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Support & Widget

Embeddable live chat widget with knowledgebase articles, ticket management, and canned responses for your customer support team.

Overview

The Support module connects your website visitors directly to your team. It combines a live chat widget, a knowledgebase, a ticket system, and canned responses into one seamless experience. Visitors get help immediately, and your team manages everything from the CRM.

Live Chat Widget

Setup

  1. Go to Support → Widget Settings
  2. Configure your widget:
    • Primary Color — Matches your brand
    • Position — Bottom-right or bottom-left
    • Welcome Message — First message visitors see
    • Offline Message — Shown when no agents are available
    • Auto-open Delay — Automatically open the widget after N seconds
    • Initial Tab — Start with Chat or Knowledgebase
    • Locale — Language setting
  3. Copy the embed script and paste it into your website's <head> tag
  4. The widget appears as a branded chat bubble on your site

Conversation Flow

  • Visitors click the chat bubble to open the widget
  • They fill in their name and email to start a conversation
  • Messages are sent and received in real-time (polling-based)
  • Conversations appear in your CRM under Support → Conversations
  • Your team can reply from the CRM dashboard

Ending Conversations

When a conversation is resolved, the visitor or agent can end it. Ended conversations are marked as Resolved and can be reviewed later.

Knowledgebase

Create and manage self-service articles that visitors can browse directly in the widget or on a standalone knowledgebase page.

Creating Articles

  • Go to Support → Knowledgebase
  • Click New Article
  • Write with the built-in WYSIWYG editor (bold, italic, headings, lists, blockquotes, code blocks)
  • Set an excerpt for search previews
  • Assign a category for organization
  • Choose visibility: Public (visible in widget) or Internal (staff only)
  • Publish immediately or save as draft

Widget Integration

When visitors switch to the Articles tab in the widget, they can browse the 10 most recent public articles or search by keyword. Clicking an article shows the full content.

Canned Responses

Create reusable message templates for common questions:

  • Define a title, shortcut (e.g., /greeting), and content
  • Organize by category for easy discovery
  • Quickly insert into conversations to save typing time
  • Consistent responses across your support team

Visitor Identification

You can identify known visitors from your website using the DoaversWidget.identify() JavaScript API:

DoaversWidget.identify({
  externalId: "cust-123",
  name: "John Doe",
  email: "[email protected]"
});

Identified visitors have their name and email pre-filled in the widget, and conversations are linked to their visitor profile.