Getting started with the Chat Widget

The JourneyCARE Chat Widget is an embeddable messenger that lets website visitors start a conversation with you from any page on your website. Messages route straight into the Conversations inbox, where your team reads and replies in the same place you already handle email and SMS — see Find and open your conversations and Read and reply to messages. You create, customize, and install widgets from Sites > Chat Widget.

Chat types visitors can use

Visitors reach you through whichever channels you enable, and one widget can carry several channels at once. Every chat type also supports Embedded placement, which renders the widget inline in page content instead of floating — see Create an embedded chat widget.

• Web Chat — messaging inside the widget on your website; this is the same experience as Live Chat, which is the label shown during setup.

• Email/SMS — visitors leave an email address or phone number instead of chatting live.

• Facebook — messages through a connected Facebook Page.

• Instagram — messages through a connected Instagram Business account.

• WhatsApp — requires an approved WhatsApp number.

• Voice AI — visitors talk to an AI voice agent.

• All-In-One Chat — combines Live Chat (Web Chat), Email/SMS, WhatsApp, Facebook, Instagram, and Voice AI in a single widget; choose which channels appear with the Chat Type multi-select on the Style tab.

Why add a chat widget

The widget meets visitors where they already are, and automation handles the routine part.

• Real-time support. Visitors get answers the moment questions come up.

• Better visitor experience. Help is available on the page instead of behind a contact form.

• More conversions and engagement. A conversation at the right moment turns interest into action.

• Cost savings through automation. Routine questions are answered automatically, so staff time goes further.

• Handle multiple conversations at once. Every channel lands in one inbox your team manages together.

Create a chat widget

Set up what the chat type needs first: WhatsApp Chat requires an approved WhatsApp number, Facebook Chat uses a connected Facebook Page, and Instagram Chat uses a connected Instagram Business account.

1. Open Sites, then click Chat Widget.

2. Click New.

3. Select a chat type: All-In-One Chat, SMS/Email Chat, Live Chat (Web Chat), Facebook Chat, Instagram Chat, WhatsApp Chat, or Voice AI.

4. On the Style tab, set the themes, icons, welcome messages, avatar, widget placement, and widget dimensions.

5. On the Chat Window tab, set the title, intro message, and contact form customization, and add a branding URL and compliance checkboxes.

6. On the Messaging tab, set the message acknowledgement, icons, and widget language. For notification sounds, see Notification sound option in chat widgets.

7. For chat types that support AI, the Agent tab appears with the voice agent, agent name, and agent description.

To shape what you ask visitors before a conversation starts, see Add custom fields to the Chat Widget contact form and Collect visitor details before live chat starts. For the full rundown of every option on these tabs, see Chat Widget customizations.

Install the widget

1. Copy the widget code.

2. Paste it into a landing page or Google Tag Manager, or add it to WordPress.

3. In Funnels, Websites, and Blogs, select the widget directly instead of pasting code.

For embedding the widget directly in a page or adding it to a JourneyCARE website, see Create an embedded chat widget and Add the Chat Widget to a JourneyCARE website.

Frequently asked questions