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Version: 10All Creatio products

Set up the web chat channel

The web chat channel lets you chat with website visitors in real time without leaving Creatio. Set it up from the Add channel mini-page in the Customer Communication Hub — Creatio validates the setup, registers the channel, and generates its embed code automatically.

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The web chat channel is delivered as part of the Web Chat app, available in Creatio Sales, Creatio Service, and Bank.AI. For other Creatio products you can install the app manually. The Web Chat app requires the Customer Communication Hub app.

Agents process the resulting chats in the Agent Inbox, provided by the Contact Center app.

Make sure you have the "Can manage chats" permission. If you plan to use AI in the channel, seed your knowledge base first so the AI has content to answer from.

Before you begin, make sure the following system settings are populated:

  • "Identity server Url" (IdentityServerUrl code)
  • "Identity server client id" (IdentityServerClientId code)
  • "Identity server client secret" (IdentityServerClientSecret code)

If any of these settings are empty, contact Creatio support.

Create the channel​

  1. Open the Customer Communication Hub section from the Contact Center Supervisor, Case Management, or Service workplace.

  2. Open the Manage channels toggle panel and click Add channel → Web chat to open the mini-page.

  3. Review the pre-filled fields on the mini-page and change only what you need to set the channel details.

    Most often, this means uploading your company logo (PNG or SVG, transparent background, 80×80 px) and setting the primary color. You can also change the chat queue and welcome message. Creatio names the channel "Web chat" automatically — change the name later, on the General Info tab of the channel's settings page.

  4. Click Next to continue to the AI setup.

  5. Keep or adjust the AI settings for the channel. (Optional)

    Out of the box, the Use AI in the channel checkbox is selected, with the "Sofia, AI assistant" personality, a friendly tone of voice, and the Customer Support Agent connected. You can change any of these before finishing.

  6. Click Finish to add the channel.

  7. Click Test in preview mode to open the channel's settings page and try the widget live. (Optional)

    Send a message and see the reply immediately. Use this to confirm the branding, the welcome message, and, if enabled, the AI before you go live.

As a result, Creatio creates the web chat channel and generates its embed code. Test it anytime in preview mode, then go to the channel's settings page to add the widget to your website.

Edit the channel​

  1. Open the Customer Communication Hub section from the Contact Center Supervisor, Case Management, or Service workplace.

  2. Click a channel in the list to open its settings page.

  3. Use the Channel status card above the tabs to activate or deactivate the channel. (Optional)

  4. Click the General Info tab to update the channel name, chat queue, or language. (Optional)

  5. Click the Appearance tab to update the widget's branding. (Optional)

    Change the primary color, logo, welcome message, and header title against a live preview of the widget. The header title supports multiple languages, so each visitor sees it in their own language. A PNG or SVG logo with a transparent background, 80×80 px, looks best. Use the Layout expanded list to set whether the chat button appears on the left or right of the page and its spacing from the screen edges.

  6. Click the Installation tab to manage the embed code and allowed domains.

    Copy the embed code and paste it on your site just before the closing </body> tag. Add your site's domain to the allowed domains list before you go live — the widget doesn't load anywhere until you do. You can also embed the same widget inside a mobile app through a WebView; it loads in full-screen mode suited for in-app use, and the same embed and allowed-domains rules apply.

  7. Click the Security tab to update the privacy notice and policy URL. (Optional)

    The privacy notice text appears in the widget footer and can be localized per language. The privacy policy URL must start with http:// or https://.

  8. Click the AI Automation tab to adjust the AI personality or audience rollout. (Optional)

    The Audience rollout percentage sets the share of incoming chats AI handles; the rest go straight to agents.

  9. Save your changes in the top panel.

As a result, Creatio applies your changes to the live widget. If you added your site's domain and pasted the embed code, visitors on that site can now start chatting through the widget.

Additional web chat settings​

The web chat widget is cloud-hosted. Visitors and agents can exchange files and images, and visitors can add emojis to their messages. Out of the box, the maximum attachment size is 10 MB, controlled by the "Attachment max size" system setting — even if you raise it, the chat applies a hard cap of 25 MB. Disallowed file types are controlled by the "File extensions deny list" system setting.

The agent "typing" indicator timeout is controlled by the "Web chat agent typing timeout (ms)" system setting. It defaults to 5000 ms when not set, and the widget enforces a 5-second minimum. The "Web chat default logo" system setting sets the logo assigned by default when you create a new channel, used until you upload your own.

See also​

Set up chat routing

Set up chat processing

Set up the WhatsApp channel

Set up the SMS channel

Set up the Telegram channel

Set up the Facebook Messenger channel

Set up Telegram integration

Set up WhatsApp integration

Set up Facebook Messenger integration

Set up SMS channel integration

Set up Ada AI chatbot

Resources​

Tech Hour - Web Chat Channel