The widget list
Read what is actually running on your site: each widget is Live or Offline, with a status filter, two views, and row actions that take a widget offline or put it online, copy it, or remove it.
The list answers one question: what is actually running on your site right now.
In the List view, each row shows, from left to right:
| Column | What it shows |
|---|---|
| Thumbnail | The widget's own appearance at a small size: its real colour, size and corner shape, the same values your storefront renders. No text and no position. |
| Widget | Its name. |
| Format | Chat bubble, Question bar, Button or Starter questions. |
| Target pages | All pages, one tag per selected page type, or an orange No page tag when no page type is selected and Show on all pages is off. |
| Engagement rate (7d) | See Engagement rate over the last 7 days. |
| Updated | When the widget last changed, with a red dot when a published widget has unpublished changes. |
| Status | Live or Offline (see Status: Live or Offline), plus an Under experiment tag while an A/B test runs on the widget. |
| Action | The one action for the row's state: Take offline on a live widget, Go live on one that is off. Shown only to members who can edit, and not on a widget with no page type yet. See Going live and taking offline. |
| ··· | The row actions. |
The thumbnail and every other configuration column show the widget's effective version: the one that is live, or its draft if it has never published. A widget that is live on one version while you work on the next shows the live one, because that is what the list is about.
The list doesn't show where a widget docks. Open the widget to see its position.
Engagement rate over the last 7 days
The Engagement rate (7d) column is the share of sessions, over the last 7 days, where the widget was shown and the shopper opened the conversation from it, out of the sessions where it was shown. It is shown with one decimal, rounded up. Hover the column header for the same definition.
Next to the rate, a green or red tag gives the change against the previous 7 days, in percentage points with one decimal, computed on the rates as displayed ("+0.3 pts"). There is no tag when the previous 7 days had no views, so there is nothing to compare against, or when the two displayed rates are equal.
A dash (–) replaces the rate when the widget recorded no views in the last 7 days. That covers a widget nobody has seen yet, and also an inline button or Starters widget that never appeared because its mount point wasn't found on the page. The list doesn't tell those two apart: the Engagement report does, by listing every widget that failed to mount. See Place an inline button on your pages to fix one.
Click through to a widget's own Performance tab for its full funnel over any date range.
Status: Live or Offline
The status tag says what shoppers get. It has two values:
| Status | What it means |
|---|---|
| Live | Switched on, targeted to at least one page type (or to every page), and has a live version. Shoppers see it, as long as an agent answers on the site. |
| Offline | Not showing. That covers a widget you took offline, one that was never published, one with no page type selected, and one switched off because another widget took its slot. |
A widget that is off for a reason other than your choice reads Offline too. Open it to see the reason: its editor shows one notice under the header, naming the one thing to act on first. See Why a new widget isn't live yet.
Sorting by Status puts Live widgets first. Among the Offline ones, it puts those that only need publishing first, then those that need a page type, then those you took offline. The sort is the only place the three reasons differ.
When no agent answers on the site
A widget opens a conversation with the agent that answers on the site. When no agent answers (none was ever put live, or the answering agent was taken offline), the web tag shows no widget at all, whatever each widget's own status says.
The page then opens with a notice, No agent answers on this site: "So no widget shows, even with the tag installed. Put an agent live to show your widgets again.", with a Go to agents link. Each widget keeps its own status, so a Live widget still reads Live, with "Doesn't show until an agent answers on the site." next to its tag, in the list and the gallery. Both disappear as soon as an agent goes live.
Unpublished changes
A red dot next to the Updated date means the widget is published and also holds a draft that hasn't been published yet. Hover or focus the dot to read which version waits, for example V4 saved, offline (the version's number, not its name). When the list can't tell which version holds the draft, it reads Unpublished changes. This is a different fact from the status: a widget can be perfectly Live on one version while newer work sits in a draft. A widget that has never been published gets no dot, because it has no live version for the draft to differ from.
The dot is there so a colleague sees the work in progress before opening the widget: saved states are shared by everyone in your organization, so a colleague may already be working on the widget.
The Action on a row puts a widget online or takes it offline without opening it. Take offline on a Live widget asks you to confirm, because shoppers stop seeing it straight away. Go live on an offline widget publishes its saved draft if there is one, and otherwise puts its live version back online. It applies immediately. A widget with no page type shows no action: add one in the editor, then the row offers its action.
If a test is running on the widget, the row can't take it offline. The action fails with "Could not change the widget. Try again." The widget's editor names the test as the reason.
Search, filters and views
The toolbar above the list holds, from left to right:
- Status filter: All, Live and Offline, each followed by how many widgets it holds. Offline holds every widget that isn't live, including those never published and those with no page type. The counts are always for every widget on the site, not for what the other filters or the search leave visible, so a search never hides how many widgets are offline.
- Format filter: All formats, or one format. It only offers the formats your site actually has.
- Search: matches widget names, ignoring case and accents.
- List / Gallery: the view switch.
In the List view, sort by Widget, Updated or Status from the column headers. Sorting by status orders widgets by how close they are to being seen.
Your filters, sort and chosen view live in the page's address, so a filtered list survives a refresh and can be shared as a link. An address carrying a status value the filter doesn't offer, such as ?status=pending, opens on All.
Two views, same widgets. List is the default on a wide screen and shows every column. Gallery shows one card per widget, in one to four columns depending on the width available. Each card has two parts:
- Identity: the thumbnail, the name, the Updated date (with the red dot when it applies), the ··· menu, then the format and target-page tags.
- State: the status tags and the row's action.
A card carries no performance figure and no position: use the List view or the widget's own page for those. The gallery has no sort control of its own; it keeps the order set in the List view.
Below 860px viewport width, gallery is the only view. The table's columns can't be read on a phone, so the view switch is hidden and the gallery is what you get whatever the address says: a ?view=list link shared from a desktop opens as a gallery there. The address itself isn't rewritten, so that same link is a list again on a wide screen, and widening the window past 860px mid-session brings the list back immediately.
Row actions
The ··· menu on each row offers Edit, Duplicate, the row's action (the same one as the Action column: Take offline or Go live), and Delete. The menu shows only the actions that apply to the widget. A view-only role sees only Edit in it.
Duplicate copies everything (look, placement, targeting) into a new widget that starts offline and named after the original, which is the quick way to make a variant (a second bubble for another page type, say) without re-entering a dozen fields. Anything the original inherits from your site's branding stays inherited in the copy, so a rebrand still reaches both.
If the tag isn't running, nothing on this page matters
When no tag activity has been recorded for your site in the last 7 days, a notice sits above the list. Until the tag is live on your pages, no widget appears to anyone, whatever its status says. A brand-new site with no visitors yet shows the same notice: it reports that we have seen no activity, not that your tag is missing. See Embed the assistant.
Multiple widgets on one site
You can enable more than one widget on the same site, of any format or a mix. Each renders as an independent surface with its own placement and page-type allow-list, including two chat bubbles docked to opposite sides, a bubble and a question bar shown together, or a floating widget and an inline button on the same product page.
Nothing prevents two widgets from landing on top of each other, but you're told when it would happen. The list names both widgets above it when two Live widgets share a region and can appear on the same page; when you edit a floating widget, the editor draws your site's other live widgets as dashed outlines in the preview (floating ones at their position, inline ones as an outline in the page's band) and warns in its footer about a floating one in the way. It is a warning, not a rule: you can save and publish either way. Give them different offsets or a different stacking order to clear it.
The overlap check compares published geometry against published geometry. Another widget's unpublished draft is not on your shopper's page, so it is neither drawn nor counted as a collision.
Inline widgets are outside that check entirely: they have no corner of the viewport to collide in, so they are never compared. The preview of a floating widget still outlines them in the page's band, and the preview of an inline widget draws no other widget. What protects a mount point instead is that two live widgets on one site can't claim the same slot. Two widgets aimed at the same CSS selector are nobody's to stop but yours.
Delete a widget
Delete a widget from the ··· menu on its row, or with Delete widget… in the menu on its name, in the header of its own page, then confirm. It's a soft delete: deleting stops it from rendering on your site immediately (you don't need to disable it first) and removes it from the list, along with its version history. The deletion can't be undone from the dashboard.
On a live widget, the confirmation from the widget's own page also offers Switch it off instead. It runs the same flow as Take offline (it asks you to confirm, and is refused while an A/B test runs on the widget). The button isn't shown while a test runs.
From the widget's own page, the confirmation says more when shoppers can currently see the widget: how many versions go with it. The confirmation on a row is shorter: it says the widget will stop rendering on your site and leave the list.
Engagement widgets
The chat bubble, the question bar, the inline button and Starters: the surfaces that invite shoppers into a conversation on your site, and how they get from created to live.
Add a widget
Pick a format from the catalog. Selecting a card creates the widget straight away, as an unpublished draft that reaches nobody until you go live with it.