Website

LiveDesk supports adding the Website Channel chat widget to web pages so you can receive visitor inquiries, assign conversations, and provide real-time chat on your website.

The real-time chat widget is compatible with most modern browsers. Supported browser versions are as follows:

How to Add a Website Channel

"Add Channel" - "Website"

Enter Configuration Information

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

Fill in the configuration information according to the on-screen instructions, then click "Confirm" to complete the process.

Add the Chat Widget to the Website

After creation, the page redirects to the channel details configuration page. On 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 configure Website Channel integration, basic settings, the pre-chat form, working hours, and widget appearance.

Integration

"Integration" mainly provides methods for integrating the chat bubble code and 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 for sdk.js, which is required for operation.

• User Authentication

  Disabled by default. After it is enabled, the page displays authentication-related key information, which can be copied and used on the server side to generate visitor identity verification parameters and improve the reliability of user identity.

• Domain Whitelist

  Disabled by default. After it is enabled, only domains in the whitelist can initialize the Website widget. If there are multiple domains, enter each one on a separate line. For local debugging, include the port number, for example: localhost:3000, 127.0.0.1:8080.

Settings

Configure the basic parameters, visitor interaction methods, and pre-chat form for the Website Channel.

• Channel Information

  Supports modifying the name of the current Website Channel.

• Enable Channel Greeting

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

• Quick Commands

  Disabled by default. After it is enabled, a quick command title is fixed above the chat input box to guide users to quickly send frequently asked questions. Multiple quick commands can be added. This is recommended for common questions, inquiry entry points, or traffic-routing prompts.

• Enable CSAT

  Disabled by default. After it is enabled, 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 Box: Automatically displays an email collection input box to the user when the conversation starts, but it is not required.

  • Conversation Continuity: When the user is offline, you can continue communicating with the user by email. Before using this feature, you must first complete the relevant configuration for the Email Channel.

• User Behavior Control

  Supports the "User Ends Conversation" configuration. After it is enabled, users can actively 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 it is enabled, users must fill out the form before officially entering the chat.

  Supports configuring the following content:

  • 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 to the corresponding conversation attributes after submission.

  • Email Field: Can be used to track visitor identity and for subsequent transfer to a human agent or offline follow-up.

• Working Hours

  Disabled by default. After it is enabled, you can configure working hours, a time zone, and out-of-office description text for the current Website Channel. During non-working hours, the system notifies visitors that the service is currently unavailable based on the configured content and handles human support according to the conversation assignment rules.

Widget Builder

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

• Theme Settings

Supports configuring the following parameters:

• Theme Color: Sets the main color of the widget.

• Text Color: Sets 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: Sets the widget width. The default is 400.

• Height: Sets the widget height. The default is 700.

• Bubble Settings

Supports configuring the following content:

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

• Icon: The default icon can be replaced.

• Text: When the "Icon + Text" or "Text" style is selected, you can configure the bubble text. The text 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.

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

• Social Media

Disabled by default. After it is enabled, you can configure social platforms or contact channels and display them in the widget welcome card.

• Submit Ticket

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

• External Links

Disabled by default. After it is enabled, you can add external link cards to display an external help center, FAQ page, or other navigation entry points.

Conversation Assignment

Displays the conversation assignment rules for the current channel. Supports routing rules, AI Agent responses, and Human Agent responses. The conversation assignment priority order is: routing rules > AI Agent > Human Agent.

When routing rules exist, the system first checks whether the routing conditions are met. If multiple rules exist at the same time, they are matched in order. If the current conversation does not meet any routing rule, it is assigned to the AI Agent first. If no AI Agent is configured, it is then assigned to the corresponding Human Agent.

Automatic assignment is supported, including assignment by concurrent workload, sequential even assignment, and assignment based on custom customer service workload.

• Assignment by Workload

  Assignment is based on the defined workload quantity, with priority given to customer service agents with lower concurrent workload.

• Sequential Even Assignment

  The workload settings of each customer service agent are not considered. Conversations are assigned evenly to each customer service agent in sequence.

• Assignment by Custom Customer Service Workload

  Sets a custom workload value for each customer service agent individually, with priority given to customer service agents with lower concurrent workload.

Human Agent

Supports setting human agents to handle conversation messages for this channel. Members can be added or removed.

AI Agent

Supports setting AI agents to handle conversation messages for this channel. They can be enabled or disabled, and a GPT AI Agent can also be added.