Live chat gives visitors a way to ask a question without leaving the page they are reading. A useful setup needs more than a chat button: somebody must own the conversation, visitors need to know when to expect a reply, and the team needs enough context to help.
Start with the questions visitors already ask
Choose a first use case, such as questions about your plans, help choosing a product, or support for existing customers. Write a greeting that explains what your team can help with. Avoid promising an immediate reply unless somebody is available to give one.
Put the chat widget on the pages where those questions arise. Check that it does not cover checkout buttons, cookie choices or other important controls on a phone.
Install and customise the widget
Create your account, add your website in Settings → Websites, and copy its installation snippet. Add it before the closing body tag, or use the relevant platform package. The installation guide explains the available routes.
Set your colours, greeting and assistant name under Settings → Widget. If you manage several websites, configure each one separately so the visitor sees the right brand. Each website has its own key while your team can work from the same inbox.
Set expectations outside office hours
Configure your weekday schedule and time zone. Write an away message that tells visitors when the team is back and how to leave contact details. Test the experience both during and outside those hours.
Email follow-up needs working mail delivery. Before relying on it, send a real test conversation, close the visitor's page and verify that the team's reply reaches the test mailbox. A configured email address alone does not prove delivery.
Give the team a shared process
Decide who checks new conversations and how agents assign work. Use the shared inbox for notes and handovers so visitors do not have to repeat their question. Prepare saved replies for common questions, but review each reply for the current customer.
If a question needs follow-up, use ticketing to keep it visible. Make it clear who owns the next step and when the customer should hear from you.
Test as a visitor before launch
- Open the website in a separate browser session on desktop and at phone width.
- Send a message, attach a small test file and check that the conversation reaches the correct website in your inbox.
- Reply from the desk and verify what the visitor actually receives.
- Test the away message, email follow-up and the path to a person if AI is enabled.
- Check your consent choices and retention settings against how you intend to use the widget.
Start with a manageable set of pages, then review unanswered questions and response times. The widget settings guide covers the controls, and the pricing page explains which tools are included in each plan.