Set Up Web Chat in Sparkforge Conversations

By Sparkforge Support Team ·Last reviewed May 3, 2026

Sparkforge Web Chat puts website visitor messages directly into the Conversations inbox alongside SMS and email. Create the widget under Sites, Chat Widget, and embed the script on your site.

Web Chat lets website visitors start a conversation that lands directly in your Sparkforge Conversations inbox. Agents respond in real time alongside SMS, email, and other channels.

Important: Web Chat is distinct from Live Chat. The widget setup screen says "Live chat," but selecting that option configures the Web Chat channel that routes website messages into Conversations.

How Web Chat works

When a visitor sends a message through the chat widget, it routes to the Conversations inbox in your sub-account. Agents open the thread, respond, assign it, or manage it like any other channel. Everything stays in one inbox.

Set up the chat widget

Go to Sites → Chat Widget and click + New.
Choose Live chat as the chat type. Despite the label, this configures the Web Chat channel.
Customize widget settings: intro message, agent avatar and branding, inactivity fallback message, chat timeout message.
Save the widget.
Copy the provided script and paste it into your website's footer or body section. WordPress sites can use the Sparkforge plugin instead.

Once installed, visitors can start sending messages from your website immediately.

Manage Web Chat conversations

New messages appear instantly in Conversations. Web Chat threads show a chat icon in the inbox. You can:

Open the thread and respond in real time.
Assign the conversation manually or automatically using workflows or ownership rules.
End the chat manually with End Chat, or let it close automatically based on inactivity settings.

Filter for Web Chat only

Inside Conversations, use the filter option. Under Last Message Channel, select Live Chat and apply. Only Web Chat threads from your website will display.

Frequently Asked Questions

How do I make sure Web Chat messages reach Conversations?

Install and enable the chat widget in Sites, Chat Widget, and select Live chat as the chat type. Messages will automatically route to Conversations.

Why does the setup screen say Live chat if this is Web Chat?

The widget setup uses the legacy Live chat label, but the option configures the Web Chat channel that routes website messages into Conversations.

What happens if no agent responds to a Web Chat?

After the configured inactivity time, the fallback message prompts the visitor to leave their contact details so you can follow up later.

Can Web Chat conversations be assigned to specific team members?

Yes. Assign manually inside Conversations, or use workflows and assignment rules to route automatically.

How do I install Web Chat on WordPress?

Install the Sparkforge plugin instead of pasting the embed script. The plugin handles widget loading on WordPress sites.