Add Messenger chat to the widget

Feedback and support don't have to live in separate tools. Messenger adds a chat surface to the widget so visitors can start a conversation with your team without leaving the page they're on.

Overview

Messenger requires support inbox to be turned on for your workspace, and it's on by default. When it's enabled, a Messages tab appears in the widget alongside your existing Feedback, Changelog, and Help tabs - chat doesn't replace them, it sits next to them.

Launcher unread badge

While the widget is closed, the launcher button shows a badge with the number of unread messages. It counts up to 9, then shows 9+ for anything higher. The badge disappears the moment the visitor opens the widget, since they can see their unread messages directly.

Listen for unread counts on your page

Subscribe to the unread event to mirror the count in your own UI, like a notification dot in your app's header:

Quackback("on", "unread", (payload) => {
  console.log("Unread messages:", payload.count);
  updateHeaderBadge(payload.count);
});

Payload: { count: number }

See Listen to widget events for the full event reference.

Proactive greeting

You can configure a greeting bubble that appears next to the launcher to invite visitors to chat, without them having to open the widget first. Set it in your widget settings.

Dismissing the greeting hides it for the rest of that browser session. It can reappear on a later visit, so it keeps inviting new sessions without nagging on every page load within the same one.

Tip:
Keep the greeting short and specific to the page it appears on. "Questions about pricing?" converts better than a generic "Need help?" on every page.

For visitors who prefer to browse a knowledge base or submit a ticket instead of chatting live, see Get support. Messenger and your other support channels share the same underlying conversations, so nothing is duplicated.

Next steps

Conversations - how conversations flow through your team's inbox
Listen to widget events - the full event reference including unread
Customize the widget appearance - style the widget to match your brand