Widget setup and configuration

The Support widget is a chat interface that appears on your website, allowing users to start conversations with your team. It loads automatically when enabled and captures session context for each ticket.

Enabling the widget

1. Go to Support in PostHog and click Settings
2. Click Enable conversations (if not already enabled)
3. Go to the In-app widget section and enable it
4. Configure your settings (see below)
5. Save

The widget appears as a floating button on your site. By default it appears in the bottom-right corner, but you can customize its position in the settings.

Widget configuration

These settings are configured in the In-app widget section of Support settings.

Domain restrictions

You can restrict which domains the widget appears on for security:

// Configured in PostHog settings
domains: [
  "example.com",              // Exact match
  "*.example.com",            // Wildcard: matches sub.example.com
  "https://app.example.com"   // With protocol (protocol is stripped)
]

If domains is empty or not set, the widget shows on all domains.

Controlling widget visibility

Use the JavaScript API to programmatically show or hide the widget:

// Show the widget (renders it if not already rendered)
posthog.conversations.show()

// Hide and remove the widget from DOM
posthog.conversations.hide()

// Check if widget is currently visible
const isVisible = posthog.conversations.isVisible()

This is useful for:

• Showing the widget only on certain pages
• Triggering the widget from a custom button
• Hiding the widget during specific user flows

Disabling the widget via config

You can disable conversations entirely via the PostHog init config:

posthog.init('YOUR_API_KEY', {
  disable_conversations: true  // Prevents loading the conversations module
})

This is different from hiding the widget – it completely disables the feature.

Recover tickets across browsers

Support tickets are tied to the browser session by default. If a user switches browsers or clears their storage, they won't see their previous tickets. The widget includes a Recover your tickets link to handle this.

How recovery works

1. The user clicks Recover your tickets in the ticket list
2. They enter the email address used in previous conversations
3. A recovery link is sent to that email (expires in one hour)
4. Clicking the link opens the widget and restores their tickets in the new browser

If the page URL contains a ph_conv_restore query parameter (from clicking the recovery link), tickets are automatically restored on page load. The parameter is removed from the URL after processing.

Email notifications

Configure your team to receive email alerts when new tickets arrive.

Setting up notifications

1. Go to Settings > Support in PostHog
2. Find the Email notifications section
3. Select team members who should receive alerts

What emails include

• Team name
• Ticket number
• First message preview
• Direct link to the ticket

Recipients must have access to the team to receive notifications.

Public token

The widget uses a public token for authentication. This token is automatically generated and shown in your Support settings. It's safe to expose in client-side code.

If you need to reset the token:

1. Go to Support > Settings
2. Click Regenerate token