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The production widget uses the v2 experience and starts every conversation with the AI assistant. Existing embed snippets, sessions, public endpoints, and assistant IDs continue to work without a version parameter or migration.
The widget gives visitors an immediate AI answer and can move the conversation to a person when live support is appropriate. It keeps the same iframe-based security boundary and JavaScript SDK used by existing installations.

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Production capabilities

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Configure the widget

Open Assistant → Widget (/assistants/[id]/widget) to configure the production experience. The available settings include:
  • appearance, launcher, avatar, dimensions, and branding;
  • welcome copy, suggested messages, and quick replies;
  • history, feedback, live-support status, and response-time labels;
  • lead and ticket forms; and
  • audience rollout rules on the assistant’s Embed page.
The conversation itself remains AI-first. You do not need to choose a widget version or a conversation-start mode in the embed code or SDK.

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Forms and live support

The assistant can display the enabled lead or ticket form during a conversation. An SDK caller can also supply a complete custom form with a stable ID. Form success, error, and close events are delivered to the host page only after the matching outcome. When a visitor requests a person, the widget checks live-support availability and any required contact fields before entering the queue. If live support is unavailable or a handoff fails, the visitor stays in the AI conversation and receives a retryable, visitor-safe status.

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Audience rollout

Audience rollout controls whether the launcher appears for everyone, on specific URL paths, or only through a secret test link. It does not select a widget version and it does not allocate traffic by percentage. See Configuration for the audience controls.

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Fast-follow capabilities

Attachments, browser voice input, and plugin-rendered widget UI are fast-follow capabilities. They are not part of the production v2 composer today, even if a legacy configuration field or SDK plugin API is still present. Plan your visitor experience around text messages, forms, and live support until these controls are announced as generally available.

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Operational fallback

IllumiChat operations can temporarily restore the classic renderer without an embed or API change. This emergency fallback preserves stored assistant configuration and conversation data while an incident is investigated; it is not a merchant-facing version setting.

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Next steps

Configuration

Configure appearance, authentication, forms, and audience rollout.

SDK Reference

Control the widget and subscribe to message, form, and live-chat events.