Getting started
How do I add the chat widget to my website?
Copy the one-line script from Dashboard → Widget Settings and paste it before </body> on every page. It works with WordPress, Shopify, Wix, React, Next.js, plain HTML — anything. See the documentation.
Does it work on multiple websites?
Yes. Use the same script on all your sites; the dashboard lets you filter visitors and analytics by website. The Free plan covers 1 website, Pro 5, Business unlimited.
Why can't I see visitors from my site yet?
Open your site in a new tab after installing the script, then check Dashboard → Visitors. If nothing shows: make sure the script tag is on the page (View Source), that your key matches Widget Settings, and that your domain is on the "Allowed websites" list (or the list is empty).
Can I know who a visitor is?
If they're logged in to your site, call VisitorConnect.identify({name, email}) and they'll show up by name with all their history.
Chats, calls & screen sharing
How do voice and video calls work?
Inside an active chat, either side taps the phone or camera icon. The other side sees a ring and can accept or decline. No downloads — it runs in the browser (over HTTPS). Calls are on the Pro and Business plans.
The call won't connect. What can I check?
- Both sides must be on HTTPS pages.
- Allow microphone/camera when the browser asks (check the lock icon in the address bar).
- Very strict corporate firewalls can block media; our TURN relay handles most networks.
- Try another browser — Chrome, Edge, Safari and Firefox are supported.
Can the visitor see my screen?
Yes — from the chat room click "Share my screen". You can also request the visitor's screen; they must confirm first. Both directions are on the Pro plan and above.
What are canned responses?
Pre-written replies you insert by typing / followed by a shortcut (e.g. /hello). Every account starts with 25 you can edit under Canned Responses.
Can visitors get a copy of the chat?
Yes — the widget menu has "Email me this chat". You can also export transcripts from the dashboard.
Notifications & mobile
How do I get notified of new chats on my phone?
Open the dashboard on your phone, tap Install app (or "Add to Home Screen"), then tap Enable notifications in the sidebar. You'll get push alerts for new chats, messages and incoming calls even when the app is closed.
I'm not receiving notifications.
Check that notifications are allowed for the site in your browser/phone settings, that your status in the sidebar is Available (Away agents aren't notified), and on iPhone that the dashboard is installed to the Home Screen (iOS requires this for push).
Billing
What happens after the 14-day Pro trial?
Your account moves to the Free plan automatically — nothing is charged and nothing is deleted. Features like calls and screen sharing switch off until you upgrade.
How do I upgrade or pay?
Go to Dashboard → Billing & Plan. We accept cards, UPI, net-banking and wallets through Razorpay. Yearly plans include two months free.
Do you offer refunds?
Yes — within 14 days of a paid plan, no questions asked. See the Refund Policy.
Can I get an invoice with GST?
Every payment has a printable invoice under Billing → Invoices. Business-plan invoices can carry your GSTIN — send it to billing@thechatnest.com.
Privacy & security
Does the widget use cookies?
No third-party cookies. It keeps one random session id in the browser's localStorage so returning visitors are recognised. See the Privacy Policy.
Can someone else use my widget key?
Add your domains under Widget Settings → Allowed websites; any other site gets a 403. Chat connections use signed per-visitor tokens.
Where is data stored and for how long?
On our servers in a managed data centre, encrypted in transit. Page views are kept for 90 days; chat history for as long as your account exists. You can export or ask us to delete your data anytime.
Chat with us now or send a message — we usually reply within minutes.