Installing the live chat widget

One script tag, two decisions.

Adding it

Admin → Branding & Features, enable chat, copy the snippet and paste it before the closing body tag of your website template. It loads asynchronously and does not affect page speed measurably.

Decision one: who answers first

The assistant can answer from your knowledge base before a human joins, or the widget can go straight to the queue. Start with the assistant if your knowledge base has at least a dozen good articles; otherwise it will guess, and guessing is worse than waiting.

Decision two: what happens offline

Outside business hours the widget should collect the message and open a ticket rather than pretending somebody is there. Customers forgive a wait; they do not forgive a chat window that nobody was ever watching.