Description: A tool that allows you to integrate an instant messaging system on your website, enabling visitors to communicate in real time with your support team.
What is it for? (Practical examples)
Use Live Chat to:
- Immediate Support: Quickly respond to customers' questions or issues while they browse the site, improving satisfaction.
- Lead Generation: Capture contact details of interested visitors (email, name) before they start the conversation, turning chats into potential clients.
- Activity Monitoring: View in real time the page the customer is visiting, providing more targeted and contextual support.
Main Features
Visitor Side (Frontend)
- Real-time Communication: Send and receive messages instantly, without needing to reload the page.
- Notifications and Status: Receive sound notifications for new messages when the chat is closed and see the count of unread messages.
- Conversation History: The chat keeps a history of previous conversations, allowing the visitor to resume where they left off.
- Content Sending: Ability to send files and images directly within the conversation.
- Data Request (Optional): If configured, the system can ask the visitor to fill out a form (e.g., name and email) before sending their first message.
Staff Side (Backend)
- Typing Status: See in real time when the customer is typing a message ("Is typing...").
- Current Page: During the conversation, staff sees the title and URL of the page the customer is currently viewing, to better understand the context of the request.
- Message Management: Staff replies are sent instantly to the customer via the real-time communication system.
How to configure
Live Chat settings are divided into three main sections: General, Display, and Messages.
1. General
| Option | Description |
|---|---|
| Email reception | Enables sending an email notification to your staff each time a new chat message is received. |
2. Display
| Option | Description |
|---|---|
| Show chat on site | Enable or disable completely the widget display on the frontend. |
| Title | The title shown in the chat window header (e.g., "Need help?"). |
| Position | Choose whether to place the chat icon at bottom right or bottom left of the screen. |
| Avatar | Upload an image that will appear as an avatar in the chat header. |
| Working hours | If Working Hours module is active: Show chat only during configured opening hours. When office is closed, chat is hidden. |
| Data request | Defines if and when visitors must fill out a form before starting a conversation: |
| - Do not request data: Chat is immediately available. | |
| - Mandatory data request: Form must be filled out to send first message. | |
| Registration form | If Data Request is active, specifies which contact form (previously created in the system) should be used to collect user information. |
3. Messages
| Option | Description |
|---|---|
| Introductory text | Default message shown when opening chat before conversation starts (e.g., "Type a message in the field below..."). Supports translations. |
| Registration form text | Text displayed above mandatory registration form (e.g., "Where can we contact you if you disconnect?"). Supports translations. |
Page-specific Configuration
You can manage Live Chat visibility also on individual pages or landing pages:
1. Access edit settings of desired page.
2. In dedicated section (often called Live Chat), check or uncheck option Show Live Chat to override global settings and hide it on that specific URL.
Automatic Integrations
Customer Management
When a new user starts a conversation via Live Chat, the system automatically performs:
- Client Creation: If user isn’t already registered (or hasn’t provided data through form), a temporary client record is created to track the conversation.
- Automatic Tagging: The tag Live Chat is automatically assigned to client profile, identifying contact source.
Forms Integration
If filling out a form before chatting is required:
- After user submits form, system authenticates them immediately and automatically sends their first typed message, ensuring uninterrupted chat experience.
Content Integration (Visual Builder)
Besides standard widget appearing in corner of screen, you can embed Live Chat directly inside a specific page section using Visual Builder.
- This allows showing chat as a static block within content with ability to set minimum height for message area.
Key Differences
Live Chat is specifically designed for immediate and real-time communication with site visitors. Unlike classic contact forms that gather data for later responses, Live Chat ensures instant interaction and tracks conversations within messaging system.
