Customer Support

Add the chat widget

No build step, no npm install — two script tags in your <head>and you're done. The first queues any calls made before the SDK loads; the second loads the SDK itself using your write key.

Get your write key

Each client account has its own write key. Log in to your account and go to:

NOTE

Use the prod key (ax_prod_…) for your live site and the staging key (ax_stg_…) for development — they're prefixed so they're easy to tell apart.

Paste the snippet into your `<head>`

Copy the block below and paste it inside <head>, before the closing </head> tag. Replace YOUR_WRITE_KEY with the key from step 1.

index.html — paste before </head>

<script>
(function (w, d, s) {
  var q = [];
  function stub() { q.push(arguments); }
  stub.q = q;
  w.campaign = w.campaign || stub;
})(window, document, 'script');
</script>
<script async
  src="https://config.axilrate.com/sdk/campaign.min.js"
  data-write-key="YOUR_WRITE_KEY"
  data-support-widget="true"
></script>

REPLACE

YOUR_WRITE_KEY is the only value specific to your site — everything else in the snippet stays the same for all accounts.

What each piece does

The first <script> block is a synchronous stub that queues any campaign(…) calls made before the real script finishes loading — nothing is lost if your own code calls it higher up the page. The second loads the SDK itself with async, so it never blocks page render. data-write-key identifies which account it belongs to.

Optional data attributes

Add these to the same <script> tag to control SDK behaviour without writing JavaScript:

Attribute	Purpose
data-write-key	Required — identifies your account.
data-support-widget="true"	Required to show the chat widget — it is off by default. It also needs the server-side flag to be on (see 2c).
data-user-id-cookie	Auto-identify a returning logged-in visitor from a cookie your login flow already sets.
data-webpush-prompt="off"	Never auto-show the web push opt-in prompt (it auto-shows by default). Tracking is unaffected.
data-webpush-prompt-audience="logged-in"	Only offer the web push prompt to visitors you've identified with `campaign('identify', …)`.

Turning the widget on and off from the server

The widget appears only when both are on: data-support-widget="true" in your snippet (your site opting in) and the Customer Support flag for your write key on the server. That lets the server flag be on for other reasons — for example to run WhatsApp support — without a chat widget appearing on a site that hasn't asked for one, and lets you switch the chat off from the server without editing your site.

Setup	What visitors see
Server flag on + `data-support-widget="true"`	The launcher and chat panel appear.
Server flag on, attribute missing	Nothing renders — the site hasn't opted in.
Server flag off (or unavailable)	Nothing renders — the widget isn't drawn and then hidden, it is simply never mounted.

DELAY

A change takes up to about 5 minutes to reach visitors (the answer is cached), and a page that's already open keeps its current state until it's reloaded. To take it off your site without touching the server flag, remove data-support-widget="true".

Verify

Confirm the SDK loaded and your write key is being picked up.

1Open your site and open DevTools → Console.
2Type window.campaign and press Enter — you should see the SDK object, not undefined.
3In the Network tab, confirm a request to config.axilrate.com/sdk/campaign.min.js returns 200.

Once live, configure the widget's behaviour — bot mode, handoff rules, business hours, and appearance — from the Customer Support settings in your account.