Live Chat

Live Chat within the Conversations feature of Stack allows businesses to engage with website visitors in real-time. This guide will walk you through the benefits of using Live Chat, how to set it up, and tips for managing your conversations efficiently.

What is Live Chat?

Live Chat in Stack’s Conversations is a dynamic tool for businesses to interact with website visitors instantly. It improves customer relationships by providing immediate support, unlike traditional email or SMS communication. Messages from the chat widget appear directly in the Conversations section, allowing you to manage all interactions in one place. This integration streamlines your workflow and enhances efficiency by assigning chats to team members, using automation, and setting fallback messages for unattended chats. Live Chat ensures a seamless, interactive experience that keeps visitors engaged and boosts conversion rates.

Key Benefits of Live Chat

Instant Communication: Engage with website visitors in real-time without the delays of email or SMS.
Seamless Workflow: View all chats alongside emails and SMS in the Conversations section.
Improved Customer Experience: Faster responses increase engagement and customer satisfaction.
Centralized Messaging: Manage all interactions in one place, reducing the need to switch between tools.

Prerequisites for Using Live Chat

To start using Live Chat, ensure the Chat Widget is properly installed and configured:

Access Chat Widget Menu:
- Navigate to Sites > Chat Widget.
- Click + New to create a new chat widget.
Set Chat Type:
- Ensure the chat type is set to Live Chat for real-time messaging.
Customize the Widget’s Appearance:
- Intro Message: Set a welcoming greeting for visitors.
- Agent Avatar & Branding: Personalize the chat window to reflect your brand.
- Inactivity Fallback Message: Configure an automated message to collect visitor details if no response is given within a set time.
- Chat Timeout Message: Define a message for when a visitor stops responding, closing the chat.
Install the Widget:
- Copy the installation code and add it to your website’s footer or body section.
- For WordPress sites, use the Stack Plugin to enable the widget.

Using Live Chat in Conversations

Once Live Chat is set up, visitors can send messages through the chat widget, and you can respond directly from the Conversations section.

Viewing & Responding to Live Chat Messages

Open the Conversations section to see Live Chat messages in real-time.
Identify Live Chat messages by the chat icon and click to view and respond instantly.

Assigning & Managing Conversations

Assign chats to team members either manually or automatically.

Ending & Closing Chats

Use the “End Chat” option when a conversation is complete.
Set an inactivity period in your Live Chat settings to close chats automatically when visitors are inactive.

Frequently Asked Questions

Q: How can I ensure Live Chat messages appear in the Conversations section?

To receive messages, install and enable the Chat Widget on your website. Ensure the Chat Type is set to Live Chat under Sites > Chat Widget.

Q: What happens if no one responds to a Live Chat message in real-time?

If no response is given within the configured Fallback Inactivity Time, an automated message will prompt the visitor to leave their contact details, allowing the conversation to continue later via email or SMS.

Q: Can Live Chat conversations be assigned to specific team members?

Yes, messages can be assigned manually or automatically to team members, ensuring efficient distribution and handling.

Q: Is it possible to filter and view only Live Chat conversations?

Yes, use the filtering option in the Conversations section to view only Live Chat messages, making it easier to manage real-time interactions separately.