Help center
Short guides for setting up XenChats and using it every day.
Go to Settings › Website widgets, choose Install code manually, copy your code and paste it right before </body> on every page. Guides for WordPress, Shopify, Wix, Squarespace, Webflow and Google Tag Manager are in the install guide.
Settings › Website widgets › Customize widget › Appearance: colors, light or dark, bubble or bar, your logo. Language sets the words, Visibility where it sits.
Team › Teammates › Invite: enter e-mail addresses and choose the role. Each person picks a password from the invitation.
Settings › Chat availability › Working hours. Outside them, customers leave a message or keep chatting with the AI agent.
Type # for canned responses, / for every action, or press space in an empty box for reply suggestions.
Use ⋯ in the chat header: Transfer to…, Add to VIP, Ban this customer, End chat.
The + next to the reply box sends a custom form, a file, a rich message or products from your catalog.
Messages left while nobody was available, e-mails to your support address, chats you turn into tickets, and workflows.
Write your reply and pick Send as Open, Pending, On hold or Solved. A note is only for your team.
Team › AI agent › Knowledge: add web pages, files, questions and answers or text. Questions it couldn’t answer are listed there too.
Team › AI agent: first for every new chat, or only when nobody from your team is available.
Settings › AI provider: pick a provider and paste its key. Without one, the AI agent runs in demo mode.
Settings › Channels › Email: connect your mail server so replies go out from your address, and your mailbox so e-mails become tickets.
Settings › Channels › Twilio SMS: connect your Twilio number. See the Twilio SMS guide.
Settings › Channels › Chat page: a link and a QR code for chatting without a website.
Team › Teams groups people; Settings › Chat routing decides who gets which chat.
Settings › Notifications: sounds, desktop notifications and what you are told about, per browser.
Pick a report on the left, then the date range, team or person. Compare with the period before, or download it as a spreadsheet.
Reports › Summary e-mails: the main numbers every day or week, to the people you choose.
Settings › My profile: turn on two-step sign-in with an authenticator app.
Settings › Login settings: limit the panel to approved IP addresses.
Open the customer and choose Download data or Delete data.
Didn’t find it? Chat with us.
