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Live Chat

Live chat is the fastest way to bring Woes into your product or documentation site. Customers can ask questions, receive grounded AI replies, and continue with a human operator when needed.

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Setup Flow

1

Open Settings → Channels → Live chat

Confirm the live chat channel is enabled and review widget behavior.
2

Choose a widget key

Use the workspace widget key for a single default agent or an agent widget key for a specific agent.
3

Install the snippet

Copy the current snippet from Settings → Install or Settings → Keys.
4

Identify customers

Add identity data for signed-in users. For stronger trust, configure HMAC email verification or JWT.
5

Test a conversation

Open the widget, send a question, confirm it appears in Inbox, and verify the right agent context is used.

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Widget Capabilities

  • Customer identity and conversation history.
  • AI answers with source-grounded context.
  • Operator takeover and replies.
  • Delivery, unread, typing, loading, and closed states.
  • Agent-specific routing through widget keys.
  • CSAT or NPS survey prompts after resolution.

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Customer Identity Modes

ModeUse it when
OffAnonymous or low-trust visitor support.
HMAC emailYour backend can sign the customer’s normalized email.
JWTYour backend can issue signed identity tokens with email claims.
Read Widget Identity before using verified identity modes.

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Troubleshooting

ProblemFix
The widget opens as anonymousSend an identify call or configure verified identity.
The wrong agent answersUse the correct agent widget key and confirm source attachments.
Customers cannot see historyVerify the identity anchor is stable and signed where required.
Surveys do not renderEnable a live chat or in-app survey in Settings → Surveys.