Widget Features for Customers

Widget Customer Experience

The chat widget provides a rich self-service and live chat experience for your website visitors.

Knowledge Base Search

Customers can search your knowledge base directly from the widget. Results are powered by the same semantic search that powers the help center.

Starting a Conversation

Customers can start a new conversation by:

1. Clicking the widget icon
2. Typing their message
3. Optionally providing their email (if required in widget settings)

AI Bot Interaction

When the bot is enabled, customers first interact with the AI chatbot:

• The bot searches the knowledge base for relevant articles
• It provides answers with source links
• If the bot can't help, customers can request a human agent

Conversation History

Returning customers see their recent conversations in the widget, including:

• The last open conversation (auto-resumed)
• A list of recent conversations

Requesting a Human Agent

Customers can request to speak with a human at any time by:

• Typing a request (e.g., "I want to talk to a person")
• Clicking a "Talk to a Human" option when available

Rating Conversations

After a conversation is resolved, customers can rate their experience on a 1-5 star scale. These ratings feed into your customer satisfaction metrics.

Typing Indicators

Real-time typing indicators show customers when an agent is composing a reply, creating a responsive chat experience.