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Support Widget Configuration

Configure and customize the embedded Muin support widget: connect your knowledge base, set up AI answers and ticket routing, and apply your branding.

The Muin Support Widget gives your customers instant self-service access to your knowledge base, AI-powered answers, and ticket creation. This guide covers how to configure the widget’s behavior, connect your knowledge base, set up ticket routing, and apply your branding.

Embed on Your Website

Paste this snippet before the closing </body> tag on any page where you want the AI support chat to appear. The widget renders as a floating chat bubble (bottom-right by default) and expands to a panel when a visitor clicks it.

<script
  src="https://muin-api.falaah.ai/embed/widget.js"
  data-type="support"
  data-tenant-slug="your-org-slug"
  data-position="bottom-right">
</script>
AttributeRequiredValue
data-typeyesMust be support
data-tenant-slugyesYour Muin tenant slug (visible in Settings → Support → Embed on your website)
data-positionnobottom-right (default), bottom-left, top-right, or top-left

The exact embed snippet pre-filled with your slug is available in-app: Settings → Support → Embed on your website (Copy button). No keys to manage — visitor conversations are tenant-scoped via the slug, and CAPTCHA on the chat-start endpoint blocks abusive traffic automatically.

You can also link customers directly to your hosted support portal at https://muin.falaah.ai/go/your-org-slug/support — the chat widget appears there too, alongside your knowledge base articles.

Overview

Key Features

FeatureDescription
Widget CustomizationConfigure the welcome message, quick actions, and greeting flow
Knowledge Base IntegrationConnect articles and FAQs so the AI can answer common questions instantly
Ticket CreationLet visitors create support tickets when AI cannot resolve their issue
BrandingApply your organization’s colors, logo, and messaging to the widget (Coming Soon)
Pre-Chat FormsCollect visitor name, email, and topic before a conversation starts
CAPTCHA ProtectionBlock bot spam with invisible, checkbox, or challenge CAPTCHA

How to Configure the Widget

Basic Setup

  1. Navigate to Settings —> Support —> Widget
  2. Configure the greeting message that visitors see when they open the widget
  3. Add quick action buttons for common topics (e.g., “Track My Order”, “Billing Help”, “Contact Sales”)
  4. Set up the knowledge base so AI can answer questions automatically:
    • Go to Support Widget —> Knowledge Base
    • Add articles, FAQ pairs, or upload documents to the document pool
    • AI indexes this content and uses it to respond to visitor questions

Ticket Routing

When AI cannot resolve a question, visitors can create a ticket:

  1. Go to Support Widget —> Escalation
  2. Configure what happens when a visitor requests human help:
SettingOptions
Route ToSpecific team, round-robin assignment, or least-busy agent
Notify ViaEmail, push notification, or SMS alert
Queue MessageCustom “please wait” message shown to the visitor
Offline BehaviorLeave a message, receive email follow-up, or schedule a callback
  1. Tickets created through the widget appear in the Communications Hub inbox for your team to handle

Pre-Chat Forms

Collect visitor information before the conversation starts:

  1. Go to Support Widget —> Pre-Chat Forms
  2. Add fields: name, email, topic, or custom fields
  3. Mark fields as required or optional
  4. Configure routing rules based on form responses (e.g., route “Billing” topics to the finance team)

Security

Enable CAPTCHA to block bot spam:

  1. Go to Support Widget —> Security
  2. Toggle Enable CAPTCHA
  3. Choose when CAPTCHA triggers: always, when suspicious behavior is detected, after hours, or during high traffic

Tips

  • Keep the knowledge base current — review the “Unanswered Questions” report weekly and add articles for gaps. The better your content, the more questions AI resolves without human intervention.
  • Use pre-chat forms strategically — collecting email and topic upfront helps route conversations correctly and lets you follow up if the visitor disconnects.
  • Test the visitor experience — open your support portal URL in an incognito window and go through the full flow as a customer would. Check that AI answers are accurate and escalation works smoothly.
  • Connect to workflows — pair the widget with workflows to auto-create tasks, send follow-up emails, or update CRM records when tickets are submitted.

Next Steps