Customize your Support Station widget's appearance and behavior to match your brand and support workflow.

Accessing Widget Settings

Go to Integrations > Widget
Configure options
Copy the updated embed code when done

Availability Settings

Enable/Disable Widget

Toggle the widget on or off for your site. When disabled, the widget won't appear even if the code is still embedded.

AI Agent

AI Agent Enabled - Toggle whether customers can chat with the AI agent in the widget.

Requirements:

Pro plan or higher
AI credits available

When enabled, customers can ask questions and get instant answers from your knowledge base.

Appearance Settings

Colors

Widget colors are inherited from your Organization settings:

Primary Color - Main button and header color
Accent Color - Secondary elements

To change widget colors, update your organization's brand colors in Settings > Organization > Branding.

Dark Mode

Enable or disable dark mode for the widget. When enabled, the widget adapts to dark color schemes.

Logo

The widget uses your organization logo from Settings > Organization > Branding.

Button Configuration

Button Icon

Choose which icon appears on the widget launcher button. Default is a chat/message icon.

Button Text

Customize the text that appears on the widget button. Default is "Chat with us" or similar.

Example: "Help", "Support", "Ask a question"

Welcome Messages

Header Text

The main welcome message customers see when opening the widget.

Default: "Need help? Just ask!" Max length: 100 characters

Examples:

"How can we help you today?"
"Welcome to Acme Support"
"Questions? We're here to help"

Welcome Subtitle

A secondary message below the header.

Max length: 200 characters

Examples:

"Get instant answers or submit a support request"
"Our team typically responds within 2 hours"

Static Links

Add helpful links that appear in the widget:

Label - Link text
URL - Where the link goes

Examples:

"Help Center" → https://help.yoursite.com
"Status Page" → https://status.yoursite.com
"Product Docs" → https://docs.yoursite.com

Customers can click these links without submitting a ticket.

Widget Modes

Support Form Only

Customers fill out a form to submit support requests. No AI interaction.

Use when:

You don't have AI credits
You prefer structured ticket intake
AI isn't appropriate for your use case

AI Chat Mode

Customers can chat with AI to get instant answers from your knowledge base.

Use when:

You have AI credits (Pro plan or higher)
You want to deflect common questions
Your knowledge base is comprehensive

Both Modes

Customers can choose to chat with AI or submit a form directly.

Use when:

You want to offer both options
Different customers have different preferences

Applying Changes

After configuring your widget:

Review all settings
Click Save
Copy the embed code if it changed
Update your website if needed

Note: Some changes like colors require updating your organization branding settings, not just widget settings.

What's NOT Configurable

The following are not currently supported:

Custom positioning (always bottom-right)
Custom fields on forms
Suggested topics or conversation starters
Programmatic show/hide controls
Multiple widget instances per page

User Context (Advanced)

Pass contextual information about the current user to help the AI provide personalized responses.

Configuration

Add a userContext string (max 5000 characters) to your widget configuration:

window.SupportStation = {
  orgSlug: 'your-org-slug',
  email: 'user@example.com',
  name: 'Jane Smith',
  userContext: `Account: Acme Corp (Enterprise Plan)
User Role: Admin
Account Created: January 2024
Features Enabled: SSO, API Access, Custom Domains
Recent Activity: Upgraded plan last week`
};

Recommended Information

Include context that helps the AI understand who they're helping:

Account Information:

Account/company name
Subscription plan or tier
Account creation date
Account status (trial, active, churned)

User Information:

User's role or permissions
Department or team
User since date

Product Context:

Features enabled/disabled
Recent significant actions
Current usage metrics
Known issues or flags

Support History:

Number of previous tickets
Open tickets count
VIP or priority status

Example Contexts

SaaS Application:

Account: TechStartup Inc (Pro Plan)
User: Sarah Chen, Admin
Member Since: March 2024
Features: API Access, Webhooks, SSO enabled
Usage: 1,247 API calls this month
Status: Active, billing current

E-commerce Platform:

Customer: john.doe@email.com
Orders: 12 lifetime orders
Last Order: #45678 on Dec 15, 2024
Loyalty Tier: Gold Member
Cart: 3 items ($89.99 total)

Developer Tool:

Organization: DevTeam LLC
Plan: Team (5 seats)
Projects: 8 active
Last Deploy: 2 hours ago
Integration: GitHub, Slack connected

Best Practices

Keep it concise - Include only relevant information
Use structured format - Key: Value pairs are easy for AI to parse
Avoid sensitive data - Don't include passwords, API keys, or PII beyond what's necessary
Update dynamically - Generate this server-side with current user data
Be factual - Include objective information, not subjective opinions

Security Note

The userContext is sent to the AI model. While it's not displayed to users, avoid including:

Passwords or secrets
Full credit card numbers
Social security numbers
Internal system IDs that could be exploited

Character Limit

Maximum 5000 characters. Content exceeding this limit is automatically truncated server-side.