The chatbox

Overview

The launcher is a round button in a corner of the page; the chatbox is the card that opens from it. Both are drawn by a small loader script on your page, and the card itself runs in a frame served by Sellio, so your site’s styles cannot break it and it cannot read your page. The visitor’s conversation is remembered in their browser, so they pick up where they left off on their next visit, and it is available in English, French, German, Spanish, Arabic, Japanese and Korean.

The tabs

A tab with nothing to show is hidden: a workspace with no articles has no Help tab.

In a conversation

• Typing and presence. The visitor sees when an agent is typing, and the header shows who is replying, with their name and picture.
• Attachments. Images, PDFs, text, audio and short video, up to 5 MB each, from the paperclip. Agents see them in the inbox and can send files back. GIFs from the picker send as images. Attachments can be switched off under Settings, then Behavior.
• Voice. With audio allowed, the visitor can record a voice message. With an active AI agent, they can also talk to it: a voice mode that listens, answers aloud and listens again, hands-free.
• Ratings. A star card appears when a conversation is closed, when the AI resolves one, or when an automation asks; the answer and comment feed CSAT in analytics.
• Transcript. From the menu in the header, the visitor can download the conversation as a text file.
• Replies from Slack, Discord or Teams arrive as agent messages, with a small mark showing where they were written.

The AI agent in the chatbox

With an active agent, the first reply to a new message comes from it, within a few seconds, grounded in the knowledge you gave it; see AI agents. It hands over to your team when its confidence is low, when the visitor asks for a person, or when a teammate joins, and the thread shows the switch. On the Plus plan it can offer to raise a ticket in the chat when it cannot resolve something: the visitor confirms or edits the draft and the ticket appears in the inbox with the transcript.

Who the visitor is

Two ways the chatbox learns a name. The pre-chat form (Settings, then Behavior) asks for name, email and phone, either as soon as the chatbox opens or after the first message; if skipping is allowed, a standing offer stays above the composer so they can fill it in later. Or your site tells it with setVisitor when the visitor is signed in (Widget JavaScript API), and a signed userHash stops that being spoofed (Identity verification). Whatever is learned goes onto the contact.

Limits and rules

• The rate limit (Settings, then Rate limit) caps how many messages a visitor can send in a window and shows them a cool-down card.
• Visibility rules (Settings, then Visibility) decide on which pages, days, countries and devices the launcher appears at all.
• Hide when away removes the launcher when nobody is online; otherwise the chatbox stays and says when to expect a reply, from your office hours.
• Only the origin of the page that loaded the widget can drive it; the frame ignores messages from anywhere else.