Adding a chat widget is the beginning of a support workflow. The useful part comes next: someone asks a question, the right person sees it, and the answer arrives where the customer expects it.
Start with one website inbox and one team member responsible for checking it. A small, clear workflow is easier to test than a launch across every page and every department.
Set up the website inbox
In Connext, open Settings and create a website inbox. Give it a name your team will recognize, such as your product or support area. Enter the exact website origin, including https://. The origin identifies the website allowed to embed this inbox.
Copy the generated snippet and add it to the website. Use the generated code rather than manually constructing an inbox identifier. If your website has a content security policy, its administrator may need to allow the Connext script and frame origins.
Test both sides of the conversation
Open the website as a visitor, expand the widget, and send a short test message. In another browser session, open Connext and find the conversation. Reply from the inbox, then check that the reply appears in the visitor’s widget.
Refresh the visitor page and confirm that the conversation remains accessible. The widget uses a browser-held visitor token, so a different browser or cleared site storage should not be expected to share that same conversation.
Decide who checks the inbox
Assign a person to watch for incoming conversations during the period when you intend to provide support. Avoid promising instant responses unless your team can deliver them. The current release does not provide an automated staffing schedule or an SLA engine.
When a conversation is complete, mark it resolved. If another team member needs context, leave a private note before handing it over. A note should make the next action clear without including unnecessary personal information.
Check the launch in real conditions
Test on mobile as well as desktop, on the actual website origin, and with the network conditions your customers may encounter. Ask a teammate to follow the setup independently. Their questions often reveal a missing instruction before a customer encounters it.
Read the getting-started documentation for the product steps, or explore how the live chat widget works.