Website chat widget
Put a chat bubble on your website, brand it, and let the AI receptionist answer. Chats land in the Inbox.
Where it is
- Settings → Website chat
- CRM → Inbox — Where website chats arrive (Web chat filter).
Settings for this
- Settings → Website chat — Live/Off, look, greeting, install code, AI receptionist, availability, chat hours and chat retention.
- Integrations → Inbox, SMS & phone — Auto-create a contact and follow-up tasks for new chats.
Set it up
- Open Settings → Website chat.
- Under Website chat widget, design it:
- Profile image (square, about 200×200), Team name and Colour.
- Welcome message and After-hours message.
- Launcher: Round bubble or Labelled bar, and its Launcher label (e.g. Chat with us).
- Opens as: Pop-up card or Full-height slide-out.
- Greet visitors automatically, with the Greeting and how long After they arrive.
- Press Save appearance.
- Under Install on your website, press Copy and paste the one line before the closing body tag. In Shopify that's theme.liquid, in WordPress the footer, and in Squarespace or Wix the code injection.
- Tick Live at the top. The widget stays hidden until you do.
How it answers
- AI receptionist on website chat: replies straight away, answers product and pricing questions from your catalogue, collects their details and, with Dealer Management, books service. It stops when a team member replies.
- Conversational details capture: skips the pre-chat form, so the AI asks for name, email and mobile as it goes. Quote requests and bookings still need contact details. Use it only with the AI receptionist on.
- Always show as available: never shows the offline greeting. Use it when the AI answers 24/7. Otherwise the widget follows your Chat hours (below).
Chat hours
Under Chat hours, tick each day you're open and set its opening and closing time (untick for Closed), then Save hours. Copy Monday to weekdays copies Monday's hours to Tuesday to Friday. They start as Monday to Friday, 8am to 5pm, and are in your business time zone (set in Settings → Business details).
The same hours decide when the widget shows you as online, the After hours only AI mode for SMS, after-hours voicemail on your business phone, and the opening hours the AI receptionist tells customers.
Team chat retention
The same page sets how long team chat messages are kept: Keep forever or Delete after N days, then Save settings.
If something's not right
- "Website chat is enabled per plan": it isn't in your plan yet. Contact BuildTrack support.
- The bubble doesn't show on your site: check Live is ticked and the snippet is on every page (usually in the footer).
- Chats aren't becoming contacts: turn on Auto-create a contact in Inbox settings.