Visitor chat pane
Display the visitor conversation in a separate frame that can open, minimise and adapt to the space available on your website.
What it is
The chat pane contains the visitor's conversation, message box and available menu actions. INSIDE loads it in a separate frame within your website, with its own styling. Visitors can open or minimise it and use the controls your theme provides.
Who uses it and why
Visitors use the pane while browsing your website. Developers integrate the entry points and check that the pane fits alongside website navigation, banners and other page controls.
Where to find it
Visitors open the pane from your chat entry point. Configuration is in Settings › Chat › Themes, under Chat Pane, for someone with the Settings role. Older setups use Settings › Chat › Chat Pane.
How it works
INSIDE prepares the frame, styles and images before revealing the interface. The pane then displays chat, intake forms, offline help or other content appropriate to the visitor's state.
Visitors can minimise the pane and reopen it from the available entry point. Desktop layouts support resizing from the pane corners. If Draggable Chat Pane is enabled, visitors can also move it. Resizing and repositioning account for the browser boundaries.
INSIDE remembers open and closed state in browser storage. Restoration also considers the device, availability and active conversation, so an open pane is not restored identically in every situation.
Configure it
In a theme, use Chat Pane › Settings for position, dynamic height and dragging. Use Chat Pane › Styling for dimensions and offsets, and Icons for header actions.
Developers should use the visitor integration for website-owned controls. Treat removal of the chat interface as a separate integration operation. Minimising the pane is a visitor display action, not a request to remove the integration.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Chat Pane Position | Settings › Chat › Themes › Chat Pane › Settings | website | Right, vertically centred | Settings role | Choose where the pane opens. |
| Fixed Width | Settings › Chat › Themes › Chat Pane › Styling | website | 400 pixels when not set | Settings role | Set the desktop pane width; the editor accepts a minimum of 330 pixels. |
| Fixed Height | Settings › Chat › Themes › Chat Pane › Styling | website | 550 pixels when not set; 1200 pixels for a transparent avatar pane | Settings role | Set the desktop pane height in Chat Pane styling; the editor accepts a minimum of 420 pixels. |
| Dynamic Height | Settings › Chat › Themes › Chat Pane › Settings | website | Off | Settings role | Adjust pane height to its content within the configured limits. |
| Side Offset | Settings › Chat › Themes › Chat Pane › Styling | website | 0 pixels when not set | Settings role | Set the desktop distance from the left or right browser edge. |
| Vertical Offset | Settings › Chat › Themes › Chat Pane › Styling | website | 0 pixels when not set | Settings role | Set the desktop distance from the top or bottom browser edge. |
| Draggable Chat Pane | Settings › Chat › Themes › Chat Pane › Settings | website | Off | Settings role | Allow visitors to move the desktop pane. |
| Expand | Settings › Chat › Themes › Icons | website | Off | Settings role | Show the expand control in the pane header. |
| Close | Settings › Chat › Themes › Icons | website | Off | Settings role | Show the header close control. |
| Use Close Icon for Minimize | Settings › Chat › Themes › Icons | website | Off | Settings role | Use a close-style icon for the minimise action when the separate close control is disabled. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure pane layout and header controls in Themes or the legacy Chat Pane screen. |
Limits and good to know
- Minimising the pane does not by itself end the conversation. Ending chat is a separate action.
- Desktop width, height and offset settings do not describe the full-screen mobile layout.
- Slow images or other chat assets can delay the first visible pane.
- Browser storage restrictions can affect remembered display state.
- The separate frame helps keep chat styling apart from website styling; it is not a promise of a security boundary between chat and your page.
Depends on and works with
+13 more · used by
- Offline help for visitorsRequires
The visitor pane displays the offline experience.
- Visitor tracking consent and communication opt-insRequires
The visitor chat pane displays the privacy prompt and pre-chat opt-in controls.
- Chat tasks and topics for visitorsRequires
The visitor chat pane displays guided task steps and related topics.
- Rich content in visitor chatRequires
The visitor chat pane renders the rich messages or their text alternatives.
- File attachments for visitorsRequires
The visitor chat pane contains the attachment controls and upload progress.
- Email and print transcripts for visitorsRequires
Visitors request email and print transcripts through the chat pane's controls.
- Appointment booking for visitorsRequires
The visitor chat pane opens the appointment intake and booking experience.
- Video Feed for visitorsRequires
The visitor chat pane hosts video browsing and the return-to-chat controls.
- Chat avatars and visitor reactionsRequires
The visitor avatar experience uses the chat pane for its conversation and controls.
- Legacy chat pane settingsRequires
Older panes use the shared visitor chat embedding and loading experience.
- Previous chat history for visitorsRequires
The visitor chat pane displays current messages and permitted earlier chats.
- Add to cart from product cardsRequires
The embedded chat communicates with the current storefront page.
- Website domain checks for browser requestsRelated
Test the embedded visitor chat pane after changing approved website domains.
View all connections as a list
This feature uses
- Chat tabs for visitorsEnhances
A chat tab gives visitors a way to open and return to the pane.
- Visitor chat themes and brandingConfigured by
Themes supply the pane layout and controls.
- Mobile chatEnhances
Mobile layout changes pane size and host-page scrolling.
- Chat accessibility and keyboard navigationEnhances
Keyboard controls manage pane and menu focus.
- Visitor chat status and waitingEnhances
The pane displays conversation and connection states.
- Legacy chat pane settingsRelated
Legacy panes use separate appearance and layout settings.
Used by
- Chat tabs for visitorsRequires
The tab opens or returns to the visitor chat pane.
- Mobile chatRequires
Mobile layout adapts the visitor chat pane.
- Chat accessibility and keyboard navigationRequires
The visitor pane contains the keyboard-controlled interface.
- Visitor messages and sending feedbackRequires
The visitor pane contains the message box and send control.
- Visitor chat status and waitingRequires
The pane presents status messages and next actions.
- Pre-chat survey for visitorsRequires
The pre-chat survey is displayed within the visitor chat pane.
- Department selection before chatRequires
The visitor chat pane displays the department choices.
- Custom fields in visitor formsRequires
The visitor chat pane displays pre-chat, offline and task form controls.
- Offline help for visitorsRequires
The visitor pane displays the offline experience.
- Visitor tracking consent and communication opt-insRequires
The visitor chat pane displays the privacy prompt and pre-chat opt-in controls.
- Chat tasks and topics for visitorsRequires
The visitor chat pane displays guided task steps and related topics.
- Rich content in visitor chatRequires
The visitor chat pane renders the rich messages or their text alternatives.
- File attachments for visitorsRequires
The visitor chat pane contains the attachment controls and upload progress.
- Email and print transcripts for visitorsRequires
Visitors request email and print transcripts through the chat pane's controls.
- Appointment booking for visitorsRequires
The visitor chat pane opens the appointment intake and booking experience.
- Video Feed for visitorsRequires
The visitor chat pane hosts video browsing and the return-to-chat controls.
- Chat avatars and visitor reactionsRequires
The visitor avatar experience uses the chat pane for its conversation and controls.
- Legacy chat pane settingsRequires
Older panes use the shared visitor chat embedding and loading experience.
- Previous chat history for visitorsRequires
The visitor chat pane displays current messages and permitted earlier chats.
- Add to cart from product cardsRequires
The embedded chat communicates with the current storefront page.
- Website domain checks for browser requestsRelated
Test the embedded visitor chat pane after changing approved website domains.
FAQ and troubleshooting
Why does chat reopen after changing pages?
INSIDE can restore an open pane or provide a return path for an active conversation. Check the theme's active-chat tab options as well as pane settings.
Why is the pane larger on a phone?
Mobile chat uses the available viewport rather than simply copying desktop dimensions.
Why can I not drag the pane?
Dragging depends on Draggable Chat Pane and the device layout. Check the desktop theme configuration.
Does closing the visible pane end chat?
Minimising does not. Use the conversation's end-chat action when you want to end it; the header icon's appearance alone does not identify its configured action.