Business help centre
Setting up the chat on your website, answering customers, customising it, events, group chats and troubleshooting.
Contents
About Brane for businessWhat is Brane for business?Is it free?Who is it for?Is Brane a chatbot?Where is the team based?
Getting startedHow do I sign up?What username should I choose?Can my team share one inbox?Phone and computerSign in code not arrived
Adding Brane to your websiteHow do I get the embed code?What the code looks likeWhere do I paste the code?Just one pageWebsite buildersWill it slow my site?On phonesTesting itRemoving it
Chatting with customersDo customers need an app?How replies reach customersWhere do I answer?NotificationsBlock and reportMessages from social media
Making it yoursBrand coloursWelcome messageButton positionYour own button
Group chats and communityWhat is a Crowd?Creating a CrowdA group chat on your websiteCrowds with a join codePrivate CrowdsModeratingSharing your Crowd
Crowds and events in the Brane appListing an eventYour own ticketingAdd to CalendarChanging the date or timeAfter the eventEvent chat on your website
TroubleshootingChat not showingChanges not showingSomething else
Everything you need to run Brane for your business, answered in a sentence or two. Brane for business is three free tools: a support chat for your website, a community chat you can embed, and one link that brings every DM into one inbox. Crowds and events in the Brane app are an optional extra for getting discovered.
Three free tools for talking to your customers: a support chat for your website, a community chat you can embed on your website, and one profile link that brings every DM into a single inbox. Separately, you can promote your business or events with Crowds in the Brane app, but you don't need to.
Yes. The support chat, the embed, Crowds, events and every conversation are free, with no per-seat or per-message pricing. There are no ads anywhere in Brane.
Cafes, restaurants, bars and venues, event organisers, sports clubs, shops, studios and services, drinks and hospitality brands, consultants and agencies. Any business that wants to answer customers quickly and keep them close.
No. Every message reaches a real person, and the chat panel tells visitors that before they start.
Melbourne, Australia.
Download the Brane app or open brane.chat in any browser. Enter your email address, type in the six digit code we send you, and you're in. Then follow our five-step setup guide.
Your business name. It's what customers see when they chat with you, and it's what goes into the code on your website.
Yes. Go to Settings and choose Password, then set one. Your team can sign in to the same account with your email and that password, without needing access to your email inbox, and everyone answers from one shared inbox.
Yes. Sign in on as many phones and computers as you like, and your chats stay in sync across all of them.
Check your spam or junk folder first, as codes usually arrive within a minute. If it's still missing, tap "Send a new code". Codes expire, so always use the newest one.
In the Brane app, open the menu and choose Embed On Website. On a computer at brane.chat, it's in Settings. Your code appears straight away with your username already in it, plus a button to copy it and a button to share it, so you can send it to whoever looks after your website.
It's one script tag:
<script src="https://embed.brane.chat/embed.js"
data-user="your-username"
defer></script>
Copy the code from the app so your username is already in it. If you type it yourself, replace your-username with your own Brane username, without the @.
Into your website's header, the <head> section, so the chat appears on every page:
WordPress: use a header and footer code plugin, or your theme's header code setting.
Shopify: Online Store, then Themes, then Edit code. Open theme.liquid and paste it just before </head>.
Wix: Settings, then Custom code. Add it to the Head, on all pages.
Squarespace: Code injection, then paste it into the Header box.
Webflow: Site settings, then Custom code, then Head code.
Hand-built site: paste it just before </head> in your page template.
Yes. Paste the code into that page only, instead of your site-wide header.
It works anywhere you can paste a script tag, from a hand-built site to WordPress, Shopify, Wix, Squarespace and Webflow.
No. The loader is tiny and fetches nothing else until somebody opens the chat. Keep defer on the script tag.
A chat button sits in the corner. On small screens the panel opens full screen and the page behind it stays put.
Open your website in a private browser window, open the chat and send yourself a message. It arrives in your Brane inbox.
Delete the script from your header and publish. The chat disappears from your site straight away.
No. They chat right on your website. They sign in with their email and a six digit code inside the chat panel, pick a username and start talking, usually in about twenty seconds. No app, no phone number.
If they're still on your page, they see your reply straight away. If they've closed the tab, your reply is emailed to them with what you wrote. When they come back, the conversation picks up exactly where it stopped. If they're still reading when you reply, no email goes out.
In the Brane app on iPhone or Android, with push notifications when a customer writes, or in any browser at brane.chat. There is no dashboard to keep open, and your chats stay in sync across every device.
Allow notifications for Brane on your phone, and check Settings, then Preferences in the app. If your phone is blocking them, Brane shows a banner there with a button that takes you to the right setting.
Press and hold one of their messages, or use the menu on their profile, and tap Block or Report. Blocked people can no longer message you.
Yes. Your profile has its own link at brane.im/u/your-username. Use Share My Profile in Settings to copy it, then put it in your Instagram, TikTok and LinkedIn bios and on your Google listing. Customers can message you from any of them, straight from their browser, into the same inbox as your website chat.
Yes. Add data-primary and data-secondary to the code with your brand colours as hex codes, and data-theme to pick light or dark.
Yes. Add data-welcome with your own words, like "Questions about your order? Ask us here." It shows in the panel when visitors sign in.
Yes. Add data-position to move the chat button to the left or right of the screen.
Yes. Add data-launcher="none" to hide the floating button, then open the chat from any link or button on your site with window.Brane.open(). Here's an example with several options together:
<script src="https://embed.brane.chat/embed.js"
data-user="your-username"
data-primary="#E1559F"
data-theme="light"
data-welcome="Questions about your order? Ask us here."
data-launcher="none"
defer></script>
<a href="#" onclick="window.Brane.open(); return false;">Contact us</a>
A Crowd is Brane's group chat. It has its own name, photo, description, location and interests, and anyone can find and join it unless it has a join code.
In the app, go to the Crowds tab and tap the add button. Name the Crowd, add a photo and description, drop a pin for where it is based and tag it with interests, and it is live.
Open the Crowd, tap the chat menu and choose Embed on Website. Copy the code and paste it into your page. It uses data-crowd instead of data-user:
<script src="https://embed.brane.chat/embed.js"
data-crowd="your-crowd-name"
defer></script>
No. Crowds with a join code can't be embedded, because the chat panel has nowhere to ask for the code. Remove the join code to embed it.
Open the Crowd menu and set a Join Code. Only people you give the code to can join. Remove the code to make it public again.
Crowd owners can delete any message, and remove a member with the option to ban them from rejoining. A ban can't be undone.
Every Crowd has its own link at brane.im/c/crowd-name. Use Share Crowd in the chat menu to copy it into your socials, emails, menus or QR codes.
Events live in the Brane app, separate from the chat on your website. Create a Crowd and turn on "Is this an event?", then set the start and end times. Your event shows on the map and in search, and in Events Near You for people within 100km, until it finishes.
Yes. Add your own ticket link, and people go straight to your ticketing.
Yes. Add to Calendar is in the event's chat menu, and it adds the event with its real start and end times.
Open the event chat menu and choose Edit Event Times.
It drops out of search and off the map, and the chat stays open so everyone who came can keep talking, ready for your next one.
Yes. An event is a Crowd, so you can embed its chat with data-crowd and the event's name, the same way as any Crowd, as long as it has no join code. You don't need an event or a Crowd to use the support chat or your profile link, though. They work on their own.
Check that the code is in your header on every page and that you've published your changes. If you use a caching plugin or service, clear the cache. If you've embedded a Crowd, make sure it has no join code. Strict security settings or script blockers can also stop the chat loading.
Clear your website's cache and reload the page in a private browser window.
In the app, go to Settings, then Support, or get in touch and we'll reply by email.
Still stuck? In the app, go to Settings, then Support, or get in touch and we'll reply by email.
