Which tier includes Support Embed?

Resolve Team and Growth standalone tiers, and every Salestrics One tier. Momentum-only standalone does not include the full desk or Support Embed — add Resolve seats or One.

Should Support Embed deflect everything?

No. Configure deflection for documented FAQs and routing; billing disputes, security issues, and angry escalations should create cases and route to humans quickly.

Do we need Resolve agents before embedding?

Yes — someone must own case queues, SLAs, and escalation when the widget hands off. Embed without desk owners creates visitor promises nobody fulfills.

Can sales see Support Embed conversations?

When visitors match known accounts, context lives on the graph — AEs and CSMs with CRM access see case and mail history on the account, not a separate chat log.

← Back to Salestrics Today

August 25, 2026 4 min read Salestrics Team

Support Embed Rollout: Website Widget Checklist

A website support widget without account context is a FAQ machine — not service on the revenue graph. Support Embed on Resolve Team and above ties visitor questions to accounts, cases, and mail on record. The product overview lives in the Support Embed guide; this 2026 checklist is the 30-day rollout operators run before the snippet goes on production: tier fit, knowledge, deflection rules, human handoff, and read-first MCP — not “paste embed code and hope.”

Prerequisites (before week one)

Resolve Team+ or One — seat map documented — Momentum vs Resolve
Knowledge base seeded — top 20 articles from real tickets, not marketing fluff
SLA policy written — P1/P2 response times; who owns after hours
Mail on account for human follow-up — mail policy
Named owners — CS lead, RevOps embed admin, escalation manager

30-day rollout plan

Week	Focus	Done when
1	Staging embed on internal site; test 20 real questions	80% answered or routed correctly
2	Knowledge gaps closed; deflection vs case rules signed	Written policy in Resolve wiki
3	Production embed on marketing site; monitor queue	No P1 SLA misses from widget
4	MCP read prompts on top accounts; retro metrics	Deflection rate + CSAT baseline

Deflection vs case creation

Visitor intent	Embed behavior	Human?
How-to from docs	Deflect with KB link + summary	Optional
Billing / refund	Create case P2; no auto-refund	Yes — finance
Outage / P1	Create case P1; page on-call	Yes — immediately
Pre-sales question	Route to Momentum opp or human AE	Yes — sales
Unknown visitor	Collect email; create lead or case	Per routing rules

Inbound SLA pairs with embed routing: inbound SLA playbook.

Configuration checklist

Brand and tone — match site voice; no over-promising SLAs
Business hours — after-hours message sets expectations
Account matching — logged-in users tie to account when possible
Case defaults — owner, priority, category on handoff
Escalation path — P1 pings Connect or on-call channel
Prohibited topics — legal, security, personnel — always human

Sales + CS alignment

Embed sits on the marketing site — sales and CS both care:

Pre-sales chats — create opp or task for AE; do not lose in widget-only view
Active customer issues — link case to account; CSM sees on renewal prep
Renewal window — flag accounts with open P1 during embed conversation — renewal playbook

Read-first MCP (week four)

Summarize open Support Embed cases in the last 7 days by account — themes, deflection success, and any P1 still open — read only.

Governance: AI token pools and MCP write rollout.

Anti-patterns

Embed before Resolve desk live — cases nowhere to land
100% deflection goal — angry customers need humans
Stale KB — embed confidently wrong
No sales routing — pre-sales leads die in CS queue
Write MCP day one — read summaries first

Metrics (monthly)

Deflection rate — resolved without case; trend with KB quality
Time to first human response — on cases created from embed
P1 from widget — count and root cause
Pre-sales conversion — embed chat → opp created

Stakeholder sign-off (before production)

Embed touches marketing, CS, sales, and security — get explicit approval on paper, not Slack threads:

Stakeholder	Sign-off item	Blocker if missing
CS lead	SLA targets, queue owners, escalation tree	Cases land with no owner
RevOps	Account matching rules, case categories, routing matrix	Orphan cases on wrong accounts
Marketing	Widget copy, placement, after-hours messaging	Brand mismatch or false promises
Sales lead	Pre-sales routing to Momentum opps	Leads die in CS queue
Security / legal	Data retention, prohibited topics, visitor PII handling	Compliance risk on go-live

Tier and seat map should be locked before week one — see Resolve tier selection and One Team vs One Growth.

Go-live day checklist

Snippet on production — verify on homepage, pricing, and docs pages
Smoke test — three scripted flows: FAQ deflect, case create, pre-sales route
On-call named — P1 owner reachable for first 48 hours
Queue empty — no backlog from staging tests polluting metrics
Internal announcement — sales and CS know embed is live and how to monitor
Rollback plan — hide widget in one config change if P1 SLA misses

After go-live, run the Monday desk ritual from the Resolve queue hygiene playbook so embed-created cases stay linked and prioritized.

Worked example: week-two deflection policy

A mid-market SaaS team ships Support Embed on Resolve Team. Week two they document:

Deflect — password reset, SSO setup, API rate limits (KB articles exist)
Case P3 — feature how-to without doc; agent responds within 3 days
Case P2 — integration broken with workaround; finance not involved
Case P1 + page — login down for all users; on-call within 30 minutes
Route to sales — pricing, demo request, competitor comparison

Result: deflection handles ~40% of volume; remaining cases arrive with correct priority and account link. CS lead reviews embed transcripts weekly and feeds gaps into the knowledge base — not a one-time launch task.