Setting up website live chat

The website live chat widget lets visitors start a conversation with your team directly from any web page. Setting it up takes about five minutes.

Create a Website inbox

1. Go to Settings → Inboxes → Add Inbox

2. Select Website as the channel type

3. Fill in the basic details:

   • Website name — an internal label, visible only to your team
   • Website URL — the domain where the widget will appear (used for reference, not enforced)
   • Widget colour — pick a colour that matches your site's brand
   • Welcome heading and Welcome tagline — shown to visitors before they start a chat

4. Click Create Inbox, then assign agents or teams on the next screen

5. Click More Settings to configure additional options, or proceed to get your embed code

Install the widget on your site

After creating the inbox, Konversio generates a small JavaScript snippet. It looks like this:

<script>
  (function(d,t) {
    var BASE_URL="https://your-konversio-instance.com";
    var g=d.createElement(t),s=d.getElementsByTagName(t)[0];
    g.src=BASE_URL+"/packs/js/sdk.js";
    g.defer = true;
    g.async = true;
    s.parentNode.insertBefore(g,s);
    g.onload=function(){
      window.chatwootSDK.run({
        websiteToken: 'YOUR_INBOX_TOKEN',
        baseUrl: BASE_URL
      })
    }
  })(document,"script");
</script>

Paste this snippet just before the closing </body> tag on every page where you want the widget to appear.

Installing via a tag manager

If you use Google Tag Manager, Adobe Launch, or a similar tool, paste the snippet as a Custom HTML tag and fire it on All Pages (or a specific trigger). No special configuration is needed — the script is self-contained.

Pre-chat form

You can require visitors to provide details before starting a conversation. Go to the inbox's Configuration tab and enable the Pre Chat Form. You can request:

• Name
• Email address
• Phone number

Each field can be set as optional or required. Collecting an email address before chat starts means you can follow up even if the visitor leaves before your team responds.

Customising the widget

Under Settings → Inboxes → (your inbox) → Configuration:

• Widget colour — change at any time; updates immediately without changing the embed code
• Welcome heading / tagline — the text shown in the widget launcher panel
• Conversation continuity — returning visitors with the same browser see their previous conversations
• Business hours — optionally show availability and expected response times

Testing the widget

After installing the snippet, open the page in a browser and click the chat icon. Send a test message. It should appear immediately in your Konversio inbox under Conversations.

If the widget does not appear, check that the script tag is loading (browser console, Network tab) and that your Konversio instance URL in the snippet is correct and reachable from the visitor's browser.