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Chat setup


Go to Chat > Site Widget & Chat to configure chat settings.

Note that the Site Widget & Chat settings are accessible from User Interface as well. There is only one set of settings which you can access from either place.

From here you can enable or disable the chat system altogether using the Enable /Disable Chat toggle.


Even when chat is enabled, it will not be shown to users unless at least one agent is logged in to chat within the agent interface.

Embedding chat

Chat > Site Widget & Chat is where you can get the Javascript code for embedding the chat widget. See the section on Chat embed for details.

Chat widget options

The chat widget is shown on your helpdesk portal. It can also be embedded on your website as described in Chat embed.

Site Widget & Chat is where you customize the chat widget. You can have different settings for the portal chat widget and the embedded chat widget. You can even have multiple different versions of the chat widget for different sections of your website.

If you want to change the settings for the chat widget on the portal, select your desired options, then click Apply chat widget to the portal at the bottom of the screen.

If you want to change the settings for an embedded chat widget, select your desired options, then click Get code. The Javascript code shown below the Get code button will update, and you will need to add the updated code to the web pages where you want the widget to appear.


If you change the Enable / Disable chat setting, that will enable or disable chat on your portal and all embedded widgets. If you don’t want to offer chat on the portal but do want it embedded, use the Remove chat widget from the portal at the bottom of the screen.

Options for the widget include:

  • The design of the chat button (size, text, colors, position, size).
  • Enable / Disable chat
  • Require login (if enabled, users need to register and log in before they can start a chat)
  • Request name/email before chat commences
  • Proactive chat - if enabled, this option will pop up a window prompting the user to start a chat if they are on your site for a certain amount of time.
  • Ticket settings - if an agent is not available, or the user’s chat is not answered during the timeout period, the chat widget prompts the user to create a ticket. This enables you to set a default department for tickets created this way.

Custom chat fields and labels

You can customize the information stored for a chat session using custom chat fields, under Chat > Fields. Any custom chat fields you create will be displayed on the chat widget when the user is starting a chat.

You can also manage the Labels that agents have applied to chats under Chat > Labels.

User chat permissions

Whether a user can initiate chats depends on their user permissions. There is a simple on/off chat permission configured in CRM > Usergroups.

A user must belong to at least one usergroup that grants this permission to be able to use chat.



To restrict chat to logged-in users, remove the permission to use chat from the Everyone usergroup.

There are also chat department permissions. You can grant or deny access to each chat department by usergroup.


This affects which departments the user can select when they start a chat.

In addition, when you embed the chat widget, you can specify in the Javascript code which departments that widget can access. In this situation, the departments shown will be those that both the user and the widget are allowed to access.


If only one chat department is available, the chat widget will not display the Department field.

If there are no departments that both the user and the widget are allowed to access, the user will not be able to chat from that widget.

Agent chat permissions

What agents are allowed to do in chat is determined by their Agent Permissions and Permission Groups settings.

In addition, there are chat department permissions for agents. Agents can only see incoming chats in chat departments to which they have permission.

Authors list

First published: 24/03/2017

Last updated: 27 Oct 2017 by Paul Davies