# Use Live Chat

Live Chat enables businesses to engage website visitors efficiently. Below is a step-by-step guide on how businesses and customers interact through Live Chat.

## How Visitors Initiate Live Chat

1. A [visitor sees the **Live Chat widget** on the website](/overview/messaging-channels/website-chat/concepts.md#visibility-settings-where-and-when-live-chat-appears) and clicks to start a conversation.
2. Depending on the settings, an **automated welcome message** may appear (e.g., *“Hi! How can we help you today?”*).
3. The visitor types their query and sends a message.
4. Based on routing conditions:
   * A chatbot may **provide an automated response**.
   * A **human agent may take over** for live interaction.

## How Businesses Manage Live Chat Conversations

1. Incoming chats appear in the **QuickReply>Conversations page.**
2. Agents can view:
   * The **visitor’s page activity** (where they started the chat).
   * Their **previous** [**chat history**](/overview/messaging-channels/website-chat/concepts.md#chat-history-and-data-storage) (if available).
3. Agents can respond using:
   * **Quick Replies** – Predefined answers for common queries.
   * **Rich Media Messages** – Send images, documents, or videos for better clarity.
4. If the issue remains unresolved, agents can:
   * **Transfer the chat** to another department or specialist.
   * **Schedule a follow-up** if additional assistance is needed.

## Advanced Features of Live Chat

* **Multi-Agent Support** – Assign chats to different teams based on inquiry type.
* **Chatbot Integration** – Automate responses for FAQs and route to humans if needed.
* **User Identification** – Recognize returning customers for chat history and personalized responses.
* **Away Messages** – Users can drop in their and query outside working hours.

By leveraging **Live Chat through QuickReply**, businesses can improve customer experience, streamline interactions, and boost website conversions by offering **instant, on-site assistance** without requiring external messaging platforms.


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