Embeddable webchat widget for a customer care platform

For a lot of customers, support now begins in one place - the little chat window in the corner of a website. It's the first thing they reach for, and the first impression they form of how a company handles them.

SkyDesk is built for that moment at scale. Their platform pulls around ten communication channels - voice, email, WhatsApp, social messaging, web forms, and more - into a single view, so an agent handles every conversation in one place and a customer never has to repeat themselves.

The webchat is often the very first of those channels a customer touches. So it had to be dependable, easy to fit onto any site, and tightly connected to everything happening behind it.

A webchat widget has a hard job. It runs on websites the team behind it doesn't control, it has to match each brand, and it has to stay in constant conversation with a platform doing far more than chat.

That's two problems at once. The widget itself needs to be light, reliable, and customizable - the kind of component a client can trust on their production site. And it needs a clean, well-defined connection to the SkyDesk platform, so every message, session, and file moves without friction into the wider system.

Get either half wrong and it shows immediately, in front of a real customer.

We worked with the SkyDesk team on both sides of that line.

First, we helped define the API the widget needed - the contract that lets a chat on any website talk cleanly to the multi-channel platform. Then we handled the full implementation and delivery of the widget itself.

The result gives customers a chat that behaves the way they expect. Session tracking and previous chat history keep a conversation continuous, so a returning visitor is recognized instead of restarted. File sending lets both sides share what a good support conversation actually needs. And because it's customizable, each client makes the widget feel like part of their own site rather than a bolt-on.

A widget that loads on other people's websites can't afford to be heavy or unpredictable - if it drags a page down, it gets removed.

So we built it on Preact and TypeScript, keeping the footprint small and the behavior typed and predictable. It stays self-contained, sits quietly on the host site, and does its job without becoming a liability for the pages it runs on.

We delivered the solution as expected, and it's now used daily by SkyDesk clients as part of their multi-channel platform.

That's the real test for a component like this: not a demo that impresses once, but a widget that holds up conversation after conversation, on site after site. It turns the small box in the corner into a reliable front door - and hands everything behind it to a platform built to carry the rest.