Before you install
Complete Setting up brand chat, refresh its knowledge index, and test representative questions.
Website chat has its own Keys and Install tabs. The main Surfaces connection wizard creates a server-side key for page summaries; it does not install chat.
Add chat to your website
- Open Website chat → Keys and create a key for your website domains.
- Open Install. The new key is filled in automatically during the same visit.
- Choose how the visitor's browser remembers the conversation: for the current tab, across visits, or not at all.
- Decide whether to share the page's URL path, title, and meta description with chat. Turn page context off on private or sensitive pages.
- Copy the script into your site's template or approved script manager, then publish the website change.
The browser key is visible in the page source. Use a chat-only key restricted to your website domains. Domain restrictions limit normal browser use; they do not replace rate limits or prevent all automated abuse.
Verify the installation
Open the published site at an allowed domain. Check the launcher, greeting, contact link, cited sources, and a follow-up question. Repeat on a phone and with keyboard navigation. Confirm that paused chat cannot send a new message.
By default, chat saves history for the current browser tab. Clear conversation clears that browser's saved chat. It does not delete records on the server. Berchtold records answers, feedback, and questions it could not answer. Explain this in your site's privacy notice.
Improve answers after launch
Insights shows feedback and gaps in your content. Turn common gaps into draft FAQs. Check the facts before you approve them. Quality checks helps you review more sample answers.
The contact button opens the page you chose. Chat does not yet have a shared inbox or lead form. It cannot pass a chat to a team member.
Troubleshooting
- Widget missing: check the script, brand slug, key, allowed domains, and whether chat is enabled. A revoked or invalid key hides the widget.
- Replies unavailable: check Visitor replies, the account plan, and the service status. Paused replies still allow the configured contact link.
- Outdated or missing answers: check Sources, refresh Knowledge index, and test the same question in Playground.
- Blocked by your site's security policy: ask your developer to check the script, API calls, and styles. See the setup guide for the hosts to allow.