The chat widget on the site is one of the tools for ensuring interaction between the company and the client.
It is a visual block that integrates with your site and enables clients to contact you.
It looks like a form for exchanging messages. That is, through the chat widget, website visitors can be consulted on issues or they can place an order. If the client uses the widget and sends a message, you will receive a request in your Space.
How to create a chat widget on the site?
To do this, go to the Communication hub and open the Chat on the site page. (Previously, this tool was located under the Marketing section.)
💡Only the administrator or Space owner has access to this section.
On the page that opens, click the Create button.
Next, you need to fill out the form and configure the basic parameters.
General information
🟣 The name of the external line channel is the name that will be displayed when the chat with the client appears in Space.
🟣 The name of the channel on the site is the name displayed in the widget itself, client can see it.
Operator settings
🟣 Avatar and name - will be displayed in the widget.
🟣 The text of the welcome message - it will be displayed immediately after the client opens the widget on the website. You can change it to your own taste.
A typical text looks like that:
Hello!
Do you have any questions? Message to a chat and I will gladly answer them.
Appearance
🟣 Widget appearance - color design of the widget on the website. You can select from the standard colors or customize your own ones.
🌟 The option to customize the widget color is available only on commercial plans.
🟣 Widget icon - an icon that will be displayed on the site.
🟣 Uspacy branding – allows you to enable or disable the display of the Uspacy logo in the chat widget.
🌟 The option to disable Uspacy branding in the widget is available only on commercial plans.
Contact information request
This feature allows you to configure a form through which a website visitor can leave their contact details directly in the chat widget. To enable this functionality, activate the “Request contact information” toggle. Once enabled, additional form settings will become available, allowing you to customize the flow according to your client communication scenario.
🌟 The ability to request contact information in the widget is available only on commercial plans.
🟣 In the upper-right corner of the block, you can select which entity will be created based on the form submission. This can be either a lead or a contact.
🟣 When to display the form
Next, define when the visitor will see the form. Two options are available:
- On chat open — the form appears immediately after the user opens the widget.
- After first user message— the form appears only after the visitor sends their first message in the chat.
This allows you to select a more convenient interaction flow: either collect contact details first or allow the client to start the conversation without additional steps.
🟣 Welcome message
In the Welcome message field, you can define the text that the user will see before filling out the form. Here you can briefly explain why you are requesting their data. For example: “Please provide your contact information.”
🟣 Post-submission message
In the Post-submission message field, enter the text that will be displayed after the form is successfully submitted. For example: “The form has been submitted successfully.”
🟣 Form fields
In the Form fields section, configure what information the user should provide. Two actions are available:
1. Add a field. This allows you to add a default field of the selected entity to the form. For example, if the widget is configured for the Lead entity, you can add default lead fields such as First name, Last name, Phone number, Email, etc.
Once added, the field will appear in the general form field list. You can reorder fields to change their display sequence or remove them if they are no longer needed.
Click on a field to open detailed settings.
- Field name — defines what information the user should enter.
- Linked to entity field — indicates which entity field the value will be saved to (automatically filled and cannot be changed).
- ID — technical field identifier (automatically generated and cannot be changed).
- Placeholder — hint text displayed inside the field before input.
- Hint — additional explanatory text for the user.
- Required — if enabled, the user will not be able to submit the form without completing this field.
2. Local field
This allows you to add a field that is not linked to default entity fields. It is useful when you need to collect additional information within the widget form without saving it to the created record.
When creating a local field, you must first select its type.
Then click on it to open detailed settings, where you can define the name, placeholder, hint, required status, and display order in the form.
🟣 Predefined field values
Here you can predefine values for specific fields of the selected entity. These values are not entered by the user but are automatically saved to the record upon form submission.
For example, you can predefine the source, type, or other system parameters so that the new record is automatically assigned to the correct segment and processed according to the appropriate logic.
Once all settings are configured, click Save and generate the code to finish creating the widget.
The widget will then be saved to the list and displayed on the page.
After that, the widget is ready to use. It can be embedded into your website code and used for client communication.
🌟The number of widgets depends on the plan:
Free - 1
Standard - 5
Professional - unlimited.
But pay attention to the following points:
🟪 it is not possible to customize the appearance of the widget using the Free plan. That is, it is impossible to change the icon and its color scheme.
🟪 when switching to a plan of a lower level, "extra" widgets will not be available for work. They also disappear from the sites where they were connected. But after switching to the commercial plan, the widget will be activated at once. There is no need to reconfigure it and add it to the site.
How to edit?
If you need to make changes to any parameter block, then click on the widget name in the list. The settings form opens.
💡The Connection details block contains the widget code that is generated automatically. Of course, it cannot be changed. But by clicking on the corresponding icon, you can copy it.
Edit the required fields and click Save.
💡 If you change the appearance of the widget, always save the new colors for it to ensure the correct display.
All changes will be applied immediately and displayed in the widget.
How to remove?
To do this, call the interaction menu with the widget and click on the corresponding item.
In order to delete the widget, confirm your actions.
After that, the widget will be removed from the system and will also be automatically removed from your site where it is embedded. That is, it will no longer be possible to use it.
How to embed it on the site?
To do this, first copy the widget code. You can do it directly in the list by clicking on the corresponding button.
Or through the Connection details block.
Next, you need to go to your site settings and paste the copied widget code before the body widget.
💡For example, in the Horoshop service, it can be done like this.
How does the chat widget work?
Clients go to your site, find the chat widget and message you.
You will receive their message in External Lines in your Space. That is, you will be able to communicate with the client directly in the chat.
They will receive all your answers in the widget window on the website.
In addition, a Lead or Contact will be created for each conversation (depending on what you selected in the settings). You can then work with it in the CRM and move it through the entire sales funnel.
☝🏻 Please note: If the “request contact information” option is enabled in the chat widget, the responsible user assigned to the created entity depends on when the client submits the form.
If the form is submitted before the conversation is picked up by an agent, the owner of the widget (the employee who created it) will be assigned as the responsible user for the created entity.
If the conversation has already been taken by an agent and the client submits the form afterward, the created entity will be assigned to that agent.
🔍 You can learn more about working with external channel chats in the article: “Work with dialogs in External lines.”
If you have additional questions or you need to contact the support, send a request to this email [email protected]
Created: February 13, 2024 / Updated: February 10, 2026