Website Chat
Admins configure a public Website Chat vanity link and (when ready) an embed snippet under Settings → Channels → Web → Website Chat. Visitors open a hosted start page or your site launcher; agents handle the thread in the Unified Inbox as Web.
Only Admins can change Website Chat settings. Others see: Only Admins Can Change Website Chat Settings.
Branding, Continue on Web defaults, and presence live on the General tab — Web Chat Settings.
Open Website Chat
- Sign in to app.kazenly.com.
- Open Settings → Channels → Web.
- Select the Website Chat tab (next to General).
Unsaved edits show a sticky bar: 1 Unsaved Change / N Unsaved Changes, with Discard and Save Changes (Saving…). Success: Website Chat Settings Saved. Switching tabs with unsaved changes prompts Unsaved Changes · Discard and Switch / Stay. Reload is blocked until you save or discard (Discard or save changes before reloading).
Status
The header shows a status pill and short detail:
| Status | Meaning |
|---|---|
| Not Set Up | Add a Privacy Policy URL and at least one approved origin |
| Ready to Enable | Privacy URL and origin are set — use Enable when ready |
| Live | Visitors can start chats from your site |
| Paused | New chats are paused; existing chats continue |
| Limited | High traffic busy message, or circuit open blocking new starts |
Setup Checklist
Collapsible Setup Checklist (or Setup Complete when done), with a count such as 3/4:
| Step | Notes |
|---|---|
| Privacy Policy URL | Auto |
| At Least One Approved Origin | Auto |
| Enable Website Chat | Auto |
| Copy Install Snippet | Manual — Manual step — copying marks this done. It does not verify the snippet is on your site. |
Enable · Pause · Rotate
Instant actions on the status card (not part of the sticky save):
| Action | Confirm | Success |
|---|---|---|
| Enable | Enable Website Chat? — This registers with the control plane and turns on new visitor starts. Existing chats are unchanged. · Enable | Website Chat Enabled. |
| Disable | Disable Website Chat? — Stops new chats via the vanity link. Existing open chats keep working. · Disable | Website Chat Disabled. |
| Pause New Chats | Pause New Chats? — Blocks new Website Chat starts only. Existing chats continue. · Pause New Chats | New Chats Paused. |
| Resume New Chats | Resume New Chats? — New visitors will be able to start Website Chat again. · Resume New Chats | New Chats Resumed. |
Enable stays disabled while status is Not Set Up.
Rotate Keys (separate card — takes effect immediately):
| Action | Confirm | Success |
|---|---|---|
| Rotate Attest | Rotate Attest Secret? — Edge signatures refresh within about two minutes… · Rotate Attest | Attest Secret Rotated. |
| Rotate Link Key | Rotate Vanity Link Key? — A new link is issued. The old link keeps working for 7 days… · Rotate Key | Vanity Key Rotated. |
Link & QR
| Control | Notes |
|---|---|
| Vanity Link | Read-only public URL. Placeholder before enable: Enable Website Chat to Generate a Link |
| Copy | Copies the link. Screen reader: Link Copied / Copy Failed |
| Previous link | When a key was rotated: Previous Link Works Until … |
| Hint | Anyone with this link can open the form (treat as public). |
| QR | Website Chat QR Code image, or No QR Yet |
| Download PNG | Saves kazenly-website-chat-qr.png |
Privacy · Notice · Expectation
| Field | Notes |
|---|---|
| Privacy Policy URL (Required to Enable) | HTTPS URL visitors can open |
| Notice Text | Shown on the start form (placeholder By continuing, you agree to start a support chat.) |
| Expectation Text | Reply expectation (placeholder We typically reply within a few minutes.) |
Approved Website Origins
One origin per line (for example https://www.example.com). Hint: LMS origins are managed separately.
The origin you embed on must appear here, or the launcher refuses silently.
Abuse Limits
| Control | Options |
|---|---|
| Preset | Relaxed · Balanced · Strict |
| Overrides | IP Attempts / 15m · IP Attempts / 24h · IP Success / 15m · IP Success / 24h · Tenant Attempts → Escalate / 15m · Tenant Attempts → Busy (L22) / 15m — blank = Preset Default |
Routing
Queue routing is not available for Website Chat yet.
| Field | Options |
|---|---|
| Route Mode | Unassigned (Open Pool) · Default Assignee |
| Default Assignee | Agent list when mode is Default Assignee (Select Agent…) |
Preview
Opens the real start page (not a mock). Enable Website Chat first. When enabled, an iframe shows the live vanity start page. Otherwise: Preview Unavailable Until Website Chat Is Enabled with a Privacy URL.
Install Snippet
Card title: Install Snippet.
Until gates pass, the card lists what is still missing. Typical requirements include enable, privacy URL, approved origins, and that new chats are not paused.
When ready:
| Control | Notes |
|---|---|
| Pinned Loader Snippet | Default paste-ready HTML |
| Show Floating Alias Snippet | Toggle alternate floating launcher HTML |
| Copy Snippet | Copies the active HTML (Snippet Copied / Copy Failed) — also ticks the checklist Copy Install Snippet step |
Guidance on the card:
- Paste unedited; origin must be in Approved Website Origins.
- Install check / last-seen origin is a spoofable hint, not proof of ownership.
- Closed-launcher unread badge stays off on a brand-new chat until the visitor sends a first message and an agent replies; then reload the host page (or remount the snippet) so the one-shot unread check can run — it does not poll.
Inbox behaviour
Website Chat threads appear as Web. Pure website-widget threads use Need Attention (not Follow Up / Waiting on Web). Unverified website rows may show Website · Unverified. Details: Web Threads in the Inbox.
Related Articles
- Web Chat Settings — General tab (branding · WhatsApp → Web · presence)
- Web Threads in the Inbox
- Start and Continue on Web
- Settings