Page Awareness
Page Awareness lets your AI agent know which page the visitor is currently on. This enables more relevant, context-aware answers and provides richer context when escalating to human agents.
Overview#
When enabled, the widget automatically collects the visitor's current page URL, title, and description. This context is injected into the AI's system prompt, allowing it to tailor answers based on where the user is browsing.
Page Context
Agent sees the current page URL, title, and meta description
Escalation Context
Human agents receive the visitor's current page info on escalation
How It Works#
The widget captures page context automatically — no code changes required on your site. Here is what gets collected with each message:
| Data | Source | Example |
|---|---|---|
| Page URL | window.location.href | https://example.com/pricing |
| Page Title | document.title | Pricing — Acme Corp |
| Path | window.location.pathname | /pricing |
| Description | meta[name=description] | Compare our plans |
| Referrer | document.referrer | https://google.com |
Example: What the agent sees#
When a visitor on /pricing asks "How much does it cost?", the agent's system prompt includes:
PAGE CONTEXT (where the user is right now):
- Page: Pricing — Acme Corp
- Path: /pricing
- Description: Compare our plans and pricing
Use this page context to provide more relevant, page-specific answers.Setup#
Page Awareness is an opt-in feature. To enable it:
- Go to Channels and select your Widget channel
- On the channel's settings/appearance panel, toggle on Page awareness ("The widget tells the agent which page the visitor is on")
- Save your changes
Escalation Context#
When a conversation is escalated to a human agent, the escalation notification email automatically includes the visitor's current page context. The human agent sees exactly where the visitor was browsing without having to ask.
The escalation email includes:
Subject: [YourBrand] Conversation Escalated
Heading: "Case #123 needs a human" (or "A customer needs a human" when there is no case number)
Body: "A customer has been transferred to a human agent. Please review and respond." — followed by a quoted block with the customer's last message and name
Facts table: Channel: Widget · Page: Pricing — Acme Corp · Page URL: https://example.com/pricing
Open conversation — a button linking straight to the conversation in the dashboard
Troubleshooting#
If Page Awareness does not seem to work, check the following:
Agent gives generic answers, ignoring the current page
Make sure Page awareness is toggled on for your Widget channel (Channels → Widget → settings/appearance panel) and that changes were saved. The feature is disabled by default.
Escalation email has no page context section
Make sure Page awareness is enabled on your Widget channel and saved. Also confirm the Escalation alerts toggle is enabled in agent settings (it is off by default). Alert emails go to your workspace teammates — the assigned teammate or the assignment team — based on each teammate's notification preferences; there is no separate escalation email address to configure.
Page title shows the wrong value
The widget reads document.title at the moment the user sends a message. If your site updates the title after the initial render (e.g. async), the widget captures whatever is set at send time.