Web Widget Builder
The Web Widget Builder is a full-page editor for the widget your visitors use to call or chat with you from your website. You configure who the visitor reaches, what you ask them before connecting, and how the widget looks — then copy one script tag into your site.
[!NOTE] The Web Widget Builder is enabled per account. If your account has not been switched over yet, the Contact Us Widget entry opens the older configuration popup instead. That version is documented in Contact Us Widget. The two can coexist, and your existing widget keeps working either way.
Table of Contents
- Access the Web Widget Builder
- General Tab
- Routing Tab
- Questions and the Question Library
- Call & Chat Tab
- Integration Tab
- Preview
- Saving
- Web Widget Builder FAQ
Access the Web Widget Builder
Log in to the PBX.IM Dashboard and go to Settings > General > Integrations.
- To build a new widget, find the Contact Us Widget card and click Add.
- To change an existing one, click the widget's card.
Either opens the Web Widget Builder page. Across the top are four tabs — General, Routing, Call & Chat and Integration — and at the bottom, Cancel, Preview and Save.
General Tab
This tab covers naming, placement and appearance.
| Field | How to use it |
|---|---|
| Name | An internal name for the widget. Visitors never see it. |
| Header Title | The heading shown at the top of the widget. Supports the {Company Name} token, which is replaced with your account's company name — for example, Call {Company Name}. |
| Position On Page | Which corner the widget launcher sits in — bottom left or bottom right. |
| Show Estimated Wait Time | When on, visitors see how long they can expect to wait before an agent answers. |
Branding
Set the widget's colors with four pickers:
| Color | What it affects |
|---|---|
| Accent | Buttons and highlights. |
| Content Text | Text inside the widget. |
| Background | The widget's background. |
| Call | The call button. |
If a combination is hard to read, Contrast too low. appears under the pickers. It is a warning rather than a hard block, but a low-contrast widget is difficult for visitors to use — pick a stronger pairing.
Welcome Message
| Field | How to use it |
|---|---|
| Enable Welcome Message | Turn on to greet visitors with a message before they interact with the widget. |
| Show Welcome Message After | When the greeting appears — Immediately, after a number of seconds, or after 1 Minute. |
| Welcome Message | The text of the greeting. |
Routing Tab
This tab decides where a visitor ends up. It is built from categories — the choices a visitor picks from when they open the widget.
At the top, set the text that introduces those choices:
| Field | Default |
|---|---|
| Title | Welcome! |
| Subtitle | What can we help you with? |
Click Add Category to add a choice. Each category is a card containing:
| Field | How to use it |
|---|---|
| Name | The label the visitor sees, for example "Sales" or "Support". |
| Client Context | Internal notes about what this category is for. |
| Destinations | Where the visitor goes. See below. |
| Business Hours | Optional schedule for this category. See below. |
Destinations
Each category has a Call row and a Chat row. Turn on the channel you want, then choose a Type and a Value — for example, a queue, a ring group or a user's inbox.
Every category must have at least one channel turned on, and each enabled channel needs a destination. A category with both channels off, or with a channel on but no destination chosen, blocks saving.
Which channels the widget offers overall is derived from these rows: if no category enables Chat, the widget has no chat.
Business Hours
| Field | How to use it |
|---|---|
| Time Group | The Time Group that defines when this category is open. |
| Closed Hours Message | What visitors see when they pick this category outside those hours. |
Removing a Category
Click Delete Category on the card. PBX.IM asks "Are you sure? This action cannot be undone." before removing it.
Questions and the Question Library
Each category can ask the visitor up to 5 questions before connecting them — a name, an order number, an email, whatever the team answering needs.
Click Add Question on the category to add a row:
| Field | How to use it |
|---|---|
| Label | The question the visitor sees. |
| Validation Rule | What kind of answer to accept — Letters Only, Email Address, Phone Number, Numbers Only, Decimal Number, or Long Text. |
| Required | When on, the visitor must answer before continuing. |
Once a category has 5 questions, Add Question is disabled. Questions can be dragged to reorder them.
Reusing Questions Across Categories
If you ask the same thing in several categories, save it once and reuse it. Click the star on a question to save it — the tooltip reads Save to question library for reuse., and once saved, Saved to question library.
The library is account-level, shared by every category and every widget. To insert a saved question, use the Question Library dropdown on the category and pick it. To take a question out of the library, use Remove from library.
[!NOTE] The library updates as soon as you star a question — you do not have to save the widget first. Removing a question from the library does not remove it from categories already using it.
Call & Chat Tab
This tab configures the two channels themselves.
This tab is disabled until at least one category enables Call or Chat. Hovering it shows Enable Calling or Chat on the General tab — the setting is actually on the Routing tab, on each category's Destinations rows.
Call
| Field | How to use it |
|---|---|
| Show Keypad | When on, visitors get a dialpad in the call screen so they can send tones, for example to navigate a menu. |
Chat
| Field | How to use it |
|---|---|
| Chat Never Expires | When on, chat sessions stay open indefinitely. |
| Expires After | Only shown when Chat Never Expires is off. How long a chat can idle before it closes — 5 minutes, 15 minutes, 30 minutes, 1 hour, or 24 hours. |
Integration Tab
This tab appears once the widget has been saved, and holds the code for your website.
| Item | What it does |
|---|---|
| Integration Script | The script tag to embed. Paste the script in your HTML just before the closing </body> tag. |
| Copy | Copies the script to your clipboard. |
| Share Link | A link to the widget you can send to whoever manages your website. |
| Test Widget | Opens the widget so you can try it. |
Regenerating the Script
New script issues a fresh integration script, confirming with Regenerate integration script? first. On success you see Hash regenerated.
[!NOTE] Regenerating invalidates the old script. Any site still using it stops showing the widget until you paste the new one in. Only regenerate if the current script has leaked or you want to retire it.
Preview
Preview at the bottom of the page opens a full-screen Web Widget Preview showing the widget as a visitor sees it, built from what is currently on screen — including unsaved edits. Categories, the keypad and the estimated wait time all render live.
Use Back to step back through the widget's screens, and Close Preview or the Esc key to return to the builder.
Saving
Click Save. If anything is incomplete — a category with no channel, an enabled channel with no destination — the tab holding the problem is marked and saving is blocked until you fix it.
Cancel discards your changes and returns to the Integrations page.
Web Widget Builder FAQ
Why is the Call & Chat tab greyed out?
No category has a channel turned on yet. Open the Routing tab, pick a category, and enable Call or Chat in its Destinations rows. The tooltip points at the General tab, but the toggles are on Routing.
Why won't my widget save?
The most common cause is a category with no channel enabled, or a channel enabled without a destination. Every category needs at least one of Call or Chat, and each enabled channel needs a Type and a Value.
Can I ask more than 5 questions?
No. Each category is capped at 5, and Add Question is disabled once you reach it. Different categories can ask different questions, so split the flow if you need more.
If I remove a question from the library, does it disappear from my categories?
No. The library is a place to store reusable questions. Removing one from the library leaves it in place wherever it is already used.
Does the question library apply to other widgets?
Yes. The library is account-level, so saved questions are available to every category in every widget on the account.
What happens to my old widget?
Nothing. The builder and the older configuration popup coexist, and your existing widget keeps working. See Contact Us Widget for the older version.
Will visitors see my changes before I save?
No. Preview shows unsaved edits to you only. Visitors see the last saved version until you click Save.