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Chat Widgets let you embed a Decimal-powered AI support chat directly on your website. Customers can ask questions and get instant, grounded answers from your knowledge base: without opening a support ticket. Widgets work for both anonymous visitors and authenticated users.

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How It Works

When a customer asks a question through the chat widget:
  1. The AI agent searches your public sources of information for relevant context
  2. It generates a response in real time
  3. If the issue can’t be fully resolved, the customer can escalate to create a ticket in your connected ticketing system

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Browsing Widgets

The Widgets page displays all chat widgets for your organization. Each row shows the widget name, status (Active or Inactive), and created date. Click any widget to open its configuration page.

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Creating a Widget

Click the Create Widget button to get started. Enter a name for the widget and optionally specify allowed domains (e.g., example.com, docs.example.com) to restrict where the widget can load. After creation, you’ll be redirected to the widget configuration page.

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Widget Configuration

The configuration page is where you manage everything about a widget:
  • Installation: Copy the embed code snippet to add the widget to your site
  • Logo: Upload a custom logo to display in the chat header
  • Allowed Domains: Control which domains can load the widget
  • Identity Verification: Enable JWT authentication for verified user sessions
  • Escalation: Route unresolved conversations to your ticketing system (Plain, Pylon, or Linear)
  • Active / Inactive: Toggle the widget on or off at any time
A live preview of the widget appears on the configuration page so you can see changes in real time.