Widget Overview

The Support Station widget is an embeddable support interface you can add to your website or application. It gives customers a convenient way to get help without leaving your site.

What Is the Widget?

The widget is a small button (typically in the bottom corner of your website) that expands into a support interface. Customers can:

• Submit support tickets via a form
• Chat with your AI agent (Starter+ plans)
• Get instant answers from your knowledge base
• Escalate to human support when needed

Widget Modes

Support Form Mode

A straightforward form for submitting support requests:

• Customer enters their email
• Writes a subject and description
• Optionally attaches files
• Submits to create a ticket

Best for: Teams that want a simple contact form

AI Chat Mode

An interactive chat interface powered by your knowledge base:

• Customer asks questions naturally
• AI provides instant answers with citations
• Customer can browse suggested articles
• Seamless escalation to ticket creation

Best for: Teams wanting to deflect tickets with AI

Requires: Starter plan or higher (AI credits)

Widget vs Other Channels

Channel	Best For	Customer Experience
Widget	In-app support, website visitors	Immediate, stays on your site
Email	Detailed requests, attachments	Familiar, async
Slack	Internal users, power users	Real-time, conversational
API	Custom integrations	Programmatic
KB Chat	Self-service documentation	Research-oriented

Key Features

Always Available

The widget provides 24/7 support access:

• Customers can submit tickets anytime
• AI answers questions instantly (Starter+)
• No waiting for business hours

Branded Experience

Customize the widget to match your brand:

• Colors and positioning
• Welcome messages
• Suggested topics

Conversation Context

When a customer escalates from AI chat:

• Full conversation is attached to the ticket
• Your team sees what was already discussed
• No repeat questions for the customer

Mobile Friendly

The widget works on all devices:

• Responsive design
• Touch-friendly interface
• Adapts to screen size

Availability by Plan

Feature	Free	Starter	Standard	Pro
Support form	✓	✓	✓	✓
AI chat	✗	✓	✓	✓
File attachments	✓	✓	✓	✓
Customization	Basic	Full	Full	Full

Getting Started

Quick Setup

1. Go to Integrations > Widget
2. Configure your preferences
3. Copy the embed code
4. Paste into your website

Copy the embed code from Integrations > Widget and add it to your website.

Configuration Options

Customize your widget in settings:

• Appearance (colors, position)
• Mode (form, AI chat, or both)
• Default fields and behavior
• Welcome messages

All configuration options are available in Integrations > Widget.

How It Works

For Form Submissions

1. Customer opens widget
2. Fills out the support form
3. Submits the request
4. Ticket appears in your inbox
5. Customer receives confirmation email
6. Your team responds through Support Station

For AI Chat

1. Customer opens widget
2. Types a question
3. AI searches your knowledge base
4. Provides answer with source links
5. Customer can ask follow-ups
6. If needed, escalates to ticket with full context

Widget Performance

Ticket Deflection

Track how many customers get answers without creating tickets:

• AI answers that resolve questions
• Article views from widget
• Escalation rate

Customer Satisfaction

Measure widget effectiveness:

• AI helpfulness ratings
• Ticket satisfaction after escalation
• Volume trends over time