Live chat overview
Live chat lets visitors talk to your team directly from your website. You add a small widget to your site; when a visitor starts a conversation, it opens a ticket in your queue right alongside your email tickets — same statuses, assignment, tags, and history.
How it works
- A visitor clicks your widget and sends a message.
- Helpdesk opens a chat ticket and routes it to your team like any other.
- An agent replies from the ticket, and the message appears in the visitor’s widget in real time.
- If everyone is away, replies can fall back to email so the visitor isn’t left hanging.
Because a chat conversation is just a ticket, everything you already know — assignment, SLAs, automations — applies to chat too. The ticket’s channel is chat and stays that way for its life.
Setting it up
You configure live chat per brand under Settings → Channels → Web Widget. The essentials:
- Install the widget — add the widget snippet to your website.
- Authorize your origins — list the domains the widget is allowed to load on, so it only runs on your own sites.
- Tune the widget — decide whether to ask for the visitor’s details first, allow file uploads, show proactive greetings, and match your brand’s look. See Widget settings.
Next steps
- Widget settings — configure the visitor experience.
- Handling chat conversations — reply to visitors in real time.