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The new widget (v2) is currently in beta. It is enabled per environment and opted into per assistant, so you can validate it in a staging environment before turning it on for production traffic. See Enabling v2 below.
The redesigned widget closes the UX gap with modern support widgets while keeping the same embed snippet, sessions, and APIs as the classic widget — the rewrite is frontend-only. You configure it from a dedicated settings page with a live preview.

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What’s new

CapabilityDescription
Conversation modesChoose how a conversation starts: ai_first (AI answers, escalates when needed), human_first (route to a person first), or hybrid.
Quick repliesUp to four tappable buttons that send a message, open a form, or escalate to a human.
Escalation rulesToggle when a chat hands off to a human: explicit request, low AI confidence, unresolved loop, keyword match, high-value customer, or frustration signal.
Business hoursPer-day open/close times with a timezone and an away message shown outside hours.
Pre-chat formCollect name, email, phone, or order number before the conversation begins.
Voice inputLet visitors dictate messages using the browser’s speech-to-text.
Transparent handoffVisitors see queue position, estimated wait, and the agent’s name during an AI→human transition.
Status & response timeOptionally show an online indicator and an estimated response time.

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Configuring v2

Open Assistant → Widget (/assistants/[id]/widget) to configure the widget. The page has five tabs and a persistent live preview that refreshes as you save:
  • Appearance — position, primary color, font family, launcher size, corner radius.
  • Behavior — conversation mode and online-status / response-time options.
  • Messages — welcome message and quick replies.
  • Handoff — escalation rules, business hours, and the pre-chat form.
  • Advanced — feature toggles (voice input, file uploads, feedback, history, CSAT, transcript email, powered-by) and the Use new widget (beta) opt-in.
The settings page is restricted to workspace admins.

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Enabling v2

v2 is gated by two switches that must both be on:
  1. Environment — the deployment must have WIDGET_V2_BETA_ENABLED=true. This is intended for staging/beta environments. When it is unset (the production default), v2 cannot be enabled or rendered, and the “Use new widget” toggles are disabled.
  2. Assistant — an admin enables Use new widget (beta) on the assistant’s Advanced tab.
This two-key design lets you roll v2 out safely: enable the environment flag in staging, opt a test assistant in, validate the experience end to end, and only then plan production general availability. Until the environment flag is set, the public embed always serves the classic widget — even for an assistant whose opt-in flag is already on (for example, on a database shared with staging).

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Rolling back

Turning Use new widget off (or unsetting WIDGET_V2_BETA_ENABLED) returns the assistant to the classic widget immediately. No embed or API changes are required.