your website. These settings help tailor customer interactions and support workflows effectively.
If you've created a Web Widget for messaging, you can configure and customize the Web Widget. You must be an admin to perform these tasks.
Accessing and editing the Web Widget settings
Web Widget includes multiple components that you can configure.
To access and edit the Web Widget settings
- In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging. - Click the name of the Web Widget you want to update.
- Expand the section with the components you want to customize:
- Basics: Web Widget name, channel linking, and privacy notice
- Style: Web Widget appearance
- Responses: Default messaging responses for customers
- Wait time: Let customers know when they can expect a reply from agents
- Authentication: Customer authentication settings
- Installation: Code snippet and help center embed
About the Web Widget settings
Web Widget settings are divided into the following sections: Basics, Style, Responses, Preferences, and Installation.
About the Basics settings
The Basics section includes the following:
- Channel name is the name that appears in your channels list. The name field is automatically populated with the brand name, but you can update it to make it easier to find in your channels list.
- Allow customers to switch channels lets you connect the Web Widget to your WhatsApp, Facebook Messenger, and Instagram DM channels, allowing your end users to start conversations via the Web Widget and continue them in the social channel of their choice. See Enabling customers to continue conversations through social channels.
- Allow customers to call provides API information if you want to allow customers to call an agent in the Web Widget.
- Allow customers to start multi-conversations lets customers multiple, separate conversations through the Web Widget or mobile SDK messaging channels. See Allowing multiple conversations for your end users.
- Privacy notice includes a recording notice in the widget, and a link to your own notice, if available. See Adding a privacy notice.
About the Style settings
The Style section is where you customize the name and appearance-related components of the Web Widget.
- Frame settings control the name and appearance of the Web Widget itself.
- Launcher settings control the look and feel of the launcher for the Web Widget.
About the Responses settings
- Business hours allows you to apply Support schedules to your default responses.
- Responses allows you to set a first greeting and a follow-up greeting, as well as determine the information you want to collect from customers.
For more information about these sections, see Configuring messaging responses for web and mobile channels.
At the bottom of the Responses section, you have the option to add an AI agent to your messaging configuration (see Creating an AI agent for your web and mobile channels). If you've already created an AI agent, you'll see different options, along with the option to deactivate the AI agent and return to the default messaging response configured here.
About the Wait time settings
The Wait time section is where you can choose whether and how to display an estimated wait time in the Web Widget.
The section includes the following settings:
- Show estimated wait allows you to display a banner with the estimated wait time.
- Show queue position allows you to give waiting customers regular updates on their queue position.
See Displaying the estimated wait time banner in messaging conversations for more information.
About the Authentication settings
The Authentication section is where you can set your conversation settings for unauthenticated customers, and can access settings for authenticated customers.
This section includes the following settings:
- Remember history displays the full text of a conversation when an end user returns to the Web Widget, unless they have cleared their cache or cookies since the previous visit.
- Forget history ensures the conversation starts fresh every time a customer initiates a conversation. Previous conversations are not displayed in the Web Widget.
For more information, see Understanding user authentication for messaging.
About the Installation settings
The Installation section is where you get the code snippet to add the Web Widget to your website and automatically add Web Widget to your help center.
For more information, see Installing the Web Widget for messaging.
In this section you can also:
- Turn on user authentication for your help center. For more information, see Turning help center authentication for messaging on and off.
- Specify an allowlist of website domains that can display your Web Widget. For more information, see Using an allowlist to manage where the Web Widget appears.
- Revert to the classic Web Widget.
