Skip to main content
PolyAI offers webchat as a chat channel alongside voice. Configure the chat experience from Channels > Chat in the sidebar.

​
Chat channel pages

Chat configuration

Configure LLM, style prompt, greeting, and safety filters

Widget

Create, style, and deploy widgets to your website

​
Getting started

Setting up webchat involves two main steps:
1

Configure chat settings

Go to Channels > Chat > Chat Configuration to:
  • Select your language model
  • Add an optional style prompt for chat-specific tone
  • Set your greeting message
  • Configure safety filters
2

Create and deploy a widget

Go to Channels > Chat > Widget to:
  • Create a new widget for your website
  • Style the appearance (header, colors, agent avatar)
  • Configure disclaimers and consent
  • Generate and embed the script tag

​
Key features

​
LLM and style control

Select the language model powering chat responses and optionally add a style prompt to tailor tone and formatting specifically for the chat channel.

​
Multiple widgets

Create separate widgets for different websites, variants, or environments. Each widget can have unique styling and configuration.

​
Safety filters

Configure channel-specific content filtering with adjustable strictness levels for violence, hate, sexual content, and self-harm categories.

​
Markdown support

Chat messages support formatted markdown:
  • Bold and italics
  • Bulleted and numbered lists
  • Links
  • Code blocks
Formatted markdown renders in both the Test Agent Chat panel and Conversation Review.

​
Variant support

Select which variant each widget connects to. This enables location-specific or configuration-specific chat experiences.

​
Environment alignment

Chat configuration follows the same branching behavior as other project settings. Test changes in Sandbox before promoting to Pre-release and Live.