The web chat widget and contact forms

The web chat widget is the chat launcher you embed on your website. It gives visitors somewhere to ask a question without leaving the page, and what they send arrives in Auralis as a ticket with source web widget.

The widget is configured under Channels → Web chat, which is an admin area. A live preview sits alongside the settings, so you can see the effect of each change as you make it rather than by reloading your own site.

There are five tabs.

Content

This tab decides what the widget contains and what it says.

The widget is built from modules — Home, Messages, Help and Updates — and you control which appear and in what order. A widget that is purely a support channel might show only Messages; one that is meant to deflect common questions will put Help forward.

You also set the agent name visitors see, the greeting that opens the conversation, an introduction, the languages the widget offers, and when the launcher is visible.

Styling

The appearance settings: theme, primary colour, background colour, logo, avatar, header text, and the launcher's position and spacing on the page. The aim is that the widget reads as part of your site rather than as something bolted onto it, so these are worth matching to your existing brand rather than leaving at their defaults.

Conversations

Here you set conversation starters — up to ten suggested prompts shown to a visitor who has opened the widget but does not know what to type. These are one of the highest-return settings in the whole widget, because a visitor presented with "Where is my order?" will click it, and you get a well-formed question instead of "hi".

This tab also sets the reply tone.

General and Install

Install gives you the code to put on your site, in three forms: a plain script tag, a React and Next.js snippet, and instructions for WordPress. It also has an agent picker, which is where you choose which AI agent answers in the widget.

Give the snippet to whoever manages your website. It goes on every page you want the launcher to appear on, which for most sites means the shared template rather than individual pages.

What happens to a conversation

A widget conversation can be handled by an AI agent, by a person, or by both in sequence. When an AI agent cannot finish a conversation it hands over, and the resulting ticket carries that context — the ticket's conversation view shows that the agent handed it over, along with a disclosure of what the AI knew at the time.

Live chats are treated specially in the inbox. A ticket with a live session waiting sorts to the top of the list regardless of the sort order you have chosen, because somebody is sitting on your website waiting for a response. Your presence and a live-chat counter are shown in the inbox header, and there are inbox views for AI-answered, AI-resolved and AI-unresolved conversations and for web chats specifically.

Contact forms

If you want a structured form rather than a chat, that is a separate channel. A contact form is a form you build field by field — short text, paragraph, email, phone, dropdown and checkbox — with a title, a URL slug, a description, a submit button label and a success message. Auralis gives you both a public link and an embed snippet.

Submissions arrive as tickets with source contact form. When building the form, note the reserved keys for email, name, subject and message: mapping your fields to those means the submission populates the ticket properly instead of arriving as an undifferentiated block of answers.