Concepts

How Does Live Chat Work?

Live Chat operates through a JavaScript-based web widget added to the website’s code. When a visitor lands on the site, the widget allows them to send a message, triggering an automated or human response from the support team.

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URL-Based Auto-Bot Triggers

Live Chat can initiate automated responses based on the page URL. For example:

• A visitor on the Pricing page can receive a message: *“Need help choosing a plan? Chat with us!”*us!”

• A user browsing FAQs may get a suggestion: “Didn’t find what you were looking for? Let’s chat!”

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Visibility Settings – Where & When Live Chat Appears

Businesses can configure chat widget visibility based on:

• Specific web pages – Show chat only on product pages or checkout pages.

• User behavior – Trigger chat after a certain duration on a page.

• Visitor type – Enable or disable chat for logged-in users or guest visitors.

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Session Management & Chat Persistence

• Chat Session Timeout – After a predefined inactivity period, the chat resets for new visitors.

• Returning Visitors – This can be recognized for continuity in conversations if persistent session tracking is enabled.

• Multi-Agent Support – Allows different support agents to handle live chats based on departments or expertise.

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Chat History & Data Storage

• Session-Based History – Visitors can access previous conversations during their active session.

• Stored Chat Logs – Businesses can retain conversation data for future reference, enabling personalized interactions.