Question 1

What are Widgets?

Accepted Answer

Widgets are embeddable AI agents you can add to your website. Text widgets provide a live chat interface where visitors type messages and receive AI responses in real-time. They support appointment booking, ticket creation, knowledge base search, and custom integrations.

Question 2

How do I create a Widget Agent?

Accepted Answer

Widget agents are created separately from phone agents. Go to Text in the sidebar (under Widgets), click Agents, then Create New Employee. Fill in the Name, Description, Greeting, System Prompt, and Language. Configure features (appointments, tickets, knowledge base), then click Create. Your widget agent is now ready to embed on your website.

Question 3

How do I embed a widget on my website?

Accepted Answer

After creating a widget agent, go to Text, then Agents, find your agent, and click the embed or code icon. Copy the provided script tag and paste it into your website HTML before the closing body tag. Two embed modes are available: Floating Bubble (a chat bubble that expands into a panel on click, with customizable panel width and height) and Inline (embedded directly into a specific area of your page). The widget automatically adapts to your site's layout and works on mobile devices.

Question 4

What is domain whitelisting?

Accepted Answer

Domain whitelisting controls which websites can use your widget, preventing unauthorized sites from embedding it. Edit your widget agent, find the Allowed Domains section, add each domain where the widget should work (e.g., example.com, app.example.com), and save changes. If no domains are whitelisted, the widget works on any website. Once you add at least one domain, the widget only loads on listed domains.

Question 5

How do I customize the widget appearance?

Accepted Answer

Text widget customization options include: primary color, background and text colors, widget title, avatar, welcome message, placeholder text, show typing indicator, position (bottom-left or bottom-right), and bubble size (small, medium, or large).

Question 6

Can widgets book appointments?

Accepted Answer

Yes. Widget agents can book appointments just like phone agents. Configure duration, buffer time between appointments, calendar or calendar group, booking advance days (default 60), minimum booking notice, and optional per-day appointment hours. Email confirmations (Google Calendar invite) and SMS confirmations can be enabled. Allow Cancellation and Allow Rescheduling can also be toggled. The AI checks availability for specific dates/times or helps find open slots based on customer requests.

Question 7

Can widgets create support tickets?

Accepted Answer

Yes. Enable ticket creation in widget agent settings. Configure default priority, priority keywords that auto-escalate, require email (AI must collect and confirm email before creating a ticket), ticket lookup (AI can look up existing tickets by email), allow resolution (AI can mark tickets resolved when customer confirms), and auto-suggest ticket (AI offers to create a ticket after a set number of exchanges). Tickets from widgets show "Text Widget" as the source.

Question 8

How does the Knowledge Base work with widgets?

Accepted Answer

Widget agents can search your Knowledge Base to answer questions just like phone agents. Edit your widget agent, select one or more Knowledge Bases, and save changes. When a visitor asks a question, the AI automatically searches the Knowledge Base, uses relevant information to formulate accurate responses, and always searches before saying it does not know. If no relevant info is found, the AI offers alternatives like creating a ticket or providing an escalation number.

Question 9

What is the escalation phone number?

Accepted Answer

Since widgets cannot transfer calls like phone agents, you can configure an escalation phone number instead. The AI provides this number when a customer asks for a human, when the AI genuinely cannot resolve the issue, or when the customer seems frustrated. The AI always tries to help first but will not force it if the customer clearly wants a human. Set the escalation phone number in widget agent settings under Escalation.

Question 10

How does the AI handle conversations on widgets?

Accepted Answer

Widget agents follow the same conversation patterns as phone agents. The AI always searches the Knowledge Base before saying it does not know, maintains a helpful and friendly tone, uses the customer's name when provided, asks "Anything else?" after completing a task, and responds with a brief closing when the customer says thanks or goodbye. When collecting email addresses, the AI automatically removes accidental spaces, converts to lowercase, and validates the format.

Question 11

Where can I see widget conversation logs?

Accepted Answer

Widget logs are separate from phone call logs. Go to Text, then Logs in the sidebar to see status, message count, costs, and escalations. Click a conversation to see the full chat transcript.

Question 12

How are widget conversations billed?

Accepted Answer

Text widgets are billed per message at EUR 0.03 per message (default). View widget usage and costs in the Billing dashboard. Enterprise customers may have custom negotiated rates.

Question 13

Can I use widgets alongside phone agents?

Accepted Answer

Yes. Widgets and phone agents are fully independent. You can use both together with phone agents for calls and widgets for website visitors. Both support the same features (appointments, tickets, knowledge base) and share the same calendars, knowledge bases, and integrations. Each has its own conversation history and analytics.

Question 14

What Property Management features are available for widgets?

Accepted Answer

Widget agents support Property Management features including tenant identification (by unit number or name), maintenance request collection (category, urgency, description, permission to enter, pets, preferred times), maintenance status lookup for existing requests, emergency escalation for 8 emergency types (flooding, fire, gas leak, no heat, sewage backup, break-in, carbon monoxide, other), 911 advisory for life-threatening situations, and knowledge base for policy and lease questions. Unlike phone agents, widgets cannot identify tenants by phone number and will ask for unit number instead.