Embed the WebChat on your website
The WebChat widget is a branded chat bubble at the bottom right of your website. Visitors message you directly; the messages land in the same inbox as email, WhatsApp & co. Embedding takes 2 minutes and is free on every plan.
Step by step
- Open WebChat. Settings → Channels → “WebChat” card. It runs right away, no setup needed (status “Running”). With multiple brands, pick the right brand at the top.
- Test it yourself. “Try it now – message yourself” opens the chat; your message lands in the Inbox within seconds, and your reply shows up in the chat window right away.
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Copy the embed code. Expand “Add it to your website – with guides for WordPress, Wix & co.”. There you'll find the embed code — a one-line script:
<script src="https://crm.the-y.at/webchat/<your-company>/widget.js" async></script>
Click "Copy".<your-company>is your account's address and is already filled in; with several brands the code applies to the brand selected at the top. - Insert it on your website. Add the script on every page where the chat should appear, right before the closing
</body>tag. For WordPress, Wix, Jimdo, Shopify and Squarespace the card shows three short steps each (see below). - Test. Reload your website — the chat bubble appears at the bottom right. Click it, send a test message: it shows up immediately in the inbox and you can reply right away.
Get the web chat onto your website — even without code
Since 1.1.53 the WebChat card helps you bring the chat to where your customers are:
- Chat link: under “Chat link & QR code” you find the link to the chat. Put it in your email signature, your Google profile or your Instagram bio. With several brands the link applies to the brand selected at the top.
- QR code: “Show QR code” and “Save QR code (PNG)” — for business cards, notices, flyers or the counter. Scan it with a phone camera and the chat opens directly. The QR code is created in your browser.
- Guides per website builder: WordPress, Wix, Jimdo, Shopify, Squarespace and “other system” — three short steps each. Providers sometimes change their menus, so the guides come without guarantee.
- Send the code to your web designer: “Copy message” (a ready-made text with code and link) or “Open as email”.
- Without any code: add a “Chat” button or link to your website that points to the chat link.
Customize the look (branding)
The bubble automatically adopts your brand design. Under Settings → Logo & colours (formerly “Design”) you set the accent color, app/brand name and initials per brand — this applies to the bubble, the chat window, the login and the public pages (help portal, booking). On the free plan the chat header shows your company name, with “Powered by The-Y” below (since 1.1.52). Since 1.1.53 the chat page's browser tab shows your company or brand name instead of “The-Y CRM”.
Business hours & auto-reply
Under Settings → Opening hours & holidays one weekly plan applies to all channels; the web chat can get its own hours. Plus an auto-reply within (e.g. "We'll be right with you") and outside (e.g. "We'll get back to you tomorrow"). The auto-reply is sent only on a visitor's first message. On holidays the “outside hours” text goes out. More on opening hours
Chatbot & AI deflection (optional)
- Rule-based chatbot: Under Settings → Chatbot you define keyword answers (e.g. "opening hours" → answer text) right in the WebChat.
- AI deflection bot: With an AI key configured, the bot answers questions from your knowledge base itself and hands over to a human when unsure — this offloads the inbox. See set up AI.
Visitors become contacts automatically
Since 1.1.53 everyone who writes in the web chat automatically gets their own contact — with name, email or phone number if they mention them in the chat (e.g. after “leave your email address”). Without details the contact is called “Web chat visitor …”; automatic messages still greet them neutrally. So flows like “Create deal” work from the first message.
- “Maybe the same person as …”: if the email or number matches an existing contact, the inbox (on the right with the contact details) and the new contact's page show a note with the name. “Merge” moves conversations, deals, notes and details to the existing contact; “Not the same person” hides the note. Merging needs the permission to edit contacts.
- Why not merge automatically? The email or number mentioned in the chat isn't verified. That way nobody ends up on someone else's customer record just by typing their address. Ask briefly before giving personal information.
- Spam protection: if very many new visitors come from one address, conversations are created without a contact; the WebChat card then shows a note. You can create such contacts in the inbox yourself.
- Conversations from before 1.1.53 stay as they are.
Multiple brands
Each brand (workspace) has its own embed code with its own slug and its own branding. That way you run separate chats for multiple websites — all in one instance, one bill.
Troubleshooting
The chat bubble doesn't appear
Check: is the WebChat channel active? Is the script really before </body> and the brand slug correct? Clear the browser/site cache and reload. Open the developer console (F12) and check whether widget.js loads (status 200).
The chat should appear only on certain pages
Insert the script only on the desired pages/templates (not globally). Conversely: for the whole website, put it in the shared footer template.
I see two contacts with the same email address
That's a web chat visitor who mentioned the address of an existing contact. The new contact shows “Maybe the same person as …” — check briefly and click “Merge” or “Not the same person”.
Privacy / cookie notice
The WebChat stores a session identifier in the visitor's browser so the conversation history is preserved. Mention the chat in your privacy policy; treat chat content like any other customer communication.