Live Chat Widget

The Savena live chat widget lets your website visitors start conversations directly from your site. It is lightweight, customizable, and works on any website.

Installation

Go to Settings → Channels → Chat Widget. Copy the script snippet and paste it into your website's HTML, just before the closing </body> tag. The widget will appear on your site immediately.

Shopify auto-install

If you installed Savena from the Shopify App Store, the widget is added to your storefront automatically — no manual snippet to paste. The widget loads on every page of your store via Shopify's ScriptTag API. To remove it, uninstall the Savena app from your Shopify admin.

No website? Use the public chat link

You can also share a direct link to your widget using the public chat page (Settings → Channels → Chat Widget → Installation → "Share a direct chat link"). This is useful for QR codes, email signatures, or businesses that do not have a website yet. See the Public Chat Page article for details.

Customization

Customize the widget appearance to match your brand:

• Position — bottom-right or bottom-left on the page
• Brand colors — primary color to match your brand
• Logo — display your company logo in the widget header
• Welcome message — the greeting visitors see when they open the widget
• Conversation starters — pre-defined quick replies to guide the conversation

Pre-chat survey

Enable the pre-chat survey to collect information from visitors before the conversation starts. Configure custom fields like name, email, or a question about their inquiry. The survey message is customizable and helps your team have context before they respond.

Visibility and positioning

Control where and how the widget appears:

• Desktop and mobile positioning — configure the widget button placement separately for each device type
• Button type — choose how the widget trigger appears on your site
• Show when offline — optionally display the widget even when no agents are online, so visitors can leave a message

Sound notifications

Enable sound notifications in the widget so visitors hear an alert when a new message arrives. This helps keep visitors engaged while they browse other tabs.

Conversation starters

Conversation starters are pre-defined quick replies that appear when a visitor opens the widget. They help guide the conversation and reduce the time to first meaningful message. For example: "I have a billing question", "I need technical help", "I want to learn more about your product". Each starter is a toggle-driven entry with an emoji, label, and follow-up message.

Anonymous visitor email capture

When an anonymous visitor reaches a point where no AI agent or operator can respond — for example, your AI agent escalates outside business hours and no operator is online — the widget asks for their email and name inline. This guarantees you can follow up even if they leave the page before getting a reply, and turns one-off visitors into reachable contacts. Submitted details are saved to the contact and shown on the conversation.

Offline email replies

If an operator replies in the inbox after an anonymous visitor has gone offline (more than a few minutes since their last activity), Savena emails the reply to the address they submitted. The customer can reply to that email and their response continues the same conversation thread in your inbox — no separate email channel setup required.

Workspace status and the widget

If your workspace subscription is canceled or your trial has fully expired, the widget stops loading on your sites and on the public chat page. Reactivating your subscription restores the widget within 60 seconds.