How Website Chat Works
Website chat puts a chat window on your landing pages that answers visitors from your knowledge base and asks for an email when it can't. You set it up and read its conversations on the Operations page, in the 'Website chat' tab.
Replies go out on their own. Website chat has no approval step: the AI answers the visitor straight away, using only the knowledge you allow it to read. When the knowledge base doesn't cover a question, the widget says so instead of guessing.
What a visitor conversation looks like
- The visitor clicks the chat button in the corner of your page, or the greeting bubble if you turned one on.
- They type a question. A typing indicator shows while the AI prepares the answer.
- The AI answers from the knowledge bases or sections you picked in Settings.
- If the knowledge base has no answer, the widget sends your 'When it cannot answer' message and shows a card titled 'Where can we reach you?' with an email field.
- The unanswered question is added to Insights, and an email the visitor leaves is added to Leads.
- A teammate can open the conversation in Conversations, take over, and reply in the same chat window.
The widget answers at any hour. It doesn't go quiet at night or at weekends, because an answer from the knowledge base doesn't need anyone on duty.
What the visitor sees
| Situation | What the visitor sees |
|---|---|
| The knowledge base covers the question | The AI's answer |
| The knowledge base doesn't cover it | Your 'When it cannot answer' message, then the email card |
| The message contains one of your escalation keywords | Your 'When it cannot answer' message, then the email card |
| The message touches a blocked topic | A short line saying the agent can't help with that here |
| A teammate took over, or the conversation is paused | 'A colleague has joined and will reply here.' |
| The daily reply cap or your AI usage limit is reached | 'We are not taking messages right now.' |
| The visitor sends too many messages too fast | 'That is a lot of messages at once. Please wait a moment.' |
| A message could not be sent | 'Not sent.' with a 'Try again' button |
Where to find each part
| View | What it's for |
|---|---|
| 'Install' | The line of code to paste on your site, and the list of websites allowed to load it |
| 'Conversations' | Every visitor chat, with take over, hand back, pause and reply |
| 'Insights' | Questions the knowledge base could not answer |
| 'Leads' | Visitors who left an email, with the question they asked, and a CSV export |
| 'Settings' | What the agent may say, how the widget looks, and the proactive greeting |
Which plans include it
Website chat is included on the Professional, Business and Enterprise plans, and during the trial. It isn't part of the Starter plan. If your company moves to a plan without website chat, or the trial ends without a paid plan, the 'Website chat' tab disappears and the widget stops loading on your site shortly after. Nothing is deleted, and the tab comes back when you move to a plan that includes website chat.
Who can use it
The 'Website chat' tab shows only for people whose role includes the 'Website Chat' permission. The Company Admin role has it. To give it to another role:
- Open Settings and go to the 'Team' tab.
- Open 'Roles' and edit the role you want to change.
- Under 'Permissions', tick 'Website Chat'.
- Click 'Save Changes'.
The 'Website Chat' permission covers everything in the tab: reading conversations and leads, replying to visitors, and changing the widget's settings and allowed websites.