Website chat widget

What the 2care chat widget does on your website, how visitors book live into your schedule, and how your team takes over a conversation.

3 min read

Terms

Widget. The chat bubble 2care adds to your website, opening into a chat window.
Topic. A button the visitor taps to say what they need, linked to one of your lead pipelines.
Flow. The steps a conversation follows for a topic, set up for your practice.
Takeover. A member of your team stepping into a chat in place of the agent.

What visitors can do

Ask a question. The agent answers from your practice's knowledge base, in your words.
Pick a topic. Topic buttons route the visitor to the right conversation and pipeline.
Book an appointment. Visitors choose a service, location, provider and time, and the booking is written live into your practice system.
Reschedule or cancel. Visitors find their existing appointment and change it.
See your offers. An offers tab shows cards for services you are promoting, each with a Book Now button.
Leave their details. A short form captures name, contact details and a message when the visitor would rather be called back.

Booking in the chat

Booking uses the same connection to your practice system as the voice agent. The steps follow what your system needs: some systems ask for the service first, others for the provider first.

Choose. The visitor picks a service, a location if you have more than one, and a provider.
Pick a time. Open slots are read live from your schedule.
Confirm details. The visitor enters the details your practice system requires.
Book. The appointment is written to your practice system and a confirmation card appears in the chat.

Where your setup supports payments, a deposit can be collected before the booking is confirmed.

Changing an existing appointment

Rescheduling and cancelling touch a patient's own record, so the visitor confirms who they are first. A one-time code is sent by WhatsApp or SMS to the phone number on file, and the visitor enters it in the chat. They then review the change and tick a consent box before it is made.

Lead capture is switched on once your practice has set a consent notice for the widget. Every form includes a required consent checkbox. A hidden field that people never see catches automated spam, and those submissions are dropped quietly.

Your team in the conversation

Every chat lands in your 2care inbox, linked to the visitor's lead. A member of your team can take over at any time, and the agent stays silent while they hold the chat. When your team hands back, the agent picks up again.

If a chat is taken over and nobody replies for a while, the conversation is handed back to the agent so the visitor still gets an answer.

Setting it up

Choose your branding. Your logo, colour and the opening greeting.
Choose your topics. Pick which pipelines appear as topic buttons.
Add your consent notice. The text and a link to your privacy policy.
Add the snippet. Your 2care team gives you one script tag to paste into your website.

You can run a separate widget for each website or landing page.

Questions

Does the chat work on phones?

Yes. The widget is built for mobile screens as well as desktop.

Does the chat also cover WhatsApp and Instagram?

The same conversation flows answer WhatsApp and Instagram DMs, and every thread sits in the same inbox.

Does a visitor lose the chat if they reload the page?

No. The conversation resumes where they left off.

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