> ## Documentation Index
> Fetch the complete documentation index at: https://docs.woes.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Live Chat

> Configure the Woes live chat widget for customer support and AI-assisted API answers.

# 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.

## Setup Flow

<Steps>
  <Step title="Open Settings → Channels → Live chat">
    Confirm the live chat channel is enabled and review widget behavior.
  </Step>

  <Step title="Choose a widget key">
    Use the workspace widget key for a single default agent or an agent widget key for a specific agent.
  </Step>

  <Step title="Install the snippet">
    Copy the current snippet from **Settings → Install** or **Settings → Keys**.
  </Step>

  <Step title="Identify customers">
    Add identity data for signed-in users. For stronger trust, configure HMAC email verification or JWT.
  </Step>

  <Step title="Test a conversation">
    Open the widget, send a question, confirm it appears in Inbox, and verify the right agent context is used.
  </Step>
</Steps>

## 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.

## Customer Identity Modes

| Mode       | Use it when                                                      |
| ---------- | ---------------------------------------------------------------- |
| Off        | Anonymous or low-trust visitor support.                          |
| HMAC email | Your backend can sign the customer's normalized email.           |
| JWT        | Your backend can issue signed identity tokens with email claims. |

Read [Widget Identity](/security/widget-identity) before using verified identity modes.

## Troubleshooting

| Problem                       | Fix                                                              |
| ----------------------------- | ---------------------------------------------------------------- |
| The widget opens as anonymous | Send an identify call or configure verified identity.            |
| The wrong agent answers       | Use the correct agent widget key and confirm source attachments. |
| Customers cannot see history  | Verify the identity anchor is stable and signed where required.  |
| Surveys do not render         | Enable a live chat or in-app survey in Settings → Surveys.       |