Getting started with Chat

Learn the basics of Chat, set up your widget, and start chatting with your site visitors.


Chat is a smart, customisable widget that sits neatly on your website. It lets your visitors communicate in real-time with your team, allowing them to answer questions and solve problems instantly.

Chat has features to boost your communication to the next level:

  • Real-time messaging – answer customer questions and fix problems instantly.
  • Send and receive content such as tickets, receipts, images, and videos.
  • Transfer chats between agents.
  • Quickly access and catch-up on your chat history, so customers don’t have to repeat themselves.

You can try Chat now

All our account packages have at least one free chat agent included. Contact your account manager to purchase more agents.

The Chat interface

Use the Chat interface to manage your chats, visitors, and reply to messages.

The Chat interface lets you manage your chat sessions within Engagement Cloud. You can use it to view chat sessions, receive and reply to messages, transfer chats between agents, link conversations to existing contacts, and manage your chat queue.


Chat interface in Engagement Cloud

Customising the chat widget

Learn how to customise your chat widget to match your brand.

To customise the look of your chat widget:

Step 1: Go to Chat > Settings in Engagement Cloud and select the Widget tab.


The chat settings page

Step 2: Pick your colours
Use the Colour picker to change the colours of your chat widget. Get creative or use your brand's colour scheme. It's up to you.

The colour picker uses hex colour codes. Enter your hex colour code or click the box to open the visual colour selector.

You can edit the following colours:

  • Main colour
    The colour of the top bar, visitor speech bubbles, and send button. Enter a hex code or click to use the visual selector.
  • Text colour
    Use White text if you have a dark main colour and Dark text with a light main colour.
  • Support colour
    The colour of the agent speech bubbles and the reply text box. Enter a hex code or click to use the visual selector.
  • Text colour
    Use White text if you have a dark support colour and Dark text with a light support colour.


The widget colour picker

Step 3: Choose a theme
Themes are little animations to make your widget stand out. You can select a different theme for both new visitors and returning visitors.

There are three theme variations:

  • Basic
    No animation
  • Bounce
    A bouncing animation
  • Sonar
    A pulsating, colour changing animation

Click Basic, Bounce, or Sonar to select your theme.


The chat widget theme selector

Step 4: Click Save and generate code to finish customising.


Editing your team details and the end of chat message

To edit your team details and end of chat message:

Step 1: Go to Chat > Settings in Engagement Cloud and select the tab of your team name.


The chat team settings

Step 2: To change your team name, enter a new team name in the box.
The team name appears at the top of the chat widget, and your visitors will see it – so make it a good one.

Step 3: Select either Enable or Disable for the end of chat message.
The end of chat message is sent to the user once your agent completes a chat session.

Step 4: Enter your end of chat message.

Step 5: Click Save.

Adding the chat widget to your website

To embed the chat widget on your site:

  1. In Engagement Cloud, go to Chat > Settings.
  2. Once you've customised your widget, click View code.

  3. Select Yes or No for Auth Callback.
  4. On the pop-up side panel, click Copy to clipboard.
  5. Paste the copied script into the head section on the pages of your website where you want the chat widget to appear. The script is compatible with tag managers, like Google Tag Manager.
  6. The chat widget appears on the bottom right-hand side of your website.

Auth Callback explained

Auth Callback allows you to integrate the chat widget into your existing authentication system. When you configure auth callback, any contacts created in Engagement Cloud using Chat have the same user ID as in their corresponding accounts on your website. If you're not sure about how to use Auth Callback, we recommend using the chat widget with Auth Callback set to No – you'll still get all the great features of Chat.

Adding the chat widget to an Engagement Cloud page

To add the chat widget to an Engagement Cloud page using Pages and forms:

Step 1: Copy the widget code

  1. Go to Settings > Account > Chat settings.
  2. Click View code.
  3. Copy the widget code to your clipboard.


Copying the chat widget code

Step 2: Adding Chat to a page

  1. Go to Pages and forms and create or edit a page.
  2. Click Utilities > Add tracking code.
  3. Click + Add tracking code and select Other.
  4. Paste the widget code into the Other tracking code box.


Adding the chat widget code to a page

Step 3: Publishing your page

Go to step 3.1 if you are publishing for the first time, or 3.2 if you are republishing a page.

  1. Publishing for the first time:
    i. Click Create a link.
    ii. Click Publish.
  2. Republishing a page:
    Click Republish.


Publishing your page in Pages and forms

 That's it! Visit your page to see Chat in action. 

Have more questions? Submit a request


  • Avatar


    I have quite some questions regarding the chat:
    1. Can you use chat on any online platform/website?

    2. Can you use chat to start/engage a chat with a visitor or client on your site, based on certain actions? Like you can do (and do yourself at this moment) with Intercom? e.g.: Client visits our knowledgebase article about fire prevention 3 times within certain time > send auto/bot message > Hi, download our whitepaper to learn more about fire prevention OR talk with one of our agents.

    3. What will be the cost for additional agents? How do you prevent pricing yourself out of the market? I would rather pay some more money and have unlimited agents; just like you have with Intercom

    4. Will you be building out the integration with the CRM (Salesforce in my case) to Assign tasks within Salesforce, based on issues in the chat (or any other supporterd CRM). Otherwise my collegue's still have all kind of different places to keep track of. This is a must have! (Please take a look at how Intercom is doing this and copy it!!!!)

    5. Will you please offer the possibility to translate everything within the chat, atleast the widget area?

    6. Will you be using this chat operator yourself soon? You now use both Intercom and Zendesk, using your own product would show you believe in it yourself... And also (so I hope) mean more development to built this out to a beautiful, useful and most of all intergrateable product.

  • Avatar

    Also, will you be building out a feature to have AI (multi language) chatbots aswell the possibility to create some kind of knowledgebase?

  • Avatar

    Hi Wilco,

    Thanks for your questions!

    We’re excited to have launched chat, but as some of your questions (and our answers) will indicate, this is our first step in creating a fully integrated chat tool that works with the rest of Engagement Cloud. There’s a lot more to come in future so please do keep an eye on our roadmap ( as we develop the channel out further. You can also follow this roadmap item:

    So, to answer your questions:

    1. Yes, you can use chat on any platform/website!
    2. Not yet, but we have plans for the future.
    3. One to three chat agents are included depending on your package. Additional chat agents can be purchased as required. Please contact our customer success team directly for more information.
    4. We are considering various integrations for Chat and recognise that this is a top priority.
    5. Yes, future versions of Chat will support your account’s language.
    6. Yes, our marketing team will use our own product. We love Intercom and Zendesk though, and since Engagement Cloud chat isn’t in competition with them you can expect us to continue using these providers in future also.
    7. We have a partnership with who are a chatbot provider.