What visitors see in the messenger

The messenger is a small iframe, not a new tab. Visitors stay on the page they were already reading.

The three tabs

Home is the welcome line and any suggested questions you saved on the Widget screen. Messages is the thread. Articles searches published help pages — title and body — without opening a new tab.

Suggested questions are one per line in Widget settings. Keep them to things you can actually answer this week.

Widget studio can also fire one teaser when the URL contains a string, after a delay. That is not Series and not a multi-rule popup product.

Live typing and resume

Typing from the inbox shows in the widget. If they close the tab and come back in the same browser, Cove tries to restore the session from a short-lived token so they do not start from zero. That is a cookie and localStorage on their machine, not a logged-in account.

After you resolve

When an operator marks the conversation resolved, the widget ends that chat and can prompt for CSAT (1–5). A new message after that is a new conversation. That is intentional: resolve means the visit is over, not hidden.

Highlight on page is a short banner from the inbox — not co-browse, screen share, remote control, or a video call. Translation is for the team in the inbox, under the original — not a pass over the messenger they see.