Web Chat Configuration (Legacy)

Configures the tenant-wide Web Chat widget — its colors, logo, URL-to-skill routing, notification sounds, and embed snippet — separately from the per-skill chat settings on Manage Skills

Web Chat Configuration controls the tenant-wide appearance and behavior of the Web Chat widget embedded on an external website: its colors, logo, which skill group a chat routes to based on the page it's embedded on, and the embed snippet itself. Per-skill chat behavior, such as invite text and canned messages, is configured separately under Manage Skills.

Accessing Web Chat Configuration

Navigate to Admin (System) > System Settings > Web Chat Agent
Select the ellipsis next to Chat Config to open the Live Chat Configuration window

Live Chat Configuration Fields

Field	Description
Header Color	The color of the chat widget's header
Agent Chat Bubble Color	The color of the agent's chat bubble
Customer Chat Bubble Color	The color of the customer's chat bubble
URL to Skill Mappings	Routes a chat to a specific skill group based on the page it's embedded on — see below
Logo	The image shown in the chat widget; best suited to a square logomark rather than a full logo with text
New Chat Session Notification Sound	The alert sound played to an agent when a new chat session begins
New Chat Message Notification Sound	The alert sound played to an agent when a new chat message arrives
Agent Image	Shows or hides the agent's photo, if one is set in Supervisor View
Show Widget on Page Load	Controls whether the chat widget appears automatically when the page loads
Require Captcha	Requires the visitor to pass a CAPTCHA challenge before starting a chat

URL to Skill Mappings

A single embed snippet is used across an entire website, so this mapping — not the snippet — determines which skill group each chat reaches based on the page it's embedded on.

Select the ellipsis next to URL to Skill Mappings
Select Add Mapping
Enter a name for the mapping and select OK
Enter the end portion of the URL to match, preceded by an asterisk (*) — for example, */support to match any URL ending in /support
Select the skill group this mapping routes to
Repeat for each additional mapping needed

Mappings are evaluated top to bottom; reorder them with the arrows if a more specific match needs to be checked before a broader one.

Embedding the Widget

Select View Code Snippet once all fields are configured
Select Copy to Clipboard and provide the snippet to the website's developer for embedding
Select Close, then OK, then Save

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One Snippet, Multiple Skills
The embed snippet does not change per skill group — the URL to Skill Mappings configured above determines which skill group each chat reaches based on the embedding page.

Updated about 6 hours ago