Set up your website widget

The UniverX widget is the button that appears on your website and lets customers start a video call or chat session with your team. This guide walks you through creating a widget, customizing its appearance, and adding it to your website.

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Before you start

• You need the Admin or Owner role, or belong to a group with the Manage widgets permission.
• You must have at least one active queue set up. See Queue configuration.
• To add the embed code to your website, you will need the help of whoever manages your website (a developer, webmaster, or your CMS platform).

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Create a widget

1. Go to Admin console → Widgets.

2. Click Add widget.

3. Fill in the Basic settings tab:

   Field	Description
   Domain (required)	The website domain where the widget will appear, e.g. yourcompany.com
   Widget active	Toggle to activate the widget immediately

4. Click through to the Queue tab and select which queue this widget routes customers to.

5. Click Save changes.

Tip

Create a separate widget for each domain or subdomain where you want the widget to appear. One widget = one domain.

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Configure the widget

After creation, you can configure the widget further. Click the edit icon next to any widget to open the configuration panel. The panel has five tabs:

Basic settings

Field	Description
Domain	The domain this widget is authorized for
Widget active	Whether the widget is live on your site

Queue

Select which queue routes customers from this widget. If you change the queue, the widget will immediately route new customers to the new queue.

Precall form

A precall form collects information from the customer before connecting them to an agent — for example, their name, reason for calling, or account number.

1. Select a form template from the dropdown, or leave blank to skip the precall form.
2. See Form builder for how to create form templates.

Appearance

Customize how the widget looks to match your brand:

Setting	Options / Description
Position	Bottom right, Bottom left, Top right, Top left
Company name	Shown in the widget header
Show company name	Toggle to show/hide
Logo URL	URL of your company logo image (optional)
Show logo	Toggle to show/hide
Welcome message	Greeting text shown to the customer
Button text	Label on the launch button
Placeholder text	Hint text inside input fields
Primary color	Main brand color (hex code)
Secondary color	Accent color
Background color	Widget background color
Text color	Color of text in the widget
Border radius	None, Small, Medium, Large, Extra large
Font family	Arial, Helvetica, Georgia, Times New Roman, Roboto, Inter
Button style	Rounded, Square, Pill
Animation speed	Slow, Normal, Fast
Auto-open widget	Opens the widget automatically when the page loads
Enable sound	Plays a sound when a new message arrives
Enable notifications	Enables browser notifications
Enable file upload	Allows customers to upload files
Max message length	Maximum characters per customer message

Tip

Use your brand’s hex color codes for the primary and text colors to keep the widget consistent with your website design. Your marketing or design team can provide these.

Embed code

Once your widget is configured, you need to add the embed code to your website.

1. Click the Embed code tab in the widget configuration panel.
2. You will see a code snippet.
3. Click Copy code to copy it to your clipboard.
4. Send this code to your website administrator with the instructions below.

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Add the widget to your website

For your website administrator:

Paste the copied embed code into the HTML of every page where you want the widget to appear — typically just before the closing </body> tag. The widget will appear automatically once the code is in place.

Caution

The embed code is unique to your domain. Do not use it on a different domain than the one configured in the widget settings. If you need the widget on multiple domains, create a separate widget for each one.

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Verify domain ownership

UniverX may require you to verify that you own the domain where the widget is installed. There are three verification methods:

Method	How it works
DNS verification	Add a DNS TXT record to your domain’s DNS settings
File verification	Upload a verification file to your website’s root directory
Meta tag verification	Add a meta tag to the <head> section of your homepage

Your website administrator or IT team can complete domain verification. The widget editor will show the status as Verified or Not verified.

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Test the widget

Before going live, test the widget to make sure it loads and routes correctly:

1. Go to Admin console → Widgets.
2. Click Test widget next to the widget you want to test.
3. The widget opens in a test environment. Check that:
   • The widget appears in the correct position
   • Your branding (colors, logo, welcome message) is showing correctly
   • The precall form appears if configured
   • The routing connects to the correct queue

Tip

Ask a colleague to test the full flow from the customer’s perspective — from clicking the widget through to connecting with an agent.

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Activate or deactivate a widget

You can pause a widget without deleting it. This is useful during maintenance periods.

1. Go to Admin console → Widgets.
2. Click the edit icon next to the widget.
3. Toggle Widget active on or off.
4. Click Save changes.

Status	Meaning
Active	Widget is live and accepting customer sessions
Inactive	Widget is hidden; customers cannot start sessions
Maintenance	Widget is temporarily suspended

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Delete a widget

1. Go to Admin console → Widgets.
2. Click the Delete widget option in the Actions column.
3. Confirm the deletion.

Caution

Deleting a widget removes it from UniverX. However, any embed code already on your website will no longer work. Ask your website administrator to remove the embed code from your site after deletion.

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Widget setup checklist

Use this checklist to confirm your widget is ready before going live:

• Widget created with correct domain
• Queue assigned to the widget
• Appearance customized with your branding
• Precall form configured (or intentionally left blank)
• Embed code copied and added to your website
• Domain verification completed (if required)
• Widget status set to Active
• Test widget run and results look correct
• A colleague has tested the full customer flow end-to-end

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Troubleshooting

The widget does not appear on my website. Check that:

• The embed code has been pasted correctly into every page, just before the closing </body> tag.
• The widget is set to Active in the admin console.
• The domain in the widget settings exactly matches your website’s domain (including or excluding www as appropriate).

The widget appears but no agents are receiving requests. Make sure the queue linked to this widget is Active and has agents assigned. See Queue configuration.

The widget shows but the precall form is not appearing. Check that you have selected a form template in the Precall form tab of the widget settings and that the form template is set to Active. See Form builder.

The domain shows as “Not verified”. Follow the domain verification steps and ask your website administrator or IT team to complete the required DNS, file, or meta tag verification.

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Form builder Create pre-call form templates to collect customer information.