How the Widget Works
What happens when a visitor opens the chat — from the first message to a qualified lead.
Understanding the flow helps you get the most from the widget and know what to expect in your dashboard.
The Conversation Flow
- 1Visitor opens the widget — Elvix creates a private dialog for this visitor (reused on their return visits, so conversations continue).
- 2Visitor sends a message — it is saved and forwarded to your AI pipeline together with your agent’s settings and the conversation history.
- 3The AI searches your Knowledge Base — it finds relevant content and generates a reply that fits your brand voice and sales script.
- 4The reply appears in real time — delivered instantly via websocket, so the conversation feels natural.
- 5Lead detected — when the visitor shows buying intent, the agent collects contacts and you get an email notification. See Leads.
Isolation by Design
Every company and every visitor are fully isolated: each company has its own private knowledge namespace, and each visitor dialog is stored separately. Visitors can never see each other’s conversations, and your agent only searches your Knowledge Base.
Conversation History
The agent remembers the current dialog (you control how many previous messages are included — see Conversation Settings). On the visitor’s next visit, the conversation continues where it left off.
When the Agent Is Paused
If your trial expires or you reach your message limit, the agent pauses and the widget switches to offline mode: visitors see a short notice and a contact form, so you still capture leads. See Offline Mode.