Website live chat and help center

OonoBox includes a web chat widget that you can embed on your website and a help center for publishing FAQs and guides. Both are managed from one dashboard.

The widget is a small chat box that appears on your website, letting visitors message you. Web chat is its own channel (not WhatsApp); the conversations land in the same OonoBox inbox.

Open OonoBox → Settings → Web chat.
Create or open a widget, and copy its embed snippet. It looks like:

<script async src="https://www.oonobox.co.zw/widget.js" data-oonobox="your-widget-id"></script>

Copy this code.

Embedding on your website

Paste the code snippet into your website's HTML, typically in the <head> or just before the closing </body> tag.

If you use a website builder (Wix, Shopify, Webflow):

Look for a "Custom code" or "HTML/Script" section.
Paste the snippet there.

The widget appears as a small icon in the bottom-right corner of your site.

Configure the widget's appearance and behavior:

Go to Settings → Web chat and open the widget.
Set:
- Widget title — Shows in the chat header (e.g. "Customer Support").
- Subtitle / welcome message — Greets visitors (e.g. "Hi! How can we help?").
- Away message — Shown outside your business hours.
- Brand color — Match your brand.
- Position — Bottom-right or bottom-left.
- Business hours — When the widget shows as available.
Click Save.

Changes apply to all sites using your widget.

Online mode:

Visitors type a message directly in the widget.
It's sent to your OonoBox inbox immediately.
You reply through the inbox (the same place you handle WhatsApp).
The visitor sees your reply in the widget in real-time.

Offline mode:

The widget still accepts messages.
Messages are queued and appear in your inbox when you're back online.
The visitor sees the away message you set.

Collecting contact info

Optionally, ask for a visitor's name and email before they message:

Go to Settings → Web chat and open the widget.
Toggle Collect name and/or Collect email.

Visitors fill this out before sending their first message. Their info is saved with the contact in OonoBox.

Help center

The help center is a set of FAQs and guides that appear inside your web chat widget's Help tab, so visitors can read articles before (or instead of) starting a chat.

Creating articles

Go to Settings → Help.
Click Create article.
Write:
- Title — The article headline.
- Collection — Group it into a collection (e.g. "Getting started", "Billing").
- Content — The article body.
Publish it.

Published articles appear to visitors in the widget's Help tab. Drafts stay hidden.

Organizing collections

Articles are grouped into collections for navigation:

Go to Settings → Help.
Create a collection (e.g. "Getting started", "Account management").
When creating articles, assign them to a collection.

Connecting inbox conversations

Both the web chat and help center route to your OonoBox inbox.

A visitor sends a message through the widget → appears in your inbox.
You reply → visitor sees it in the widget.
Full conversation history is kept in OonoBox.

Web chat conversations aren't tied to a WhatsApp number; they arrive on the Web chat channel so you can tell them apart from WhatsApp messages.

Filter the inbox by channel to see web chat conversations separately:

In the inbox, click the channel filter.
Select Web chat.
Only conversations from the web are shown.

Best practices

Keep articles current — Update FAQs when your product or policies change. Outdated help center articles hurt trust.

Organize logically — Use 3-5 main collections. Too many is overwhelming.

Link from articles to web chat — At the end of articles, add a call-to-action like "Still stuck? Chat with us below."

Monitor response times — Visitors expect quicker replies from live chat than email. Keep an eye on web chat messages and respond within minutes during business hours.

Set realistic hours — If you're not available 24/7, set your business hours and an away message so visitors know when to expect a reply.

Use website chat for pre-sales — The widget is great for answering "What's your pricing?" or "Do you support X?" during business hours.

Troubleshooting

"Widget not showing on my site" — Verify the script is in your HTML (use browser dev tools). Clear cache and hard-refresh. If using a website builder, check that custom code is enabled.

"Messages not appearing in inbox" — Ensure the widget is set up under Settings → Web chat. Verify the widget id in the snippet matches your widget.

"Visitor sees offline" — Check your business hours under Settings → Web chat. Outside those hours, the widget shows your away message.

"Help articles not showing" — Articles only appear once published. Check that the article is published and assigned to a collection under Settings → Help.

Website live chat and help center

Web chat widget

Getting the widget code