Plan requirement
| Subscription | Any plan |
| Access | Admin |
Getting the chat widget onto your site, and the settings that decide what happens when nobody is available. Live chat goes away on 31 January 2028; what is below works until then, and anything you build on it has that date on it.
Install it
- In Admin Center, click Channels and select Messaging and social > Messaging. Click the widget you want.
- Expand Installation and copy the snippet. Email code to a team member is there if somebody else maintains the site.
- Paste it before the closing
</body>tag on your pages. For your help centre there is nothing to paste: tick Automatically embed Web Widget in your Help Center. - Set your operating hours and decide what happens outside them.
- Load the page and check it appears.
Decide the offline behaviour first
The setting that matters most, and the one people configure last.
- Hide the widget. Honest, and visitors do not know you offer chat at all.
- Show a form. Takes the message and answers later. Usually the better choice.
What you should not do is leave a chat invitation visible when nobody is there.
Operating hours have to be true
They should say when somebody is watching, not when the office is open. A team that stops watching at half past four should not have hours saying five, because those thirty minutes produce the worst experience of the day.
Test as a visitor
During hours and outside them. What a visitor sees at eight in the evening is the version nobody checks, and it is what a good proportion of your visitors get.
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