How-to guide

Choose where the widget appears

Keep the chat widget and help center off pages where they get in the way, and bring them in exactly when they help: for signed-in customers, during a campaign, or after someone has been reading for a while.

Where to find it

Open Channels, select your website channel, open the Live Chat tab and scroll to Where the widget appears. Owners and admins can change it. Select Save changes when you are done. Visitors get the new rules on their next page load.

Allow and block lists

Under Pages, choose one of three modes:

Show on every page: The default. No page list is used.
Only show on these pages: An allow list. The widget appears only where a pattern matches.
Hide on these pages: A block list. The widget appears everywhere except where a pattern matches.

Add one pattern per page. Start a pattern with / to match a path on any of your domains, or include the domain to target one site. * matches anything. Matching ignores capital letters and the query string, unless your pattern contains ?.

Pattern	Matches
`/pricing`	Exactly /pricing (a trailing slash is ignored)
`/blog/*`	Every page under /blog/, but not /blog itself
`/blog*`	/blog and every page under it
`checkout`	Any path containing checkout
`shop.example.com/*`	Every page on that domain (www. is ignored)
`/pricing?plan=*`	/pricing only when it has a plan parameter

Show the widget based on triggers

Under Only show when, add up to 20 conditions. With more than one, choose whether All conditions match or Any condition matches. The widget appears only on an allowed page and when the conditions match. Dates and times use your workspace time zone from Workspace settings.

Condition	What it checks	Example
Page URL	The full address of the current page. Matches pattern uses the same wildcards as the page list.	contains /pricing
URL parameter	One query parameter, such as a campaign or coupon. Use is set to check that it is there at all.	utm_campaign is summer-sale
Came from (referrer)	The page the visitor arrived from.	contains google.
Visitor email	The email your site sent with identify, or the visitor typed in. Use is set for “signed-in visitors only”.	ends with @acme.com
Visitor attribute	Any attribute your site sends with identify or setAttributes: a user ID, group, plan, or custom field. Compares text, numbers and true/false exactly.	group is one of vip, beta
Date	Today's date, from and/or until a day (both included).	from 2026-11-24 until 2026-11-30
Day and time	Days of the week and a time window. A window that ends before it starts runs past midnight.	Mon–Fri, 09:00 until 17:00
Device	Phone, or tablet and computer.	Phone
Browser language	The visitor's browser language. de covers de-CH and de-AT.	is de
Time on page	Seconds since the visitor opened the current page. The widget appears as soon as the time is reached.	at least 15 seconds

Rules are checked again whenever the visitor moves to another page in a single-page app, when your site sends new attributes, and every minute while a date or schedule condition is set. If the chat is open when the rules hide it, it closes. The conversation is kept for when the widget comes back.

Send the values your rules check

Visitor email and attribute conditions read what your site passes to the widget. Signed-in visitors using a verified identity (userJwt) should also pass email if an email condition needs it.

HTML

<script>
  // Send the values your display rules check
  sonny('identify', {
    email: 'anna@acme.com',
    attributes: { userId: 'u_123', group: 'vip', seats: 12 }
  });

  // Later, when something changes
  sonny('setAttributes', { group: 'beta' });
</script>

Override the rules from your code

Your own code always wins. sonny('show') and sonny('hide') ignore the rules until the page reloads.