Chat Widgets

How Lead360 helps

Lead360 Chat Widgets place a configured customer conversation entry point on a website. Teams can control public identity, welcome content, contact paths, availability, consent, and routing while keeping resulting conversations connected to the correct sub-account.

When to use this area

Use Chat Widgets when website visitors should start a supported chat or contact workflow without leaving the current page.

Before you begin

• Confirm the target site, brand identity, welcome copy, routing, and hours.
• Review consent, privacy, data collection, and escalation behavior.
• Prepare installation access and a safe test page.

Choose the widget type

1. Use the structured contact form when the goal is to collect defined fields.
2. Use call, text, or email choices when visitors should contact staff directly.
3. Use AI chat for a conversational assistant, or AI chat with contact capture when both are required.
4. For AI chat, choose the exact published Ask360 Piece and configure Lead360 contact capture separately.

Configure the experience

1. Set the widget name, purpose, greeting, fields, availability, assignment, appearance, public permissions, escalation path, and intended installation site.
2. Tell visitors when automation is involved, collect only necessary information, and provide a clear staff handoff.

Install and test

1. Use the direct URL for a Lead360-hosted experience, the styled widget URL where supported, or the website embed code for an approved site.
2. Test open, close, mobile and desktop layout, contact capture, consent, AI boundaries, staff escalation, and the complete visitor conversation.

Use Ask360 here

Ask360 can explain widget choices and prepare one reviewed create or update when supported. It waits for Accept and never publishes an Ask360 Piece, sends a message, exposes private memory, changes staff permissions, or deletes a live widget.

Confirm the result

A completed Chat Widgets workflow should be visible in the product area that owns the final record. Use these checks before relying on the result or moving to the next customer-facing step.

• Test open, close, message, attachment, offline, and mobile states.
• Confirm the conversation and contact appear in Lead360.
• Check notifications, assignment, delivery, accessibility, and page performance.

Troubleshooting

The widget does not appear

Check publication, installation snippet, allowed domain, script blocking, consent manager state, and browser errors.

Messages enter the wrong inbox

Review widget sub-account, channel, routing, and assignment configuration before changing the website embed.