Website

LiveDesk supports adding the Website channel chat widget to web pages to handle visitor inquiries, assign conversations, and provide real-time chat capabilities on your website.

The real-time chat widget works with most modern browsers. The following browser versions are supported:

How to Add a Website Channel

"Add Channel" - "Website"

Enter Configuration Information

Follow the on-screen prompts to complete the basic information for the Website channel, then click "Confirm" to create the channel. After creation, you can continue the remaining configuration in tabs such as "Integration," "Settings," "Widget Builder," "Conversation Assignment," "Human Agent," and "AI Agent."

Fill in the configuration information as prompted in the interface, and click "Confirm" when finished.

Add the Chat Widget to the Website

After creation, the page will redirect to the channel details configuration page. In the "Integration" tab, you can copy the generated code snippet and paste it into your website to complete the installation.

The following installation methods are currently supported:

Detailed Settings

Scroll down to view more settings. Here, you can complete the Website channel integration, basic settings, pre-chat form, business hours, and widget appearance configuration.

Integration

"Integration" mainly provides methods for implementing chat bubble code integration, as well as related security settings.

• Messenger Script

  Supports switching between "Bubble Code," "iframe Code," and "GTM Installation," and copying the corresponding installation code. The code includes the websiteToken for the current Website channel and the reference address of sdk.js required for operation.

• User Authentication

  Disabled by default. After enabling it, the page will display authentication-related key information, which can be copied and used by the server to generate visitor identity verification parameters and improve identity reliability.

• Domain Whitelist

  Disabled by default. After enabling it, only domains in the whitelist are allowed to initialize the Website widget. For multiple domains, enter one per line. For local debugging, the port number must be included, for example, localhost:3000 or 127.0.0.1:8080.

Settings

Configure the basic parameters of the Website channel, visitor interaction methods, and the pre-chat form.

• Channel Information

  Supports modifying the name of the current Website channel.

• Enable Channel Greeting

  Disabled by default. After enabling it, when a user starts an inquiry for the first time, the system automatically sends a default reply message.

• Quick Commands

  Disabled by default. After enabling it, the quick command title is fixed above the input box in the chat window to guide users to quickly send frequently asked questions. Multiple quick commands can be added, and they are recommended for common questions, inquiry entry points, or routing prompts.

• Enable CSAT

  Disabled by default. After enabling it, when the conversation status changes to "Resolved," a satisfaction survey is sent to the user to collect service feedback.

• Email Collection

  Supports the following two configurations:

  • Email Collection Field: Automatically displays an email input field to the user when the conversation starts, but filling it in is not mandatory.

  • Conversation Continuity: When the user is offline, email can be used to continue the conversation with the user. Before using this feature, you need to complete the relevant Email channel configuration first.

• User Behavior Control

  Supports the "User Ends Conversation" configuration. After enabling it, users can proactively end the current conversation in the widget, and the system changes the conversation status to "Resolved."

• Pre-Chat Form

  The pre-chat form has been moved to the "Settings" tab for unified configuration. After enabling it, users must fill in the form before officially entering the chat.

  Supports configuring the following:

  • Form Body: Used to explain the purpose of the form, for example, "Hello, please fill in the information below so that we can contact you."

  • Form Options: Supports configuring form fields one by one, including parameters such as "Enable," "Variable Name," "Variable Type," "Name," "Placeholder," and "Required."

  • System Preset Fields: Supports common fields such as email, phone, firstname, and lastname.

  • Conversation Attribute Fields: Supports selecting existing conversation attributes as pre-chat fields, which are written into the corresponding conversation attributes after submission.

  • Email Field: Can be used to track visitor identity and can also be used for later transfer to a human agent or offline contact.

• Business Hours

  Disabled by default. After enabling it, you can configure business hours, time zone, and off-hours message copy for the current Website channel. During non-business hours, the system notifies visitors that the service is currently unavailable according to the configuration and handles human agent reception together with the conversation assignment rules.

Widget Builder

"Widget Builder" is used to configure the appearance and displayed content of the visitor-side chat component. The preview area on the right displays the configuration effect in real time.

• Theme Settings

Supports configuring the following parameters:

• Theme Color: Set the primary color of the widget.

• Text Color: Set the display color of text such as titles and body content.

• Background Image: Supports uploading and replacing the background image of the welcome area.

• Width: Set the width of the widget. The default is 400.

• Height: Set the height of the widget. The default is 700.

• Bubble Settings

Supports configuring the following:

• Bubble Style: Supports three display modes: "Icon," "Icon + Text," and "Text."

• Icon: The default icon can be replaced.

• Text: When "Icon + Text" or "Text" style is selected, the bubble text can be configured. The text length cannot exceed 20 characters.

• Size: Supports different sizes such as mini, small, medium, large, and extra large.

• Bubble Position: Supports setting the display position and configuring the spacing from the bottom and the side.

• Welcome Message

Supports configuring:

• Title: Main title of the welcome area.

• Content: Body content of the welcome area.

• Guide Text: Displayed in the "Instant Answers" area to guide users to quickly start an inquiry.

• Display Online Agent Prompt

Disabled by default. After enabling it, a prompt indicating that an agent will reply is displayed on the bubble home page.

• Show Only Online Agent Avatars

Disabled by default. When disabled, the avatars and statuses of all agents in the current channel are displayed, including offline agents. When enabled, only currently online agents are displayed, including the AI Agent. When all agents are offline, no avatars are displayed.

• Social Media

Disabled by default. After enabling it, social platforms or contact channels can be configured and displayed in the widget welcome card.

• Submit Ticket

Disabled by default. After enabling it, a ticket entry is displayed in the widget, allowing users to view or submit tickets.

• External Link

Disabled by default. After enabling it, external link cards can be added to display an external help center, FAQ page, or other navigation entry points.