The support widget is a lightweight version of THEO that appears as a help button or overlay throughout The One Stack portal and products. It gives you quick access to THEO without leaving your current page. This article covers where the widget appears, how to open it, and what it can help with.
Where the Widget Appears
The support widget is accessible from within the portal and product pages as the hub-bar overlay. It appears as the THEO icon in the persistent bar that sits on top of every product. Clicking it opens a chat panel without navigating away from what you were doing.
The widget inherits context from the product you are currently viewing. If you are on the RMM device list and open the widget, THEO already knows you are looking at devices and can respond in that context without you explaining what you are doing.
Opening the Widget
- Click the THEO icon in the hub-bar at the top or side of your screen
- The chat panel slides open over the current page
- Type your question or request
To close the widget, click the THEO icon again or press Escape. Your conversation is saved and will be there when you reopen it.
What the Widget Can Help With
Because the widget is powered by the same THEO service as the full portal chat, it can do most of what THEO can do:
- Answer questions about the product or feature you are currently using
- Pull live data from your PSA, RMM, and security integrations
- Take quick actions such as adding a ticket note, looking up a device, or searching for an alert
- Walk you through a workflow step by step while you follow along in the product
- Explain an error message or unfamiliar term you are seeing on screen
Contextual Awareness
When you open the widget from within a specific product page, THEO receives the product context automatically. This means:
- On a ticket page, THEO knows which ticket you are looking at
- On a device page, THEO knows which device is in focus
- On a security alerts page, THEO knows you are in the security area
You can still ask about anything — the product context is a starting point, not a limit.
Limitations of the Widget
The widget is the same THEO — same capabilities, same safety constraints, same role-based access. There are no features blocked specifically because you are using the widget vs. the full chat view.
However, the widget is a smaller interface than the full chat page. For long conversations, complex multi-step analysis, or tasks where you want to see your full conversation history, switching to the full THEO chat view is recommended.
To open the full chat view: click the expand icon in the widget header, or navigate directly to the THEO section in the portal sidebar.
Using the Widget for Self-Service Guidance
The support widget is one of the primary surfaces end users interact with through the client portal (HCP). For end users, the widget provides:
- Answers to common IT questions ("How do I reset my password?")
- Status on their own open requests
- The ability to submit a new IT request through natural language
For MSP staff, the widget provides in-product guidance, quick data lookups, and action shortcuts without disrupting your workflow.
FAQ
Does the widget have its own conversation history, or is it shared with the full chat?
The widget uses the same conversation history as the full THEO chat. A conversation you start in the widget continues seamlessly if you switch to the full chat view.
Can I use slash commands in the widget?
Yes. The same commands available in full chat — /engineer, /hr, /reports, /runbook, /knowledge, /voice and /help — work in the widget, subject to the same permissions.
Is the widget available on mobile?
THEO is available on mobile via the platform's mobile apps. The hub-bar overlay widget is a web interface feature; mobile access is through the dedicated mobile app experience.