How do I chat with website visitors in Conversations?

A chat widget on your website lets families and referral sources message you in real time. Their messages land in your Conversations inbox next to your texts and emails, so your team can answer a care question while the visitor is still on your site. In the inbox this channel may be labeled Web Chat or Live Chat; they are the same website chat.

Set up the chat widget

1. Go to Sites, then Chat Widget, and click + New.
2. Set the chat type to Live chat. This is the option that sends website messages into Conversations.
3. Customize the widget:
   • Intro message: the greeting visitors see first.
   • Agent avatar and branding: match your agency's look.
   • Inactivity fallback message: if no one replies in time, the visitor is asked for their contact details so you can follow up.
   • Chat timeout message: closes the chat if the visitor stops responding.
4. Save the widget, copy the installation code and paste it into your website's footer or body. On WordPress, install the LeadConnector plugin instead.

Reply to website chats

1. Go to Conversations. Website chats appear in real time with a chat icon.
2. Click the chat and reply.
3. To see only website chats, open the filters and set Last Message Channel to Live Chat.
4. When the conversation is finished, click End Chat. Chats can also close automatically after the inactivity time set in the widget.

Send website chats to the right person automatically

An account admin can build a simple workflow:

1. Go to Automation, then Workflows, and click + New Workflow.
2. Add the trigger Customer Replied or New Chat Message.
3. Add trigger filters: Channel is Live Chat, and Chat Widget is the widget you want.
4. Add the action Assign to User and pick the team member, such as your intake coordinator.
5. Click Save and switch the workflow from Draft to Publish.

Troubleshooting

• Chats are not showing in Conversations: confirm the widget is installed on your site and the chat type is Live chat, not SMS/Email chat.
• Nobody was available to answer: the fallback message collects the visitor's details so you can follow up by text or email.

Have a question about your own account? Submit a ticket and our team will follow up.