AI Chat Widget

Put your assistant on your website. It answers visitors from your knowledge base and turns them into leads.

What it does

The chat widget is a small bubble on your own website. A visitor clicks it, asks a question, and gets an answer written from your knowledge base: your prices, your policies, your delivery areas. If the visitor seems interested, the assistant asks for their details, and those details arrive in AIM Automate as a lead your workflows can follow up on.

Setting it up

1. Fill in your knowledge base first. Add your website under Setup → AI Knowledge Base → Website sources, or write FAQs by hand. The widget can only answer from what's there.
2. Create a widget under Setup → AI Chat Widget, then Widgets → New widget.
3. Customise it: assistant name, welcome message, colours, position, how it behaves on phones, and when to ask for contact details. The live preview updates as you type.
4. Install it. Open Install code, copy the one-line snippet, and paste it into your website just before the closing </body> tag. There are step-by-step notes for WordPress, Shopify, WooCommerce, Magento, single-page apps and plain HTML.
5. Test it. On the same page, enter your website address and click Test installation. We'll tell you whether the snippet is live.

Suggested questions

Add three or four questions visitors really ask. They appear as tappable chips when the chat opens, and they're the quickest way to get someone talking.

Capturing leads

Choose when the assistant asks for details:

• Never: answers only, no form.
• Before the chat starts: the most leads, but fewer people start chatting.
• After the first message: the usual choice.
• After a number of messages: for longer conversations.
• When the AI detects buying intent: asks only when the visitor sounds ready.

A visitor has to leave an email address or a phone number. With a phone number we also create a contact you can message on WhatsApp. With only an email, the person is saved under Manage Leads → Leads.

Connecting it to your automations

Each of these widget events can start a workflow:

• a conversation starts
• a message comes in
• an intent is detected (pricing, demo, support, complaint and so on)
• a lead is captured
• the visitor asks for a person
• a conversation ends

So "a visitor asks about pricing, a lead is created, they get a WhatsApp follow-up and your team is told" is a workflow you set up yourself, not a custom project.

Knowledge gaps

When the assistant can't answer something, the question is saved. Knowledge gaps lists them by how often they were asked, with an Add to knowledge base button that fills in the question so you only have to write the answer. Going through this list once a week is the best way to make the widget better.

Keeping answers honest

The assistant is told to answer only from your knowledge base, never to invent prices, policies or availability, and to ignore instructions typed in by visitors. If it isn't confident, it says so and offers to put the visitor in touch with your team.

Use Answer confidence to tune this:

• Strict answers only when it finds a close match.
• Balanced is the recommended middle ground.
• Flexible will also answer from loosely related content.

Good to know

• Once you're live, limit the widget to your own websites in the Domains tab. The install snippet is visible to anyone who views your page source, so this stops it being used elsewhere.
• Turn on Offer "talk to a human" with your WhatsApp number so nobody hits a dead end.
• Switch on visitor ratings (👍 / 👎) and check them in the chat transcripts. A thumbs-down usually points to a knowledge article that needs editing.