Tutorial & help

Getting started

From a new account to a working chat on your site in about five minutes.

Creating your account

1. Go to client.chatwidgex.com and choose Create an account.
2. Enter your company or store name, your name, your website, your email and a password of eight characters or more.
3. You land in your dashboard on the Free plan, ready to go.

Your first five minutes

1. Open Widget settings, pick your brand colour and write your greeting and away message. Save.
2. Open Install widget, copy the first snippet and paste it into your site (see Installing the chat). On Shopify, use the app instead.
3. Open Knowledge base and add your shipping, returns and sizing information — or import them from a PDF.
4. Keep the dashboard open in a browser tab. Your chat shows as online whenever someone on your team is signed in.

Signing in and resetting your password

1. Sign in at client.chatwidgex.com with your email and password. You stay signed in on that browser.
2. To reset your password, choose Forgot password?, enter your email and choose Send link.
3. Open the email, follow the link, type a new password and choose Save password.

Your name, password and photo

1. Open My account at the bottom of the sidebar.
2. Change the name visitors see above your replies, set a new password, or upload a photo. A friendly headshot makes customers more likely to reply.

Installing the chat

Two shapes, one conversation: a floating bubble, or the chat built into a page. Your snippets on the Install widget page already contain your own key.

Adding the chat bubble to any website

1. Open Install widget and copy the first snippet.
2. Paste it into your site template just before the closing </body> tag, on every page where you want the chat.

<script src="https://app.chatwidgex.com/widget.js"
        data-key="your-widget-key" async></script>

Embedding the chat inside a page

1. Copy the second snippet from Install widget.
2. Paste it where you want the chat to appear — a Contact page, a help page or a sidebar.
3. Set the height to suit the page; 480 to 640 pixels works well for most layouts.

<div id="chatwidgex" style="height:560px"></div>
<script src="https://app.chatwidgex.com/widget.js"
        data-key="your-widget-key"
        data-inline="#chatwidgex"
        data-bubble="off" async></script>

WordPress, Wix, Squarespace and other site builders

1. For the bubble, open your site settings and find custom code, footer code, header & footer scripts or code injection. Paste the first snippet there.
2. For the embed, edit the page, add an HTML, Code or Embed block and paste the second snippet into it.
3. On WordPress, a plugin such as “Insert Headers and Footers” makes adding the bubble easy.

Checking the chat is live

1. Open your site in a private or incognito window.
2. Find the bubble in the corner, or the chat box on your page, and send a test message.
3. Watch it arrive in your dashboard Inbox, then reply and see it appear in the widget.

Shopify

No code at all. Your dashboard, settings and billing all live inside Shopify admin.

Installing the app

1. Install ChatWidgeX from the Shopify App Store and approve it.
2. The app opens inside Shopify admin with the same Inbox, Knowledge base and settings as the web dashboard.

Turning on the chat bubble

1. In the app, click Turn on chat (or Turn on the bubble on the install page).
2. Your theme editor opens with ChatWidgeX Chat Bubble already switched on. Press Save.
3. The bubble now appears on every page of your store.

Adding a Chat Box to a page

1. In the app, click Add a chat box, or open Online Store → Themes → Customize yourself.
2. Open the page you want — Contact, a product page, a help page.
3. Choose Add block → Apps → ChatWidgeX Chat Box and drag it into place.
4. Set the height, width and spacing in the right-hand panel, then press Save.

Shoppers in every language

1. The chat automatically follows the language your storefront is showing, so a shopper on your French store sees the chat in French.
2. Switch on chat translation in Widget settings to translate the conversations too (see Translation).

Upgrading through Shopify

1. Open the Plan tab in the app and choose Unlimited.
2. Approve the charge in Shopify. It appears on your regular Shopify invoice, after your 14-day free trial.

Inbox: answering chats

Your conversation list on the left, the conversation on the right. The list updates live.

Replying to a chat

1. Click a conversation in the Open tab. The header shows the visitor's name, email and the page they are on.
2. Type your reply and press Enter to send. Use Shift+Enter for a new line.
3. Answering an unassigned chat makes it yours, and your teammates see your name on it.

Sending a photo or file

1. Click 📷 Photo to send an image (up to 2 MB) — it shows right in the chat.
2. Click 📎 File to send a PDF, Word, Excel, PowerPoint, text, CSV or RTF document (up to 10 MB).

Sending a help article into the chat

1. Click 📘 Push article above the reply box.
2. Search your knowledge base and click the article. The visitor gets a card they can open and read inside the chat.

Transferring a chat

1. Open the dropdown in the conversation header.
2. Pick a teammate from Online now or Offline. Teammates who are offline see it next time they sign in.

Emailing the transcript and closing

1. Click Email transcript to send the visitor a copy of the whole conversation.
2. Click Close when you are done. The chat moves to the Closed tab and reopens automatically if the visitor writes again.

Getting alerted to new messages

1. Allow notifications when your browser asks.
2. When the dashboard is in the background, the tab title flashes, a short sound plays and your computer shows a notification.

Visitors

A live list of everyone on your site right now, and the page each person is viewing.

Saying hi to a visitor

1. Open Visitors in the sidebar.
2. Find someone who has been on a product or pricing page for a while.
3. Click Say hi. The chat opens on their screen with your greeting.

Tickets

A ticket keeps a conversation going by email after the visitor has left your site.

Making a ticket

1. In a conversation with an email address, click Make a ticket.
2. Reply in the dashboard as normal. Your reply goes out as an email.
3. The customer replies from their own email, and the answer appears in the same conversation marked · by email.

Using ticket statuses

1. Change the status from the dropdown in the conversation header, or browse each status on the Tickets page.

Knowledgebase

Your help articles, searchable by visitors inside the widget and ready to push into any chat.

Adding PDF files

1. Open Knowledge base and choose Import a document.
2. Pick your PDF file. Its text is read out and laid into paragraphs as a new article.
3. Open the new article and tidy it up — remove page numbers or headers you do not want customers to see.
4. Tick Published and choose Save. It is now searchable in your widget.

Importing Word, text and CSV files

1. Choose Import a document, pick the file, review the article, tick Published and Save.

Writing an article

1. Choose + New article.
2. Write the title as the question a customer would ask, like “How long does delivery take?”.
3. Write the answer using the toolbar for bold, headings, lists, links and images. You can paste or drop images straight in.
4. Leave Published ticked and choose Save.

Publishing and unpublishing

1. Open the article, tick or untick Published, and save.
2. Unpublish seasonal notices and bring them back whenever you need them.

How customers search

1. Visitors open the Knowledge base tab in the widget and type their question.
2. Search matches by meaning, so your article is found even when they use different words. They see your article exactly as you wrote it.

Articles to write first

• Delivery times and costs
• Returns and refunds
• Sizing, fit or specifications
• Order tracking
• Your opening hours and how to reach you

Saved replies

Great answers to common questions, written once and used in two keystrokes.

Creating a saved reply

1. Open Saved replies and choose + New reply.
2. Give it a title, a one-word shortcut such as ship, and the reply text. Save.

Using a saved reply

1. In the reply box, type / to see your saved replies, or /ship to insert one straight away.
2. Add the customer's name or details, then send.
3. Prefer clicking? Use the 💬 Saved reply button above the reply box.

Translation

Chat with customers in their own language. The widget's wording appears in each visitor's language automatically.

Turning on chat translation

1. Open Widget settings.
2. Tick Translate chats automatically.
3. Choose Your team's language — the language you read and reply in — and save.

Chatting across languages

1. A visitor writes in their language. You see the message in yours, with their original underneath.
2. Reply in your own language. The visitor receives it in theirs, marked “Translated by DeepL”.
3. Want a single message in your language on demand? Click Translate under it.

Widget settings

How the chat looks and what it says. Changes reach your live site the moment you save.

Matching your brand

1. Pick a colour swatch, or use the colour picker for an exact brand match.
2. Choose Bottom right or Bottom left for the bubble.
3. Upload an avatar — your logo or a photo of your team.

Writing your greeting and away message

1. Header title — the line at the top of the chat panel, such as your shop name.
2. Greeting — the first thing visitors read. A question works best: “Hi! Looking for a size?”
3. Away message — shown when nobody is signed in. Say when you will be back.

Collecting name and email

1. Switch on Ask for name and email before chat starts to show a short form first.
2. Switch on Show a marketing opt-in box and write your own wording, such as “Email me new arrivals, about twice a month”.
3. Choose Save, then refresh your site to see the result.

Marketing & Mailchimp

Every email left in chat is collected for you, with marketing consent recorded.

Viewing and downloading your list

1. Open Marketing to see each email, name, consent and sync status.
2. Click Download CSV to take the list into any other tool.

Connecting Mailchimp

1. In Mailchimp, go to your avatar → Account & billing → Extras → API keys and create a key.
2. In ChatWidgeX, open Marketing, paste the key and choose Connect.
3. Pick the audience for your chat contacts and save. New contacts are added automatically, tagged chat.

Team

Up to five people answer chats, each with their own sign-in.

Adding an agent

1. Open Team and fill in the Add an agent card: name, email and a temporary password.
2. Choose Add agent and share the password with them. They can change it under My account.

Roles

Removing an agent

1. Use the remove control on their row in Team. Their past conversations stay in your history.

Plan & billing

Upgrading to Unlimited

1. Open Plan & billing and choose Choose Unlimited.
2. Enter your card on the secure checkout page.
3. Your 14-day free trial starts straight away; the first charge follows the trial.

Managing your subscription

1. Choose Manage billing / cancel to update your card, download invoices or change your plan.
2. Your articles, conversations and settings always stay with your account.

Watching your usage

1. The card at the top of Plan & billing shows chats, storage, translated chats and help-center lookups for the month.

Day to day

Online and away

1. Signed in to the dashboard means online: visitors see a green dot and a live chat.
2. When everyone signs out, the widget shows your away message and collects questions by email.

Answering from your phone

1. Open client.chatwidgex.com in your phone's browser and sign in.
2. Tap ☰ Menu to reach every page. Add it to your home screen for one-tap access.

A routine that works

• Opening up: sign in, answer anything from overnight, check open tickets.
• During the day: leave the tab open; when a question comes up a third time, write the article.
• Closing up: set anything pending to Waiting on customer, then sign out.