Configure the Kite website widget

Tune what the Kite widget looks like, who it reaches and what it says, before putting it on your site.

Tune what the Kite widget looks like, who it reaches and what it says, before putting it on your site.

What to decide first

• Who it reaches. A call group rather than an individual, so it does not go quiet when one person is away.
• Which channels to offer. Chat, call, video. Offering all three when nobody is set up for video is worse than offering one.
• What it says when nobody is available. The most-skipped setting and the one visitors notice most.

Appearance

Colour and position can be matched to your site. Keep it recognisable as a help button rather than making it blend in; a widget nobody notices is a widget nobody uses.

Check it on a phone. A widget that sits comfortably on a desktop can cover a checkout button on mobile, and that costs more than it earns.

Out of hours

Say what happens rather than leaving an empty box. "We reply within a few hours on weekdays" sets an expectation; silence at 22:00 reads as neglect.

The widget carries its own Working Hours rules, as many as you need, with a separate routing for outside them. So a conversation at 22:00 can go to a different service or to a bot rather than into an empty room.

You can also let it answer for you. An action fires when nobody replies within a time you set, when a message goes unread, or when a conversation falls silent, and it either sends a message or pulls extra people into the conversation.

Putting it on the site

1. Work through the settings above. You edit them later in WMS with the pencil icon next to the widget, so nothing here is locked in by the code on your site.
2. Copy the snippet the widget produces.
3. Hand it to whoever maintains the site, and start with your contact page rather than everywhere at once.
4. Open that page yourself, outside opening hours as well, and check what a visitor gets.

See also

• Set up Kite on your website
• Add a website widget for x-bees