Live chat

Add the initdesk Live chat widget to your website so visitors can get instant help without leaving the page.

Live chat brings your Help Center into a small chat widget on your site. Customers can ask questions in plain language, search your published articles, and browse Help Center content directly from the page they are viewing.

The widget is installed with a single JavaScript tag and automatically follows your Help Center branding, including your primary color.

How it works

1. Copy your widget snippet from Help Center → Chat widget in initdesk.
2. Paste the script tag into your website, usually before the closing </body> tag.
3. The widget launcher appears on your website.
4. Visitors can open the widget, ask questions, and browse your published Help Center articles.
5. Live chat answers using your Help Center content, helping customers self-serve before they need to contact your team.

Installation

In initdesk, go to: Help Center → Chat widget

Copy the install snippet. It looks like this:

<script async src="https://YOUR-ORGANIZATION.kb.center/widget.js"></script>

Paste it into your website layout, tag manager, or app shell so it loads on the pages where you want the widget to appear.

The script loads asynchronously, so it does not block your page from rendering.

What Live chat uses

Live chat uses:

• Published Help Center articles
• Your Help Center structure and article search
• Your Help Center branding, including the primary color

Live chat does not use:

• Draft or unpublished articles
• Private internal notes
• External systems such as billing, orders, databases, or account data
• Human agent replies in this release

If you want the widget to answer a question, make sure the answer exists in a published Help Center article.

Branding

Live chat is designed to feel connected to your Help Center.

The widget can use your Help Center color, so customers get a consistent experience between your website, your Help Center, and the chat interface.

To update the color, go to: Help Center → Interface settings

Then update your Help Center primary color.

Tips for better answers

• First, publish your customers' most frequently asked questions in your Help Center.
• Keep articles focused: one question or task per article.
• Use clear article titles that match how customers ask questions.
• Update articles when pricing, setup steps, policies, or product behavior changes.
• Test the widget on your website after installing the snippet.

Good starting articles include:

• Login and account access
• Billing and invoices
• Setup and onboarding
• Troubleshooting
• Product limits and policies

Current limitations

Live chat does not hand off conversations to human agents yet.

If a customer needs help beyond the answer provided in the widget, they should use your existing support flow, such as opening a ticket, emailing your team, or submitting a support request through your Help Center.

Human handoff from the widget is planned for a future release.

Notes

• Live chat answers are based on the information available in your published Help Center articles.
• Review sensitive topics such as billing disputes, legal questions, and security issues through your team workflow.
• Repeated unanswered questions are a strong signal that you should add or improve an article.