On the Web channel settings page (Project settings → Channels → your Web channel), under Home screen & chat flow, turn on Enable home screen (shows KB, FAQ, history before chat). Show Knowledge Base, Show FAQ and Show past conversations are independent switches: show the destinations you want visitors to use. Home-screen features, including other contact links, need the home screen enabled.
Allowing multiple conversations
Allow multiple conversations is off by default and appears while the home screen is enabled. Turn it on to let a visitor start a separate conversation before their current one has ended. The home screen then shows Continue conversation for the most recently active open conversation alongside New conversation. With two or more open conversations, Open conversations lists them for switching. Each reaches your inbox separately.
The chat's All conversations link returns to the home screen to switch conversations; its dot indicates an unread reply in another conversation. Unread dots and the launcher badge also account for the visitor's other open conversations. A visitor can have up to 10 open conversations per channel; at the limit, they must continue an existing conversation. Starting another conversation uses the usual first-send captcha checks. With the setting off, or the home screen disabled, the widget keeps its usual single-conversation flow.
Show past conversations separately controls the Past conversations card. It opens history with both open and ended conversations. An open one can be continued; an ended one opens read-only, with the rating prompt when a rating is still wanted. Opening an ended conversation does not reopen it.
Other ways to contact us
Open Other channels in the Web channel settings and enable Show in the widget. Use Add one of your channels… to add a Telegram, WhatsApp, Viber or email channel already connected to this project. Adding these links is free. The address comes from the connected channel and follows changes to it; a channel that is off, unavailable under the plan or not connected yet is not shown.
On paid plans, Add custom link lets you enter a Name and Link for another service, website, phone number or email address. Choose from 18 preset icons, or select Upload your own icon for a PNG, JPG or WebP image under 2 MB, then press Add link. Use the row controls to edit, remove or reorder links. The section supports up to 12 links in total.
Press Save changes. The links appear as round icons under Other ways to contact us at the bottom of the widget's home screen. Turn on the home screen if the section is missing. Custom links are hidden if the current plan does not include them.