How can we help?
Setup steps, settings explained and answers to the questions support teams ask most. Search, or start with a topic below.
Live in your first hour
Most teams answer their first real visitor on day one. These three articles take you from sign-up to a working chat.
- 1Install the chat widgetPaste one line of code, switch chat on in the dashboard, and reload your site to see the chat bubble.
- 2Send a test messageCheck the whole loop — visitor sends, inbox receives, agent replies — before real visitors arrive.
- 3Your first-day checklistEight settings that turn a working chat bubble into a support desk visitors actually use.
Browse by topic
Every article belongs to one topic. Menu paths in the articles match the dashboard.
Create your site, install the widget, send a test message and fix the common snags.
Appearance, greetings, business hours, languages, attachments and the hosted chat link.
Teaching Cubby, answer modes, hand-off rules and correcting answers.
Queues, canned replies, notes, shortcuts, reopening conversations and bans.
The visitor context panel, messaging live visitors and invite rules.
Two-way translation, supported languages and what happens when it fails.
Roles and permissions, auto-assignment, transfers and where alerts go.
What each support metric means and how chat-to-conversion is counted.
Plan limits, what happens at the limit, upgrades and bringing your own AI key.
Masking, retention, export and deletion, allowed domains and content security policies.
Talk to a person
Ask Cubby in the chat on any page — a teammate picks up when Cubby can’t help — or write to us. We usually answer within one business day.