> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/chat-widget/functionality.md).

# Functionality

Customize the behavior of your Chat Widget

{% hint style="info" %}
You can always setup complex workflows using Pylon's [Triggers](/pylon-docs/platform/triggers.md) that apply to just chat, or across all your issues.\
\
General support workflows like [CSAT](/pylon-docs/support-workflows/csat.md), [SLAs](/pylon-docs/support-workflows/slas-and-timers.md), and the [Support Agent](/pylon-docs/agents/support-agent.md) all can apply to Chat Widget as well.
{% endhint %}

Configure each widget in **Settings > Communications > Chat widget**. Within the chat configuration page, you can:

* Show different quick links to different users based on properties about them
* Hide or show the chat functionality to different users based on properties about them
* Hide or show the chat functionality when outside your support hours

You configure the widget's home screen on the **Modules** tab: knowledge base search, Chat, Bookmarks, and Ticket forms. Set the order of the Chat, Bookmarks, and Ticket forms modules under **Module order** on the **Styling** tab.

### Embedded Knowledge Base

Allow users to search for and view knowledge base content directly inside your app.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FpsPCWYQ1rmipVEkXeLjj%2Fkb_in_chat.gif?alt=media&amp;token=3c279b4d-b5c9-4744-b379-09ebc4c2420c" alt=""><figcaption></figcaption></figure>

Turn this on with **Enable search** under **Search knowledge base** on the **Modules** tab. If your organization has more than one knowledge base, choose which one the widget searches under **Knowledge base**.

When a user searches, the widget shows an **Ask AI** answer with its sources above the matching articles. Results can also include pages from external sites your knowledge base is set up to search.

### Chat Module

On the **Modules** tab, under **Chat**:

* **Enable Chat module** turns live chat on or off.
* **Chat title**, **Online message**, **Offline message**, and **Initial message** set the text users see when starting a chat.
* **Show chat module when off support hours** keeps chat available outside your support hours.
* **Past conversations preview** sets whether each past conversation on the home screen shows its **Last message** or its **Issue title**.
* **Hide issue numbers** hides issue numbers from your users.
* **Conditionally show Chat** shows chat only to users who match the filters you set.

### Bookmarks

Bookmarks are quick links on the widget's home screen. Group them into bookmark sets and add conditions to show a set only to certain users. Conditions are evaluated top-down, and users who match none see the **Default bookmarks**.

A bookmark's link can include account variables (account ID, name, domain, or an account custom field) so each customer goes to their own page. Bookmarks with variables only show to identity-verified users whose account has a value for every variable in the link.

### Embedded Forms

Embed your [Ticket Forms](/pylon-docs/support-workflows/ticket-forms.md) directly into your chat to allow users to submit async requests. Customize which tickets forms are visible to a user based on user or account properties.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FtXq344bAGX1CVsnByEz7%2FCleanShot%202025-04-16%20at%2018.07.11.png?alt=media&amp;token=d154e7f4-7fb1-44ca-9e26-175c299a77b2" alt=""><figcaption></figcaption></figure>

Group forms into form sets on the **Modules** tab. Like bookmark sets, they're evaluated top-down, and users who match none see the **Default forms**.

### Sync & Respond from Slack

Pylon offers two ways to manage chat conversations in Slack:

**Chat Support Channel** Set a dedicated Slack channel as your Chat Support Channel. This acts as a fallback channel where chat conversations will appear for contacts or accounts that don't have an associated shared Slack channel.

**Send to Shared Channel** Enable the "Send to Shared Channel" toggle to have chat conversations post directly to your customers' shared Slack channels when one exists. When enabled, this provides bidirectional sync of messages, files, reactions, and more between the chat widget and Slack in real-time.

To route only some accounts to their shared channel, add an account filter under **Send to Shared Channel**. With no filter, all eligible accounts are included.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F6wHpP6H7abLU59i6XoOs%2FCleanShot%202024-10-10%20at%2021.12.44%402x.png?alt=media&amp;token=bd463e27-8498-4dcb-89b4-20c4ae9db10c" alt=""><figcaption></figcaption></figure>

### Support Hours

Set custom chat widget support hours in Chat Widget Settings. Once enabled you will be able to set custom support hours that override your main support hours. Custom hours can be created [here](https://app.usepylon.com/settings/support-hours).

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FIvg28AUP3UWBZGtZdiEM%2FCleanShot%202025-11-06%20at%2011.51.19%402x.png?alt=media&amp;token=81ca7bdd-19fe-4f0c-be24-ac177b493d0b" alt="" width="563"><figcaption></figcaption></figure>

### Chat Bubble

Under **Chat bubble** on the **Settings** tab:

* **Show Chat Bubble**: turn this off to hide the bubble and open the chat yourself with the [JavaScript API](/pylon-docs/chat-widget/javascript-api.md#window-pylon-show).
* **Show Chat Bubble With Unread Messages**: when the bubble is hidden, show it anyway while the user has unread messages.

### Unread Message Emails

When a user leaves the chat with an unread reply, Pylon emails them after a few minutes. Turn this off with **Email customers about unread messages** under **Notifications** on the **Settings** tab if you'd rather handle follow-ups yourself. Choose which of your connected email addresses sends it under **Notification email**.

### Privacy Policy Link

Turn on **Display privacy policy link** and enter a **Privacy policy URL** to show a link to your privacy policy in the widget footer when a user starts a chat or form.

### Conversation Metadata

Pylon records details about where each widget conversation or ticket form submission came from in these issue fields:

* Page URL
* User Timezone
* Chat Widget App
* User Agent (hidden in the issue sidebar by default)
* Browser
* Operating System
* Device Type
* Device Model

Use these fields in [Triggers](/pylon-docs/platform/triggers.md), for example to route chats from a specific page or device type.


---

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