Putting the service desk on your website

Most shop websites already have a contact form, and most of those land in an inbox somebody reads on Monday. A property manager with a rooftop unit down on Saturday afternoon wants something faster, so the service desk can live on the site itself. One snippet gives the website a request form and a chat with Bolt, and both put a request in the same queue as a phone call, with the visitor's own sense of how urgent it is and a reference like SR-K7M2QX.

Getting the snippet

In Office, open Service desk > Setup and choose Add website chat. Give it the name visitors will see, which is normally the shop's name, and pick what goes on the website: the chat and the request form, or either one on its own. Once it's saved, the card has a Copy snippet button, an Email it to your web person button that opens an email with the snippet and where it goes already written, and an Open test page link so you can watch it work before anyone touches the real site. The snippet itself is under Snippet and settings.

The card also tells you whether it's working. It says "Not on your website yet" until one of your listed websites loads the chat, then "Live on" your site's address, along with when the last request came through it.

If the office has put a billing phone and email in Admin > Billing, the snippet carries them along. They matter later, when BoltWright can't be reached.

Where it goes on the site

The snippet is a script tag followed by the spot for the request form, and it looks like this, with your own key in place of YOUR_KEY:

<script src="https://app.boltwright.com/embed/intake.js" data-boltwright-intake="YOUR_KEY" data-mode="both" data-phone="403-555-0100" data-email="service@yourshop.example" defer></script>

<div data-boltwright-intake-form></div>

Copy it from Setup rather than typing it, since the key has to match exactly. The script tag goes once on every page where you want the chat to appear, because the chat only shows up on pages that load the script. The form line goes where the request form belongs, usually on the contact or service page, and a page with the script but no form spot gets the chat alone.

By default the chat is a launcher in the corner of the page that reads "Message the service desk", and a click opens the chat panel over the page. If you'd rather the chat sat inside the page, on a request service page for instance, give it a spot of its own and the widget builds the chat there instead of in the corner:

<div data-boltwright-intake-chat></div>

Which websites may use it

Each website chat has a list of your website's addresses in Setup, one per line, written the way the browser sees them: https://www.example.com, not example.com and not a page address. The snippet answers only on sites on that list, so a copy of the tag pasted somewhere else does nothing. If the site serves pages from both https://example.com and https://www.example.com, list both.

If a key gets loose, tick Issue a new key when you save the website chat. The old snippet stops working, and the new one has to be pasted in its place.

Changing the colour and greeting without touching the site

The website picks up the accent colour and the greeting every time a page loads, so the office can change either one in Setup and the site follows without anyone pasting the snippet again. The accent colours the launcher and the buttons, and it starts as BoltWright yellow, #f3ce35. BoltWright picks dark or white text for the buttons, whichever reads better against your colour, and if neither reads well enough it refuses the colour and asks for a slightly darker or lighter shade.

The greeting is a small bubble over the corner launcher, "Need service? Ask us here." unless you change it. It appears a few seconds after the page loads, once per visit, and it never opens the chat on its own. Clicking it opens the chat, and the visitor can dismiss it with its close button instead. Leave the greeting empty in Setup and there's no bubble at all. It belongs to the corner launcher only, so a chat placed inside the page never gets one.

Opening the chat from your own button

Most sites want their own button in the header or on the service page. Add data-boltwright-intake-open to any button or link and a click on it opens the chat. The page's own script can do the same with window.dispatchEvent(new Event("boltwright:intake-open")).

Both work before the widget has finished loading, so a visitor who clicks early sees the chat open as soon as it's ready rather than nothing at all. Neither does anything on a form-only website chat, since there's no chat to open.

When BoltWright can't be reached

If our side is down or the visitor's connection drops, the widget doesn't vanish. The form spot and the chat show "Online service requests aren't available right now" with the office phone and email the snippet carries, when the office has set them, and a Try again button, so the visitor still has a way to reach you.

A key BoltWright doesn't recognise, or a website that isn't on the allowed list, shows that same notice in the form spot but no corner launcher, because a chat that could never work shouldn't sit in the corner of every page. If the form spot shows the notice while BoltWright itself is fine, check the allowed websites first.

Counting what it brings in

The widget fires a boltwright:intake event on the window so the site's own analytics can count conversions. The event carries a type of chat_started, submitted or form_requested (the visitor moved from the chat to the form), plus the channel and the reference, and nothing else. What the visitor typed never goes into that event.

Session recording tools on the site get the same treatment. What the visitor types in the widget, and the conversation itself, are kept out of recordings, while the launcher, the greeting, the buttons and the page around them stay visible, so you can still see where people click.

Getting a text when someone starts a chat

Text me about new chats is an optional number on each website chat, and it's for the office rather than the web person. With a number in, the shop gets at most two texts per chat: one when a visitor types a first message, with the page it came from and the start of what they wrote, and one when a request is saved with a name and callback number. A form submission gets only the second. Each text links to the request in Office, and opening the chat panel and closing it again texts nobody, so the phone doesn't buzz every time someone pokes at the corner.

Updated September 30, 2026.