Yesterday we wrote about personalizing how the website widget looks. This post is about the other half of the same inbox: the settings that decide how your website inbox behaves before, during and after a visitor writes. In HellouOne, you configure a website inbox in Settings, Inboxes, by opening the gear icon on the inbox and choosing Edit. An administrator sees four tabs: Settings, Pre chat form, Collaborators and Translation. This walkthrough follows our help guide: Website inbox settings (https://help.hellou.ai/hc/hellou/articles/1791215206-ajustes-de-bandeja-sitio-web).
Settings: identity, greeting and who can embed your widget
The Settings tab holds the basics. The inbox name is what your team sees in the conversation list, so name it for the site it serves, not for the channel type. The greeting is the first message a visitor sees when they open the widget, and the welcome tagline is the short line under your business name that explains what you do.
Two fields shape expectations. The team availability message is what visitors see outside business hours, and it should say when the team will answer instead of leaving silence. Allow email capture asks the visitor for an email address, so your team can follow up even if the visitor leaves the page before the conversation ends.
Allowed domains is the security field in this tab, and it deserves attention. It is a whitelist of the domains allowed to load your widget. The guide recommendation is to list every domain and subdomain where the widget should appear, production and any test domain you use, and nothing else. A widget that loads anywhere can be embedded by anyone; a whitelist keeps your chat, and the team behind it, on your sites only.
Changes in this tab apply when you click Update. Nothing here needs code: the widget already installed picks the settings up.
Pre chat form: what you ask before the first message
The Pre chat form tab has an enable or disable switch for the form visitors see before starting a conversation. When it is on, you choose which fields to collect, typically name, email and phone, and which of them are required.
The trade off is real and worth deciding deliberately. A required name and email make follow up possible and give the agent context from the first reply. Every required field also adds friction for a visitor who only wanted to ask something quick. Many teams require email only, and let the conversation collect the rest.
This tab also carries identity verification for returning visitors. When your site identifies a logged in user and passes that identity to the widget, the conversation can continue as the same contact instead of starting a new one.
Collaborators: who receives website conversations
The Collaborators tab lists the agents who can receive conversations from this website inbox, with add and remove controls for each agent. Only collaborators receive its conversations, which is the same inbox rule that applies to every channel in HellouOne.
Two settings matter here. Automatic assignment, when it is on, distributes new conversations among the available collaborators instead of leaving them unassigned for manual pickup. And your own availability status still applies on top: a collaborator who is busy or offline does not receive new assignments, whatever this tab says. Website traffic is bursty by nature, so automatic assignment plus honest availability statuses is what keeps a spike of visitors from becoming a pile of unanswered chats.
Translation: the language your widget speaks
The Translation tab controls the widget language behavior. The widget detects the visitor browser language automatically and shows its interface in that language when it is supported, with Spanish as the fallback when it is not. The supported interface languages are English, Spanish and Portuguese.
What you do not translate by hand is just as important: the fixed widget texts, buttons and system messages, are handled by the platform. Your job is the content your team writes, the greeting, the tagline, the availability message, in the languages your visitors actually use.
A short setup routine
Put together, a website inbox is ready when an admin has done four passes. Settings: a clear name, a greeting that sounds like your business, an availability message, email capture decided, and the domain whitelist tight. Pre chat form: on or off on purpose, with required fields kept short. Collaborators: the right agents in, automatic assignment decided, statuses honest. Translation: checked against the languages your visitors bring. Appearance brings visitors in; these four tabs are what make the conversation behind the button work.
Source: Hellou help center, Website inbox settings: https://help.hellou.ai/hc/hellou/articles/1791215206-ajustes-de-bandeja-sitio-web
