Website widget: voice calls and chat

The website widget adds a button to your website. Visitors click it to chat with your assistant by typing, or to talk to it with their microphone. No phone is needed. Chats appear in Messages and your inbox, and voice calls appear under Calls. The widget is included on the Team and Scale plans.

Set up the widget

Each assistant has its own widget.

1. Open Assistants and select the assistant.
2. Open the Website widget tab.
3. Switch on Show the widget on my website.
4. Under Allowed websites, enter your website's domain, for example example.com. Put each domain on its own line.
5. Adjust the look and options (see below).
6. Click Save changes.

After saving, the Embed code card shows a single line of code. Click Copy and paste it before the closing </body> tag on every page where the button should appear. Your web designer or website builder can do this in a few minutes.

Important: Allowed websites is required. The widget only works on the domains listed there, so nobody can copy your code onto their own site and spend your minutes. Subdomains are included: example.com also covers www.example.com and shop.example.com.

Widget settings

At least one of Chat and Voice calls stays on. The widget is shown in your assistant's language when that language is English, German, Spanish, French, Italian or Dutch, and in English otherwise.

Once the widget is on and saved, the Preview card shows a sample page with your widget exactly as visitors see it. Calls you make from the preview are recorded as test calls.

Chat and Call tabs

When both chat and voice calls are on, the widget opens with two tabs, Chat and Call. The Chat tab opens first.

• Chat: the visitor types a message and the assistant replies in the widget. The conversation continues while the visitor stays in the same browser tab.
• Call: the visitor clicks Start call, allows the microphone, and talks to the assistant. The browser must be a current version of Chrome, Safari, Edge or Firefox.

Voice calls follow your assistant's business hours. When the assistant is set not to answer outside business hours, the call tab shows your after-hours message instead of the call button.

Before a chat or call starts, visitors may be asked to confirm they are not a robot.

How chats reach your team

Each website chat appears in Messages as a Website chat conversation and in your inbox, like a WhatsApp conversation. Until the visitor gives a name, they are shown as "Website visitor".

• The assistant answers every chat message. Your team gets a summary once the conversation goes quiet.
• Anyone on your team can reply from Messages. The visitor sees the reply in the widget, marked as coming from your team.
• The assistant can use the same abilities as on calls: answering from your knowledge base, booking appointments, taking orders or reservations, and taking messages.

On a website chat the assistant does not know who the visitor is. Before it books an appointment, it asks for the visitor's name and an email address (or phone number) and saves them on the contact. The booking confirmation is then emailed to that address.

How voice calls appear

Widget calls appear under Calls with a Website widget label, with a transcript and summary like any phone call. If call recording is on for the assistant, widget calls are recorded too.

Billing

Long AI conversations, summaries and reading files can use a little more. See Chats and AI usage.

Limits that protect you

• One connection can start up to 25 calls an hour and 20 chats a day. The call limits do not apply to members of your workspace who are signed in.
• Each assistant has an overall hourly limit on widget calls, based on your plan's number of calls at the same time. If it is reached, visitors are asked to try again shortly and the workspace owner receives an email.

Troubleshooting

The button does not appear on my site. Check that Show the widget on my website is on and saved, and that the embed code is on the page. Switching the widget off hides it immediately, even with the code in place.

Visitors see "This website is not allowed to use the widget." Add the domain the visitor is on to Allowed websites and save.

"Add the website the widget runs on." You switched the widget on without an allowed website. Add at least one domain.

Visitors cannot start a call. The visitor must allow microphone access. A call also cannot start if your plan minutes and credit are used up.

The Website widget tab shows a plan lock. The widget is included on the Team and Scale plans. See Changing plans.