Getting Started - Set Up a Live Chat Widget

Adaptive AI’s Chat Widget lets you add different chat experiences to your website. In this guide, you’ll create a Live Chat widget that allows website visitors to start real-time conversations with your team or Conversation AI. You’ll also learn how to customize the widget and add it to an Adaptive AI website or funnel.

Create Live Chat Widget

To add Live Chat to your website, create a new widget from the Chat Widget section and select Live Chat as the chat type.

• Navigate to
• Click where you can choose one of the following: All-in-one chat, SMS / Email chat, Live chat, WhatsApp.
• Select
• Customize your widget to fit your brand
• Click
• Click
• Copy the provided embed code

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• Learn about all available Chat Widget types, setup options, and customization settings.

Next, you can decide how you'd like to deploy your new widget! Let's explore your options.

Deploy Live Chat Widget via Embed Code

Already familiar with adding scripts directly into your website or funnel? Perfect! Embedding the chat widget directly into your site editor couldn't be simpler. Follow these quick steps:

• Navigate to OR
• Find your desired website or funnel and open it for editing
• In the editor, click the icon ( )
• Paste the copied chat widget code
• Click

•.

Great job! Next, you might consider testing your widget to ensure it's functioning seamlessly.

Deploy Live Chat Widget via Settings

Prefer to keep things even simpler? Deploying your widget directly through your website settings is super convenient, especially if you're less comfortable dealing directly with code. Let’s walk through it:

• Navigate to OR
• Find your desired website or funnel and open its settings
• Under the section, select your chat widget
• Click

Fantastic! You're all set. Next, why not explore advanced customization options to really make the chat experience unique to your brand?

Before you begin

“Getting Started - Set Up a Live Chat Widget” is part of the Conversations → Live Chat area in Adaptive AI. Handle real-time website conversations and route new leads. Conversation, phone, SMS, chat, and messaging changes affect customer contact and consent. Test routing in both directions and confirm that messages land on the correct record and owner. The objective is not merely to save a setting; it is to confirm the result works for the staff member or customer who will depend on it.

• Confirm the phone number, inbox, social account, personal inbox, or chat channel is connected and assigned to the intended business.
• Verify user permissions, routing rules, forwarding destinations, business hours, voicemail behavior, and notification settings.
• Use an internal test contact with permission to receive the chosen channel and with do-not-disturb status set appropriately.
• Prepare the exact test message or call scenario, including the expected owner, reply, disposition, and follow-up action.
• Review registration, template, consent, opt-out, and service-window requirements before testing SMS or regulated messaging channels.

Verify the result

After completing the instructions in this guide, use a controlled test before treating the setup as finished. A saved screen or success message confirms configuration, but only an end-to-end test confirms the business outcome.

1. 1Initiate the test from the same direction a customer would use and confirm it appears in the correct conversation thread.
2. 2Verify assignment, notifications, sender identity, timestamps, contact matching, and message or call status.
3. 3Reply through Adaptive AI and confirm the recipient receives the response once from the expected number or account.
4. 4Test after-hours, missed-call, voicemail, forwarding, or automated follow-up behavior when those rules are part of the setup.
5. 5Confirm opt-out or do-not-disturb behavior stops restricted communication without blocking unrelated permitted channels.

Troubleshooting checklist

If the result differs from what you expected, preserve the current state and isolate one variable at a time. Start with the checks below before deleting the configuration or rebuilding it from scratch.

• Check channel connection status, number assignment, user availability, and routing rules before changing message content.
• Compare the contact's normalized phone number or email address when activity appears in a duplicate or unexpected thread.
• Review delivery, call, forwarding, or conversation logs for the first failed handoff and its provider response.
• Confirm business hours, quiet hours, service windows, approved templates, and opt-out status when a send is blocked or delayed.
• Test without overlapping workflows to determine whether duplicate replies come from routing, automation, or a second connected channel.

Best practices

• Use clear ownership and escalation rules so every inbound conversation has one accountable responder.
• Keep automated replies transparent, concise, and able to hand the conversation to a person when the request falls outside scope.
• Honor channel consent and opt-outs immediately and preserve the conversation history needed for support or compliance review.
• Use internal test records for routing changes and avoid sending experimental messages to active customers.
• Review missed, failed, unassigned, and long-waiting conversations as an operating metric, not only when a customer complains.