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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

Installation

Add the widget to your site with a script tag. Configure display modes and theming.

Identity Verification

Authenticate users with signed JWTs for verified sessions.

JavaScript API

Control the widget programmatically — boot, show, hide, update metadata, and customize themes.

Conversations

Review what customers are asking and how the AI agent is responding.

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Creating a Widget

Click Create Widget to get started. Enter a name and optionally specify allowed domains (e.g. example.com) to restrict where the widget can load.

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Widget Configuration

The configuration page is where you manage everything about a widget:
  • Logo — Upload a custom logo for the chat header (recommended: 64x64px, JPEG or PNG)
  • Allowed Domains — Control which domains can load the widget
  • 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 appears on the configuration page so you can see changes in real time.