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LiveChat: messaging features and setup
A live chat tool for business and ecommerce websites. It helps agents assist visitors while they browse products and manage conversations with relevant information.
Tool by the Otomatzia editorial team · source content checked on
Overview
Live chat is meant to let a person respond when a visitor needs help. A proactive message can be useful on a product page, but disruptive if it appears repeatedly or obscures content on mobile. Start with one page and hours when an agent is actually available. Before expanding across the site, check that the team understands the visitor’s context and that the opening message does not imply a person is already handling the conversation when the service is automated.
Features
- Website chat widget
- Preconfigured proactive messages
- Agent workspace with customer context
Business uses
- Answering a purchase question on a product page
- Helping a visitor who is stuck in the checkout process
Getting started
- Install it on a limited page and configure team hours and suitable opening messages.
- Open the test page as a new visitor and check when the proactive message appears and whether it can be closed without losing access to the content.
- Reply from an agent account and repeat the check outside team hours. Confirm that the wording and expected response time are appropriate in each situation.
What to check
- Check separately what is included in LiveChat and what requires an additional AI product or integration.
- Check that proactive messages do not obscure content or interfere with mobile checkout.
Sources to check next
Vendor features and prices change. Confirm details on the linked official pages before you rely on them.