Web Chat — Overview

Web chat puts a chat button on your website. Visitors click it and chat with your AI assistant, and your team replies from Teambox when it matters. You add it with one line of code, and it runs only on the websites you choose.

Early access

Web chat is being rolled out to Sendiee accounts. If you don’t see Web chat under Channels in your dashboard menu, it is not on for your account yet. Until it is, the web chat API answers 403 WEB_CHAT_NOT_ENABLED.

Web chat channel

One chat widget. It has a name, the websites it may run on, its look, and a channel key that starts with wc_ which goes in your website's code.

Visitor

A person on your website. A visitor gets an id that starts with wv_ when they start a chat. Names and emails appear once they share or verify them.

Conversation

Every web chat shows up in Teambox next to your WhatsApp, Instagram and Messenger chats, with platform web.

Assistant

Optional. An AI assistant with Web chat as its platform answers visitors first. Your team can take over in Teambox at any time.

Get started

Follow Install web chat on your website. It walks through creating a channel in the dashboard, choosing the websites it may run on, pasting the snippet (plain HTML, WordPress, Google Tag Manager and website builders), checking the install, and the optional parts: signed-in customers, cookie consent, business hours, the pre-chat form, sounds, ratings, live visitors and security.

API endpoints

Use these to show web chat numbers in your own tools, watch who is on your website, and reply to visitors from your own system.

GET/v2.0/web-chat/channels
List web chat channels
GET/v2.0/web-chat/channels/{channelId}
Get one channel
GET/v2.0/web-chat/channels/{channelId}/stats
Chats, AI vs team, leads and rating
GET/v2.0/web-chat/channels/{channelId}/live-visitors
Who is on your website now
POST/v2.0/web-chat/messages
Send a message to a visitor

Scopes

Scoped API keys need web_chat:read for the four GET endpoints and web_chat:write to send messages. See API Key Scopes. The web chat scopes appear in the API key form once web chat is on for your account.

Web chat conversations in the other APIs

Web chat conversations work with the existing conversation endpoints:

List Conversations returns them with platform: "web". Filter with ?platform=web, or ?channelId= for one web chat channel. channelId is the web chat channel id and customerId is the visitor id.
Chat History takes conversationId to read one web chat thread.
The Teambox endpoints (assign, status, activity log) accept a web chat conversationId. Moving a web chat to resolved asks the visitor for a rating when ratings are on.

Web chat events

Web chat events are triggers in the Automation Builder (dashboard → Automations), under Web chat. They show there once web chat is on for your account. Use them to post web chat activity to your own URL, like the other automation triggers.

Event	When it fires	Main fields
`web.new_message`	A visitor sends a message	`messageId`, `from` (visitor id), `displayName`, `body`, `messageType`, `mediaUrl`, `conversationId`, `contactId`, `channelId`, `channelName`, `pageUrl`
`web.message_sent`	Your assistant or your team sends a visitor a message	`messageId`, `to` (visitor id), `body`, `messageType`, `conversationId`, `channelId`, `isAiResponse`, `visitorOnline`, `origin`, `sentByAgentId`, `sentByAgentName`
`web.visitor_identified`	A visitor types their details (level `given`) or verifies by email, WhatsApp or your signed login (level `verified`)	`visitorId`, `conversationId`, `contactId`, `level`, `method`, `name`, `email`, `emailVerified`, `phone`, `phoneVerified`, `externalUserId`, `fields`
`web.chat_rated`	A visitor rates a resolved chat from 1 to 5	`conversationId`, `visitorId`, `score`, `comment`, `ratedAt`, `assignedAgentId`, `assignedAgentName`, `assignedTeamId`
`web.chat_started_by_agent`	A visitor replies to a Start chat message from your team	`conversationId`, `visitorId`, `agentId`, `agentName`, `body`, `sentAt`, `assigned`

Check before you trust a detail

In web.visitor_identified, an email or phone is only proven when emailVerified or phoneVerified is true. Details a visitor typed are not checked.

Ids you will see

Id	Looks like	What it is
Channel id	`6720b1c09d2b4e0011ab5501`	The web chat channel. Used in API paths
Channel key	`wc_…`	Public. Goes in the snippet on your website
Visitor id	`wv_…`	One visitor who has chatted on one channel
Conversation id	`6724c2d19d2b4e0011ab7702`	The visitor’s chat in Teambox. Used to send messages

Errors every web chat endpoint can return

Status	Code	Meaning
403	`INSUFFICIENT_SCOPE`	The key lacks `web_chat:read` or `web_chat:write`
403	`WEB_CHAT_NOT_ENABLED`	Web chat is not on for this account yet
403	`FEATURE_NOT_ENABLED`	Your plan does not include web chat (`featureKey: "web_enabled"`). Stats, live visitors and sending need it. Listing channels does not
404	`CHANNEL_NOT_FOUND`	No web chat channel with that id on this account, or it was deleted
502	`UPSTREAM_ERROR`	The web chat service did not answer. Try again shortly
503	`WEB_CHAT_UNAVAILABLE`	Web chat is not available on this server