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Chat widgets are the embed you put on your site. Open Settings → Chat widgets. Create a widget, then:
  • Turn it on or off. Off serves a no-op loader, so the snippet can stay on the page.
  • Set the brand: name, accent, theme, corner radius, and font.
  • Copy the install snippet and paste it on your site.
The snippet looks like this, with your widget origin and app_ id:
Chat from the widget lands in the inbox as a conversation. The settings have five pages:
  • Overview. Turn the widget on or off and rename it. Turning it off signs every open widget out.
  • Branding. Brand name, logos, accent color, theme, corners, font, greeting, and whether online teammates show in the header.
  • Home screen. Quick links (each opens a URL in a new tab), which ticket forms are offered and in what order, whether the customer’s recent conversations show, the Requests tab, and a Status page: paste your Atlassian Statuspage or Instatus address (for example https://status.yourcompany.com) and Home shows your current system status and any open incident, updated within a minute.
  • Conversations. Welcome, online and offline messages; who can start a conversation; whether customers can reopen resolved conversations, and for how long; emailing unread replies; and hours. Hours reuse workspace support hours unless you turn on Use widget-specific hours. Offline does not block sending.
  • Install. The app ID and snippet, Allowed domains (the sites that may embed the widget), Identity verification, allowed identity attributes, and the identity secret (shown once; rotating it signs current customers out). See identity verification and install.
The hashed loader with a data-app-id attribute is for teams that require SRI. Ticket forms in chat. A form appears in the widget when its Chat widget channel is on in Ticket forms. Turning a form on or off on the Home screen page changes that same setting. The Home screen page only sets the order. A quick link only appears once it has a title and an https:// URL. From a chat conversation in the inbox, Send form posts a form card the customer can open in the widget.

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Requests

Submitting a form files a request. The answers (and any files) become the customer’s message in a chat conversation: the one the form was sent into, or a new one when it was opened from Home. A ticket is created and linked to that conversation, so you reply in the conversation as usual and track the work on the ticket.
  • Who sees it. The widget’s Requests tab lists only the requests that person submitted, the same way Messages lists only their conversations. Anyone who can chat can submit, including anonymous visitors. Turn the tab off with the Requests switch on the widget’s Home settings.
  • Reference. Customers see a short reference such as #7KQ2MD, never your ticket number.
  • Status. The request shows the ticket status’s customer label and updates live. The conversation and the ticket keep separate statuses: resolving the conversation does not resolve the ticket, and resolving the ticket does not close the conversation. The conversation shows the request’s current status at the top.
  • Removal. Trashing or deleting the ticket removes the request from the widget. Trashing, deleting or marking the conversation as spam removes it from the widget.
  • Customer portal. Requests from chat stay out of the customer portal. To show one there, turn on the ticket’s portal visibility like any other ticket (the ticket needs a company).
  • Tickets you create. A ticket you create or link from a chat conversation in the inbox is internal; only tickets filed from a widget form appear on Requests.
On Follow-up, email verified customers who have not read an agent reply. The email links back to the page where the chat started and opens that conversation. They can unsubscribe from the email. See notifications. Turning the widget off, deleting it, rotating its secret, or changing Verification required ends every open widget session.