The website chat widget
The chat widget is a small chat bubble you embed on your own website. It's a channel like any other (messages that come through it are triaged and drafted the same way as email, using the same knowledge base) but it also has an option email doesn't: it can answer visitors instantly, without a human clicking Send first.
Embedding it
Once you've created a widget in Settings → Channels, you get a public embed key. Add one line to your site's HTML, near the end of the page:
<script src="https://supportwunder.com/widget.js" data-key="YOUR_EMBED_KEY" async></script>
That's the whole integration, no build step, no other code to write. The script draws the chat bubble in the corner of the page and loads the conversation UI in an iframe only once a visitor opens it. The embed key is safe to publish in your page source: on its own it only starts a visitor chat session, it can never read your account or other data.
By default the widget answers everywhere it's embedded. If you want to restrict it to your own domain(s), add allowed origins in the widget's settings. The widget then won't start or answer on other sites. This keeps someone else from embedding your key on their pages; it's a guard against misuse, not an access control (the embed key can't read your data in the first place).
Review mode vs. auto mode
Each widget has an AI mode, set in its settings:
- Review (default): every visitor message gets a drafted reply that lands in your inbox like any other conversation. A teammate reads it and sends it, exactly as described in Reviewing drafts.
- Auto: a paid option. When it's on, the assistant can reply to the visitor immediately, with no one clicking Send. It only does this when every one of the usual safety checks passes for that specific message. The assistant is confident, the answer is grounded in your knowledge base, nothing in the message flags for human attention, and the visitor doesn't sound upset. If any of those don't clearly hold, the message is left as an ordinary draft in your inbox instead. The widget never guesses in favor of answering on its own.
Auto mode is a paid capability, the same way auto-send is for email. On the free plan the widget always leaves replies as drafts for you to send.
Unlike email auto-send, an auto-mode widget reply that clears the checks isn't held in a window you can cancel. Live chat is expected to feel instant, so it goes out after a short, human-like typing pause of a few seconds. You can switch that pause off in the widget's settings (Human-like reply delay).
When the assistant can't answer
If a visitor's question can't be answered from your knowledge base, it stays with your team like any other message. What the visitor sees meanwhile depends on the widget's Offer a reply by email setting:
- On: the visitor gets a Get a reply by email button, both when the assistant can't answer and when no reply has arrived after about 10 seconds. Using it puts the conversation back in front of your team. Once the visitor confirms their address through a short email, your reply also reaches them by email, so they can close the chat.
- Off: after about 10 seconds without a reply, the visitor sees a notice that a team member will reply in the chat as soon as possible.
If nothing comes through
A widget with no knowledge base entries yet won't generate any replies, see Building your knowledge base. Widget conversations otherwise behave exactly like other channels: they show up in your inbox with the same statuses described in Resolving cases.