The website widget is configured in Support > KB > Design and stored in KbSettings. Each visitor chat is a WidgetConversation. Cortex answers first from your Knowledge Base; on escalation, the conversation becomes a ticket and (optionally) a live chat.
Conversation lifecycle
- status: ACTIVE, ESCALATED, RESOLVED or ABANDONED.
- mode: AI (bot answering), WAITING (queued for an agent), LIVE (agent replying), CLOSED.
- unresolvedCount rises each time the AI reports it could not answer; crossing the threshold auto-escalates.
- ticketId is set when the conversation becomes a ticket.
- Identity confidence: VERIFIED (signed-in or HMAC-signed), PROVIDED (typed email) or ANONYMOUS.
Set up
- 1Open Support > KB > Design and enable the widget (widgetEnabled).
- 2Set brand color, position (left/right), shape, greeting and expected reply time.
- 3Configure launchers (chat, URL or ticket) and proactive teaser bubbles.
- 4Copy the embed snippet into your website.
- 5Test: ask a question covered by an article, then ask for a human.
What agents see
- A new website chat creates a ticket and notifies agents internally.
- The visitor's opening message is shown; the internal opener note is hidden from customers.
- Escalation lands in the admin-chosen queue.
Enable email identity verification (signed identity) on your site to get VERIFIED contacts; otherwise anyone can claim any email in chat.