The Widget is your in-app help hub, giving users access to your knowledge base, updates (Feeds), and support options—all in one place.

With the New Experience (Widget v2), you get a modern UI, improved customization, and better control over content and targeting.


Widget v2 is currently available in beta and requires the Beta Player to be enabled for your site.

Previewing the New Widget

You can preview the new widget without switching your live version.

Simply add this parameter to your URL:

?im_widget_version=2

This allows you to safely test the experience before enabling it.

Widget Homepage

The homepage is the main screen users see when opening the widget. It consists of configurable blocks such as:

  • What's New (Feeds)
  • Knowledge Base
  • Contact Support
  • Custom blocks

Managing Homepage Content

Go to Widget → Homepage → Content to manage what appears in the widget.

You can:

  • Add new blocks
  • Reorder blocks via drag & drop
  • Enable/disable blocks
  • Control audience visibility

Block types

  • Standard – title, description, optional image, and link
  • Freeform – custom content (e.g. banners or announcements)

Each block can link to:

  • Internal pages (Content, Feed, Topics)
  • External URLs

Targeting & Visibility

Each block can be shown only to specific users.

You can:

  • Show to everyone
  • Target new users
  • Exclude new users
  • Combine filters (AND / OR logic)

This allows you to:

  • Show onboarding content only to new users
  • Promote updates only to existing customers
  • Temporarily disable blocks without deleting them

Creating & Editing Blocks

When creating a block, you can configure:

  • Title (user-facing)
  • Internal title (for internal organization only)
  • Description
  • Image
  • Link behavior

Internal title

Internal titles help you organize blocks in the admin without affecting what users see.

Linking Options

Blocks support both internal and external links.

Internal links

Currently supported:

  • Content page (main widget content)
  • Feed (updates)
  • Topics assigned to the site

External links

You can link to:

  • Documentation
  • Websites
  • Support portals

Widget Settings

Go to Widget → Settings to configure appearance and behavior.

General settings

  • Widget version (Classic vs New Experience)
  • Welcome message (NE)
  • Language (NE)
  • Position (left/right)
  • Spacing

Launcher settings

  • Show / hide widget launcher
  • Conditional visibility
  • Mobile visibility
  • Position
  • Nudge message (NE)

Appearance

  • Background color
  • Text color
  • Skin (e.g. sidebar)
  • Custom trigger
  • Target CSS selector (NE)

Translations

You can localize the widget for different languages.

You can translate:

  • Welcome message (NE)
  • Nudge text (NE)
  • Block titles and descriptions
Note: The main widget language cannot be changed if translations already exist.

Publishing Changes

Changes made to the widget are not live until published.

  • Publish – apply changes to users
  • Discard – revert changes

Classic vs New Experience

Some settings are version-specific:

  • [C] Classic – legacy widget
  • [NE] New Experience – new widget (v2)

Fields marked:

  • [C] apply only to Classic
  • [NE] apply only to the New Experience

Notes

  • Content (Topics, articles) works the same as in the Classic widget
  • Feeds integrate directly into the widget homepage
  • You can safely experiment using preview mode before switching versions