Add a Customer Widget

To add a Customer Widget, you first need to add a Web Channel in Unified Admin. If you have already created one, follow this guide to configure and customize the appearance of the Customer Widget in the system.

It serves as the customer-facing front end of the CX system, providing visitors AI assistance and allow them to reach to contact center agents when needed.
Business administrators can create multiple widget instances, each with its own configuration, appearance, and behavior.

For example, if your organization has both a Customer Portal and a Partner Portal, you can create two separate web widget instances — each with different branding, routing, and behavior — that operate independently of one another.

To Create a New Web Widget

1. Open the Unified Admin and navigate to the Channel Manager section.

2. Click on Create Web Widget

Widget Configurations

The following sections explain each configuration option in detail and describe how it impacts the overall widget functionality.

Widget Identifier

Each widget instance is identified by a Widget Identifier, which is used by the Web Widget REST APIs to load the correct configuration when the widget initializes on a webpage.

This is a short, unique string that defines your widget instance.
For example, you can name it web, customer-widget, or partner-widget.
It’s used as the identifier for loading this specific widget configuration on your website.

The identifier can contain letters (A–Z), numbers (0–9), and special characters such as asterisks (*), dashes (-), and underscores (_).
The maximum length allowed is 50 characters.

Widget Title

The Widget Title is the main heading displayed on the chat widget.
It could be your company name, brand name, or any short descriptive text that helps customers identify who they are chatting with.

Widget Subtitle

The Widget Subtitle appears just below the title text inside the chat widget.
It can include helpful information such as business hours, support type, or a welcome tagline (e.g., “We’re here to help 24/7!”).

Pre-Chat Form

From this dropdown, you can select a pre-conversation form that customers will see before starting the chat.
These forms are created in the Form Builder, and may include fields like name, email, or issue type.
Selecting a form here helps you collect useful information before routing the chat to an agent or bot.

Language

This option allows you to define the language in which the chat widget will appear.
It pulls available options from General Settings → Locale Settings.
Select the preferred default language for your customers — for example, English, Arabic, or French.

Color Palette

Choose a color scheme that aligns with your website or brand identity.
The Color Palette field lets you define the widget’s accent and background colors, giving the chat window a consistent look and feel with your site.

Download Transcript

Enable this setting if you want customers to download the full chat transcript once the conversation ends.
This can be useful for customers who need a record of their discussion for future reference.

Dynamic Link

If this setting is turned on, the widget will automatically convert URLs into clickable hyperlinks — whether they’re sent by the customer or by the agent/bot.
This improves usability by allowing customers to directly open shared links.

Emoji Support

When this option is enabled, customers can send emojis during chat conversations.
It adds a more natural, expressive element to customer communication and improves the overall user experience.

File Transfer

Enable File Transfer if you want customers to send and receive file attachments during a chat.
This is especially useful for exchanging documents, screenshots, or images that help resolve customer issues faster.

Font Size Options

If enabled, the widget will display three font size options for customers to choose from — Large, Medium, and Small.
This accessibility feature helps users adjust text readability according to their preferences.

Enable WebRTC

Enabling WebRTC allows customers to seamlessly initiate audio or video calls with agents directly from the web widget helping real-time issue resolution, enabling smoother escalations and more personalized customer interactions.

Tip: Want to learn more about setting up WebRTC and its configuration options?
Check out our detailed guide here:WebRTC for CX

Enable Callback

Turn on to enable feature for scheduling callback options

Tip: Explore further about callbacks in this guide.

Callback

Enable Webhook Notifications

A Webhook notification on Google Workspace provides agents the flexibility to get notified in their Google spaces/groups of recently initiated web chat sessions.