Customize Embedded Chat

Take full control of the Embedded Chat experience from the static help button to post-chat stages. Use customizable parameters in the code snippet. Expand functionality by passing nonstandard pre-chat details. Set direct-to-button routing and allow pre-chat fields to fill automatically. Implement your own HTML and CSS code and more.

The legacy chat product is in maintenance-only mode, and we won't continue to build new features. You can continue to use it, but we no longer recommend that you implement new chat channels. Instead, you can modernize your customer communication with Messaging for In-App and Web. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time.

Important

Here are the five stages of Embedded Chat to consider when using these developer guidelines.

Graphic of five stages of Embedded Chat, including static help button, pre-chat, waiting to chat, chat, and post chat.

An additional stage to consider if you’ve activated offline support.

Embedded Service Chat for Web Developer Guide

Customize Embedded Chat