Widget & Customer Portal

Hydra provides two customer-facing surfaces: an embeddable chat widget for your website, and a customer portal where users can log in and manage their own tickets.

The chat widget

The chat widget is a small button that appears on your website. When a customer clicks it, a chat window opens and they can talk to your AI bot or reach your support team.

Embedding the widget

Add the following snippet to your website's HTML, just before the closing </body> tag:

<script
  src="https://hydra-one-tau.vercel.app/widget.js"
  data-tenant="your-tenant-slug"
  data-widget="your-widget-slug"
  async
></script>

Replace your-tenant-slug with your tenant's slug and your-widget-slug with your widget's slug. Both are visible in Settings.

The widget slug is set when a widget is configured — it is a short, readable identifier, not a UUID.

What the widget does

When a customer starts a conversation:

1. The widget sends an init request to identify the customer (or creates them as a prospect)
2. A session token is issued and the chat iframe opens
3. The customer types a message; the AI bot responds using your knowledge base
4. If the bot can't resolve the issue, an agent can take over from the Inbox
5. If the issue needs tracking, the agent can escalate to a ticket

Widget configuration

Go to Settings and find your widget configuration. You can set:

• Bot name — The display name shown in the chat window
• Welcome message — The first message customers see when they open the widget
• Bot tone and behavior — Configured via the system prompt in bot settings

Identifying customers

If your website has authenticated users, you can pass a unique external ID when embedding the widget to automatically link conversations to known customers. This is configured via the data-user-id attribute or a server-side init call. Contact support for implementation details.

The customer portal

The customer portal is a self-service page where customers can log in to view their tickets and conversations.

Portal URL

Your portal is accessible at:

https://hydra-one-tau.vercel.app/portal/your-tenant-slug

How customers log in (magic links)

The portal uses passwordless magic link authentication:

1. Customer enters their email address on the portal login page
2. Hydra sends a secure login link to that email (via your configured email domain)
3. The customer clicks the link and is authenticated
4. They can view all their open and resolved tickets

No password is required. The magic link expires after 1 hour.

What customers can do in the portal

• View all their support tickets (open and resolved)
• Read the full conversation thread including bot messages and agent replies
• Submit a new support ticket
• Check the status and priority of existing tickets

Linking the portal from your site

Add a "My Tickets" or "Support Portal" link on your website pointing to your portal URL. Customers who click it will be prompted to enter their email for a magic link.