## Overview

The **Website** channel adds a **live chat widget** to your site: a conversation bubble in the corner
of the screen where visitors talk to your team in real time. Conversations arrive in the inbox like any
other channel, with per-contact history, assignment and automations.

You install the widget by pasting a small **script** into your site, and you customize colors, texts
and behavior right in the platform.

You also choose what happens **after a conversation is resolved**. By default the visitor keeps
writing in the same conversation — and it is reopened automatically. If you would rather close it for
good, you can block new messages: the composer disappears and the widget offers to start a new
conversation instead.

## Prerequisites

- An **administrator** role to create the website inbox.
- Access to **edit your site's HTML** (or a tag manager) to paste the widget script.
- A site published on an accessible domain.

## Step by step

1. In **Settings → Inboxes**, create a new inbox and choose **Website**.
2. Enter the site **name** and **domain** and set the welcome greeting.
3. Finish creation — the platform generates a **code snippet (script)** for the widget.
4. Copy the script and paste it into your site's **HTML**, before the closing `</body>` tag, on every
   page where the chat should appear.
5. Publish the site and open it in a browser: the chat bubble should appear.
6. Send a test message through the widget and check that it arrives in the inbox.
7. (Optional) Under **Settings → Inboxes → your inbox → Settings**, adjust **Allow messages after
   conversation resolved** to match how your team works.

## Settings & options

- **Appearance**: primary color, bubble position, avatar and greeting texts.
- **Availability**: different messages for when the team is **online** or **offline**.
- **Pre-chat**: optional form to collect name, email and other information before starting the
  conversation.
- **Visitor features**: the widget can show quick replies, Help Center articles and allow attachments,
  depending on the setup.
- **Allow messages after conversation resolved**: available only on website inboxes. It ships
  **enabled**; while enabled, a new message from the visitor reopens the resolved conversation.
- **With the option disabled**: on a resolved conversation the widget hides the composer and shows the
  **Start a new conversation** button, which takes the visitor to the pre-chat form. If the visitor
  already has an email on file, a **Request a conversation transcript** button appears as well.

## Use cases

- Answer visitor questions on product and checkout pages in real time.
- Capture leads through the pre-chat form and turn them into CRM contacts.
- Reduce abandonment by offering help at the right moment of the visit.
- Truly close a case: once resolved, the visitor opens a new conversation instead of reopening an old
  one, which keeps the queue and the metrics cleaner.

## Tips, limits & best practices

- Install the script on **all** relevant pages so you don't miss conversations.
- Set clear **offline** messages stating when the team is back.
- Keep the greeting short and to the point; invite the visitor to say how you can help.
- The block is not only a UI change: even if someone posts from outside the widget, the platform
  refuses the message on a resolved conversation and answers with the error "Conversation is resolved
  and does not accept new messages".
- The transcript button honors a **15-second** interval between one request and the next.
- Before turning the option off, tell your team: a conversation resolved too early forces the visitor
  to start over from the pre-chat form.

## Troubleshooting

- **The widget doesn't appear**: confirm the script was pasted correctly and the configured domain
  matches the site's.
- **Messages don't arrive**: check that the inbox is active and has agents assigned.
- **Appears on the wrong page**: adjust which pages load the script.
- **The visitor can't reply after the case is closed**: **Allow messages after conversation resolved**
  is off on that inbox. Turn it on if you want to keep the same conversation.
- **I can't find the option in the inbox settings**: it exists only on **Website** channel inboxes.
- **I changed the option and the widget didn't follow**: the value travels to the widget when the page
  loads. Reload the site page so the widget reads the new setting.

## See also

- [Email channel: forwarding and IMAP/SMTP](/hc/ajuda/articles/inboxes-channels-canal-email-en)
- [API channel for custom integrations](/hc/ajuda/articles/inboxes-channels-canal-api-en)
- [Inbox settings](/hc/ajuda/articles/inboxes-channels-configuracoes-de-inbox-en)
- [Inboxes and channels overview](/hc/ajuda/articles/inboxes-channels-overview-en)