Everything about chat on your own website lives in one place. Open Settings, then Chat. You need the Manage Chat Settings permission, and your organization needs the Chat app.
The Three Tabs
Tab | What it holds |
|---|---|
Overview | Your website chats at a glance, the communication policy in force, contact requests waiting for a decision, and Policy Health — what each policy rule held this week and which rules never fired. |
Website Chat | One card for each chat box on your websites. Open a card to change it, or add a new one. |
Communication Policy | Links to the policy's home under Settings › Security › Who Can Reach Us. |
A Website Chat's Rooms
Each website chat has its own page with these rooms:
- Design — colors, words, size and behavior, with a live preview that stays beside the form while you scroll.
- Web Addresses — the websites this chat answers on. The chat refuses every other site.
- Answered By — whether your SI answers, which SI team member, and the web chat persona it speaks as. You only see this room if your organization has the SI app.
- Live Support — whether people answer, which support topic the chats land in, and Opening Hours: the hours your team answers, what the chat says outside them, and whether it takes a message (it becomes a support ticket).
- Install — the Install Checker and the code to paste on your site.
The Install Checker
The Install room tells you where and when the chat last opened on a website, such as "Seen on acme.com 2 minutes ago". Check Now visits the home page of each of the chat's web addresses and looks for the code. If it says Snippet Not Found, paste the code just before the closing </body> tag on your pages. If the chat key was lost, Issue A New Key makes a new one. The old key stops working at once.
Undoing a Change
Every room has Recent Changes. It lists who changed what and when, and one click puts a change back. Deleting a chat and issuing a new key cannot be undone.
Communication Policy
The communication policy decides who may contact whom on every channel, not only chat. That is why it lives under Security › Who Can Reach Us. The Chat tab links to its rules, its map, Try It, activity, templates and requests.