Customers
Chat widget
A conversation panel for your own website, which never pretends somebody is watching it.
A bubble in the corner of your website that opens into a conversation. What people write arrives in the inbox; when they leave an address it becomes a contact, and the transcript is filed on their timeline when the conversation closes.
It never says anybody is online
Nothing here knows whether the inbox is anybody's job this afternoon, so the panel makes no claim that it is. A widget that says we are online to somebody who is then not answered costs more goodwill than having no widget at all — they typed a question, watched nothing happen, and concluded they were ignored. What it says instead is what actually happens: the message is kept, a reply appears in the panel, and if they leave an address the reply can reach them.
The address comes second
Somebody types their question first. Only then does the panel ask where to reply if they have gone — and it is skippable. A form in front of the message box is friction at the moment people are most likely to give up, and the enquiries it loses are the ones you never hear about.
A visitor who will not leave an address still gets answered in the panel. Refusing to talk to somebody until they identify themselves turns a chat widget into a lead-capture form with a speech bubble on it.
What happens to a conversation
- 1
It arrives in the inbox
Whose turn it is is worked out from the conversation itself rather than stored, so a thread answered an hour ago never sits in the queue claiming to need a reply. Answering one claims it — there is no assignment step, because an assignment step is one nobody performs.
- 2
An address becomes a contact
Matched against who is already there, filled in where blank and never overwritten. Whatever they ticked becomes a consent record, stored with the wording they were shown — and an unticked box is a recorded refusal, not an absence.
- 3
Closing it files the transcript
One entry on the contact's timeline, dated when the conversation started. One per message would bury everything else that ever happened with that client under a single afternoon. Where nobody left an address nothing is filed, and the product says so rather than reporting success.
The script on your site
This is the one thing in this product that asks you to run our code on your own website. Everything else embeds as an iframe, deliberately — but a bubble that grows into a panel needs something on your page to resize the frame, and only a script can do that.
So here is all of it. It creates one iframe, listens for messages, ignores every message that did not come from that iframe, and sets its width and height. It reads nothing else on your page — no cookies, no storage, no form values — and sends nothing anywhere. Everything with an opinion about how the panel looks lives inside the frame, on our origin, where your page cannot reach it and it cannot reach your page.
Handing it to the service desk
Some conversations turn out to need a clock, a queue and somebody accountable for answering. One action on the conversation raises a ticket from it, with the visitor as the requester where they left an address.
The transcript is not copied across
The ticket points at the conversation and the conversation points back. Two copies of one exchange drift the moment somebody adds to either, and then nobody can say which is the record. It is also why this inbox was kept deliberately narrow — it folds into the desk rather than needing to be unpicked first.
Conversations last as long as the tab
The visitor's side is remembered in session storage rather than a cookie, so nothing of ours is sent to your own server and you need no extra banner for it. Somebody who closes the tab and comes back starts a new conversation — which is why the address matters, and why the panel asks for it.
What it does not do
- No online or away status, and no typing indicator. Both would be claims about whether somebody is there, and nothing here would make them true.
- Nothing emails you when a message arrives. Watch the inbox, or the conversation waits.
- A reply reaches somebody who has closed the tab only if they left an address — and even then, it waits in the panel rather than being emailed to them.
- No file transfer, no images, no formatting. Plain text both ways.
- There is no bot, no canned-reply menu and no routing to a particular person.
- One panel per organisation. It cannot say something different on two of your sites.