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The Chat Widget answers the people using your product, through the widget you embed on your site. It’s the only one that talks to end users without a teammate in between, so its tone and voice is worth setting deliberately rather than leaving on the default. Open Agents and select Chat Widget, where you can configure its tone and voice. For the requests your team handles the same way every time, a policy takes the agent through your procedure step by step instead of leaving it to answer from your knowledge base. Everything else about the widget lives under Chat Widgets: installing it, verifying who your users are, and reading the conversations it has had.