Where the work gets stuck
Before adding Chatbase, decide how you will update the site and handle support requests. Choose a relevant page and follow the provider’s current instructions for adding the widget. Test how it works after it appears on the page.
What to prepare
- Website publishing permission
- An approved agent and test question set
- An alternative contact option and the hours staff can respond
Follow these steps
- Check the agent’s source information and how it responds to questions it cannot handle.
- Use the current deployment instructions on a test page.
- Test opening and closing the chat and typing messages on phones and desktop screens. Check that the widget does not cover important page content.
- Publish on the chosen page and review the first real conversations.
An example from everyday work
On a course page, an applicant should be able to ask about that programme while still reaching the normal application route. On a policy page, a customer should be able to request staff help if the answer does not resolve their issue.
When your team should take over
Ask the site owner to check which domains are allowed and which controls prevent misuse, using the provider’s documentation. If the widget fails to load, investigate the cause before granting wider script or data permissions.
How to check the results
- Chat that works on phones and desktop screens
- Answers that match the selected page
- A usable route to staff when needed
Your next step
Leave the ordinary page information and contact route clear. Chat is one way to get help, and people should be able to choose it.