Chat: one Knowledge list, leads you can see, and a preview that really answers

A round of changes to make building a widget simpler to follow.

Widgets, Knowledge, Bots

The thing on your website is called a widget now, and the AI that answers on it is a bot. Creating one goes Name → Who answers → Knowledge → Install, with installing last. Inside a widget the tabs are Look · Words · Answering · Behaviour · Leads, and the preview on the right answers with your real bot.

Leads

Every widget keeps its own Leads: anyone who left an email or phone number, with every answer they gave, exportable as CSV. Like form submissions, they're kept on the widget - add them to your CRM with the new Widget lead automation trigger.

Goals live on the bot

What a bot tries to find out is now part of the bot. Drag the details into the order it should ask for them.

One Knowledge list

Answers is now Knowledge, and FAQ and Articles are one list instead of two tabs - quick answers and articles side by side, badged, with a single + Add menu. Which one you want is explained where you choose: a quick answer is matched word-for-word before any AI runs, so it's instant and free; an article is read and summarised. Imported websites sit under Sources, where you rescan or replace them, so a scan of 200 pages no longer buries the dozen answers you wrote by hand. Collections only appear once you have more than one. Each knowledge base holds one website, and scanning is far more reliable - and says why when a site can't be read. Visitors only see articles you pick for a widget's Help tab.

Also

Office hours and the “show the real teammate's photo” switch now save properly, fonts are a list, and images come from your Content Library. Attaching a bot shows its picture and name, the long explanation of how “least busy” is decided moved into an ⓘ tooltip, and switching section no longer flickers.