What’s new

• A new Load on user interaction toggle is available in Chat Widget > Chat Window tab > Additional Options.
• When enabled, the chat widget delays loading until a visitor interacts with the website.
• This can improve initial page performance by reducing widget loading during page render.
• Existing widgets keep the current behavior unless this toggle is enabled.

How it works

1. Go to Sites > Chat Widget Builder.
2. Open the Chat Window tab for the chat widget you want to update.
3. Under Additional Options, enable Load on user interaction.
4. After it is enabled, the widget loads after a visitor interaction such as scroll, click, or touch. If there is no interaction, the widget loads automatically after a fallback delay (about 8 seconds).
5. If the toggle is disabled or not configured, the widget loads immediately as it does today.

Why it matters

• Reduces immediate script execution during page load.
• Can improve user experience, especially on mobile devices.
• Keeps the widget available while minimizing impact on page speed.
• Gives businesses more flexibility in balancing performance and customer engagement.

Notes

• Existing widgets will continue using immediate load behavior unless the setting is enabled.
• This applies to customer-facing chat widgets placed on a website or other digital property.
• Fallback auto-load behavior helps ensure the widget is still available even without interaction.