Web chat and flows

15 articles

• A flow that starts when the conversation status changes, and CSAT In a mobile app (App SDK) inbox, open the flow's “Settings” › “When it starts”, choose “When the conversation status changes” and set “New status” and “Changed by”. For example, to ask for a rating when a conversation is resolved. While such a flow is active, the inbox's CSAT survey is not sent: the flow asks for the rating. Last updated: 13 October 2026
• Add the live chat code to your website In the channel's settings, click the “Script” button in the preview to the right of the “Settings” tab, copy the code and add it to your website's pages. If the widget does not show, check “Configuration” › “Allowed Domains”. Last updated: 26 September 2026
• Ask for name, email and phone before the chat In the live chat channel's settings, open the “Pre Chat Form” tab, turn the form on, choose the fields to ask for and click “Update Pre Chat Form Settings”. Last updated: 26 September 2026
• Build a flow (menu bot) for web chat In the left menu, go to Campaigns › Flows › “New flow”. At the top, name the flow and choose its inbox. Add steps with “+ Step” in the corner of the canvas and connect them, set the status to “Active” and click “Publish”. Last updated: 13 October 2026
• Change how the live chat looks In the “Widget features” part of the channel's “Settings” tab, you change the welcome text, color, button position and title, reply time, and file and emoji options. Save with “Update”; if you change the button position, copy the code again. Last updated: 26 September 2026
• Customer can't type: buttons and the Turn off typing step In a mobile app (App SDK) flow, “Menu”, “Language” and a “Message” with buttons have a “Customer can't type” switch, on by default. Turn it off and the customer can pick a button or type the answer. The “Turn off typing” step closes the text box, even after the conversation is resolved. The app needs SDK 1.0.4. Last updated: 13 October 2026
• Flow analytics: sent, engaged, completed Open the flow and choose “Analytics” at the top. “Sent”, “Engaged” and “Completed” show as unique and total counts, and each opens the list of customers behind it. “Steps” shows how many conversations reached each step and where they dropped off, and “Over time” is a chart by day, week and month. “Download CSV” gives the numbers as a file. Last updated: 13 October 2026
• Flow not working: publish, pause and check it A flow works only when its status is “Active” and after “Publish” is clicked. A published flow opens in “Viewing” mode; click “Edit” to change it. The “Cannot publish yet” line shows the steps that need fixing. When an agent writes in a conversation, the bot stops in that conversation. Last updated: 13 October 2026
• Flow steps: what each step does The “+ Step” menu has five groups: Message (message, link card), Question (menu, question, form, language, ask for a rating), Logic (condition, business hours, wait, go to step), Action (label, note, priority, save to contact, assign to team, turn off typing) and Hand over (to an agent, to the AI agent, to another flow, close conversation). The text limit depends on the channel. Last updated: 13 October 2026
• Set up live chat on your website Settings › Workspace settings › Inboxes › “Add Inbox” › “Website live chat”. Enter the website name and domain, choose the agents, and finally add the code you get to your website. Last updated: 26 September 2026
• Start another flow, and reusable flows In a mobile app (App SDK) inbox, the “Start another flow” step hands the conversation to another flow of the same inbox. It is one way: the conversation goes on in that flow's published version and does not come back. For a flow with no trigger of its own, started only from other flows, choose the “Reusable” trigger. Last updated: 13 October 2026
• The flow builder: canvas, Paths view and versions The builder takes the whole width. “+ Step” offers the steps in groups with a search, and “Steps list” finds a step by its code, name or text. “Paths” shows steps that do not branch on one card, “Steps” shows each step on its own. A published flow opens in “Viewing” mode and is changed with “Edit”. The “…” menu has “Duplicate”, “Pause”, “Version history” and “Delete”. Last updated: 13 October 2026
• The flows list: folders, search and the last 30 days Campaigns › Flows is a table: flows sit in folders, and a flow started by another flow shows under it. There is a search by name and filters for inbox, trigger and status. Each row has the last 30 days' numbers and a “…” menu: “Open”, “Duplicate”, “Pause” or “Resume”, “Move to folder”, “Delete”. Last updated: 13 October 2026
• Use the widget only on your own website On the live chat channel's “Configuration” tab, enter your domains separated by commas in the “Allowed Domains” field and click “Update”. If the widget is in a mobile app, turn on “Enable widget in mobile apps”. Last updated: 26 September 2026
• Verify the user's identity in live chat To recognize customers who are signed in to your website in the widget, use the “Identity Validation” secret key on the “Configuration” tab. This is a developer's job: give the key to them. Last updated: 26 September 2026