9bx Connect
The customer-side widget
What your visitors see and can do in the chat box on your website or app.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Knowing the visitor's view helps you set up the widget well and answer "I do not see the chat" questions. Texts below are the English defaults. Your administrator can change any of them per language (English and Bangla).
Who can use it
Any visitor to a site where the widget is installed. Nothing to log in to.
Where to find it
A round Chat button at the bottom corner of the site (left or right, chosen in Widgets). A red badge shows unread replies.
The screen explained
The home screen, the pre-chat form and a chat in progress.
Home screen
| Item | What the visitor sees |
|---|---|
| Header | Your logo and name, with status "Online", "Away" or "Typically replies in N min". |
| Greeting | "Hi there. How can we help you today?" or your own welcome line. |
| Send us a message | Starts a chat. |
| Continue the conversation | Shown when there is an earlier chat. |
| Search our help articles | Searches your Knowledge base. "No articles found. Send us a message instead." |
| Call us | Starts a browser call, if enabled. |
| Chat on WhatsApp, Chat on Telegram | Cards that open those apps, if you added links. |
Before the chat
If you ask for details the visitor fills a short form (Your name, Email, Phone, How can we help?) and, if required, ticks "I agree to the chat being stored to help with my request." then presses Start chat.
In the chat
| Item | What happens |
|---|---|
| Messages | Labels show Assistant (chatbot), AI assistant, or the agent's name. "{name} joined the chat" appears when an agent arrives. |
| Chatbot buttons | Tappable options. "Was this helpful?" with Yes and No follows AI answers. |
| Queue notice | "You are number N in the queue" with "Estimated wait: about N min" or "An agent will be with you shortly". |
| Typing | "{name} is typing". |
| Ticks | Delivered and Seen. |
| Attach a file (paperclip) | Sends a photo or file. "This file is too large." if over the limit. |
| Emoji, Send | Picker and send button. |
| Header icons | Call us, Email me this chat (asks for an email), language switch (English and বাংলা), Close. |
| Screen sharing | "An agent would like to see your screen. Allow?" with Allow or Not now. |
When you are closed
The visitor sees "We are away right now. Leave a message and we will get back to you." with Your name, Email, How can we help?. Afterwards: "Thank you. We received your message." The message becomes a ticket or an email, as you chose under Hours.
After the chat
"This chat has ended." with Start a new chat. The visitor can rate "How was your chat?" with faces from "Very bad" to great, add an optional comment and send. "Thanks for your feedback."
Tasks
Check what visitors see
- Open your site in a private window.
- Click Chat and read the home screen.
- Repeat outside opening hours to check the away form.
Example scenario
A customer on the Padma Net website searches "router red light", finds an article, then still presses Send us a message. The bot asks for her phone number, then she sees "You are number 2 in the queue. Estimated wait: about 3 min" until Rina joins.
Tips
- Mention typing preview and storage in your privacy notice.
- Keep welcome lines short.
Troubleshooting
Visitor says no chat button. The site is not in the allowed sites list, the widget is paused, or live chat is off.
The visitor cannot send files. The file is too large.