Implementation
How do I set up the IT support website widget?
To set up the Chatref IT support website widget, upload your help articles and FAQs into a new agent, copy the embed snippet from your dashboard, and paste it into your website’s HTML. Add custom actions to capture ticket details directly in the chat, and the AI agent will resolve common issues from your own content immediately.
1. Train the AI agent on your IT content
The support widget answers from your own documents, not the open web. Upload your IT knowledge base – help docs, troubleshooting guides, service catalogues, and standard operating procedures. Chatref reads them in minutes and grounds every answer in that content. There’s no prompt engineering or model tuning; just point it at your files and let the agent learn your business.
2. Embed the website widget
From your Chatref dashboard, navigate to the agent’s Widget tab and copy the JavaScript snippet. Paste it into the <body> of every page where you want the support widget to appear. The snippet loads asynchronously and won’t slow down your site. You can also allowlist specific domains so the widget only fires on your own properties, keeping the IT support experience secure.
3. Add custom actions to triage tickets
Set up custom actions to turn chat conversations into structured IT tickets without leaving the widget. For example, you can:
- Ask users to select a priority or category (network, hardware, software)
- Collect asset tags, employee IDs, or location
- Post the collected data to your internal ticketing tool via webhook
These actions run inside the chat and hand off a complete, tagged request to your team.
4. Go live and monitor
After embedding, test the widget in your staging environment. Verify that the agent answers from your uploaded docs and that custom actions trigger correctly. Once live, monitor conversations in the Chatref shared inbox. If a case needs human intervention, your support team can see the full thread and jump in without losing context.
FAQ
What are the benefits of a website widget for IT support?
A website widget puts instant, self-serve help right where your users work. It deflects routine tickets – password resets, VPN setup, printer issues – so your engineers spend less time on repeat questions. With every answer grounded in your own documentation, users get accurate, consistent guidance that reduces escalation and speeds up resolution.
How do I customize the widget?
In your agent’s settings, you can change the primary color, add your logo, and adjust the widget’s position and opening behaviour. No coding is needed – the changes apply instantly and match your IT service portal’s look and feel.
Can the widget handle multiple languages?
Yes, the support widget can answer in up to 11 languages from a single set of source content. Chatref automatically detects the user’s language and serves answers in that language, so your IT support works for distributed teams without maintaining separate knowledge bases.
Put this into practice
Chatref answers your customers from your own content, day and night. Add it to your site and go live in minutes – free to start.