> For the complete documentation index, see [llms.txt](https://v5docs.keyfax.biz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://v5docs.keyfax.biz/conversations/web-chat.md).

# Web chat

A Keyfax conversation held in writing, in a chat window on your own site.

<figure><img src="/files/S6uCqBPsnMNrpYCxxdoy" alt="A web chat conversation about a blocked drain"><figcaption><p>A tenant describes a problem in their own words, and the script takes it from there</p></figcaption></figure>

## What is different about chat

**People describe rather than choose.** Nobody opens a chat window and picks a category. They say "my drain is blocked", and the routing works out which script that is. Your category names matter less than your keywords.

**Answers are offered as buttons, but typing still works.** A caller can press an option or write something that means the same, and Keyfax will match it where it can.

**The conversation can be interrupted.** People ask side questions, change their minds, and come back to a window they left open twenty minutes ago. A script that only works when followed in order will not survive contact with chat.

## Setting it up

The widget is added to your own site, and which script set a chat starts in is set under [Chat and Telephony](/configuration/chat-and-telephony.md). The same page carries the styling, so the window matches your site rather than looking bolted on.

Rehearse changes in [Test Chat](/testing/test-chat.md), which runs the same engine against the same scripts.