Viewing and configuring Web Widget settings


If you'vecreated a Web Widget for messaging, you can configure and customize the Web Widget. You must be an admin to perform these tasks.


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Summary: ◀▼
You can configure the Web Widget for messaging by customizing its basics, style, responses, wait time, authentication, and installation settings. This includes setting channel names, enabling multi-channel conversations, adjusting appearance, managing default responses and AI agents, displaying wait times, controlling conversation history, and embedding the widget on your website. These settings help tailor customer interactions and support workflows effectively.






This article applies to the Web Widget for messaging. If you're using
Web Widget (Classic), see Configuring components in Web Widget (Classic).

If you've created a Web Widget for messaging, you can configure
and customize the Web Widget. You must be an admin to perform these tasks.
This article contains the following topics:
Accessing and editing the Web Widget settings
About the Web Widget settings




Accessing and editing the Web Widget settings

Web Widget includes multiple components that you can configure.
To access and edit the Web Widget settings


In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
Click the name of the Web Widget you want to update.
Expand the section with the components you want to customize:


Basics: Web Widget
name, channel linking, and privacy notice

Style: Web Widget
appearance

Responses: Default
messaging responses for customers

Wait time: Let
customers know when they can expect a reply from agents

Authentication:
Customer authentication settings

Installation: Code
snippet and help center embed








About the Web Widget settings

Web Widget settings are divided into the following sections: Basics, Style, Responses,
Preferences, and Installation.


About the Basics settings


The Basics section includes the following:



Channel name is the name that appears in your channels list. The name field
is automatically populated with the brand name, but you can update it to make it
easier to find in your channels list.

Allow customers to switch channels lets you connect the Web Widget to your
WhatsApp, Facebook Messenger, and Instagram DM channels, allowing your end users to
start conversations via the Web Widget and continue them in the social channel of
their choice. See Enabling customers to continue conversations through social
channels.

Allow customers to call provides API information if you want to allow
customers to call an agent in the Web Widget.

Allow customers to start multi-conversations lets customers multiple,
separate conversations through the Web Widget or mobile SDK messaging channels. See
Allowing multiple conversations for your end
users.

Privacy notice includes a recording notice in the widget, and a link to
your own notice, if available. See Adding a privacy notice.






About the Style settings

The Style section is where you customize the name and appearance-related components of
the Web Widget.
The section includes the following settings:

Frame settings control the name and appearance of the Web Widget itself.

Launcher settings control the look and feel of the launcher for the Web
Widget.

For more information, see Configuring the appearance of the Web Widget.




About the Responses settings

The Responses section is where you apply business schedules, customize default messaging
responses, and add an AI agent.

Business hours allows you to apply Support schedules to your default
responses.

Responses allows you to set a first greeting and a follow-up greeting, as
well as determine the information you want to collect from customers.


For more information about these sections, see Configuring messaging responses for web and mobile channels.
At the bottom of the Responses section, you have the option to add an AI agent to your
messaging configuration (see Creating an AI agent for your web and mobile channels). If
you've already created an AI agent, you'll see different options, along with the option to
deactivate the AI agent and return to the default messaging response configured here.



About the Wait time settings

The Wait time section is where you can choose whether and how to display an estimated
wait time in the Web Widget.
The section includes the following settings:



Show estimated wait allows you to display a banner with the estimated wait
time.

Show queue position allows you to give waiting customers regular updates on
their queue position.


See Displaying the estimated wait time banner in messaging
conversations for more information.



About the Authentication settings

The Authentication section is where you can set your conversation settings for
unauthenticated customers, and can access settings for authenticated customers.
This section includes the following settings:



Remember history displays the full text of a conversation when an end user
returns to the Web Widget, unless they have cleared their cache or cookies since the
previous visit.

Forget history ensures the conversation starts fresh every time a customer
initiates a conversation. Previous conversations are not displayed in the Web
Widget.


For more information, see Understanding user authentication for messaging.




About the Installation settings

The Installation section is where you get the code snippet to add the Web Widget to your
website and automatically add Web Widget to your help center.
For more information, see Installing the Web Widget for messaging.


Note: If you have already added the brand's Web Widget (Classic) to your website or help
center, you don't need to take any action because the same code snippet is used. The
messaging Web Widget replaces Web Widget (Classic) when messaging is turned on.

In this section you can also:



Turn on user authentication for your help center. For more information, see
Turning help center authentication for messaging on
and off.

Specify an allowlist of website domains that can display your Web Widget. For
more information, see Using an allowlist to manage where the Web Widget
appears.

Revert to the classic Web Widget.






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