Channels5 min readUpdated May 5, 2026
Chat widget channel
Use website chat as the primary AI support, help, handoff, and CSAT channel.
The chat widget is the easiest channel to start with. It supports AI-first replies, human takeover, help content, conversation history, voice entry, and CSAT after resolution.
Daily use
- Monitor new chat conversations from saved views.
- Use AI answer trust indicators to decide whether to improve knowledge.
- Take over when the customer asks for a human or AI confidence is low.
- Resolve conversations only when the customer issue is complete.