How Web Chat Works
Web Chat lets visitors send messages from a chat widget on your website. When a visitor sends a message, Kyrios routes the message into Conversations in real time.
Team members can open the thread, reply, assign the conversation, or manage it like any other conversation channel.
Create a Web Chat Widget
Go to Sites > Chat Widget.
Create a new widget, then choose Live chat as the chat type. The setup screen uses the label Live chat, but this option creates the Web Chat channel that routes website messages into Conversations.
Customize the Widget
Use the widget editor to customize the chat experience.
You can configure:
Widget style
Chat window settings
Messaging behavior
Desktop, tablet, and mobile previews
Save and Install the Widget
After configuring the widget, click Save. Use Get Code to copy the installation script for your website. Use Get it for WordPress when installing through WordPress.
Manage Web Chat Messages in Conversations
When a visitor sends a Web Chat message, it appears inside Conversations. Web Chat conversations can be identified by the chat icon in the conversation list.
Open the thread to reply in real time.
Filter Web Chat Conversations
To view only Web Chat messages, open the filter menu in Conversations. Under Last Message Channel, select Live Chat, then click Apply. This displays conversations that came from the website chat widget.
Common Issues and Fixes
Web Chat messages are not appearing in Conversations
Confirm the chat widget is saved and installed on the website. Confirm the selected chat type is Live chat.
The setup says Live chat instead of Web Chat
This is expected. In the widget setup, Live chat is the option used for Web Chat routing into Conversations.
Visitors are asked to leave their contact details
This can happen when the inactivity fallback or timeout message is triggered. Review the widget’s messaging settings to adjust fallback behavior.
FAQ
How do I make Web Chat messages appear in Conversations?
Create a chat widget under Sites > Chat Widget, choose Live chat, save the widget, and install it on your website.
Why does the setup screen say Live chat?
The setup screen uses Live chat as the label, but it configures Web Chat messages to route into Conversations.
Can Web Chat conversations be assigned to team members?
Yes. Web Chat conversations can be assigned manually or through workflows and assignment rules.
Can I filter only Web Chat conversations?
Yes. In Conversations, filter by Last Message Channel and select Live Chat.
What happens if no one responds?
The widget can show an inactivity fallback or timeout message based on the messaging settings.