Litestartup

Live Chat

Real-time chat widget for customer support on your website.

Live Chat allows you to communicate with website visitors in real-time, providing instant support and improving customer satisfaction.

Getting Started

  1. Go to Applications > Live Chat from the sidebar
  2. Configure your chat widget settings
  3. Add the widget code to your website
  4. Start chatting with visitors

Setting Up Live Chat

Configure Widget

  1. Go to Applications > Live Chat → Settings
  2. Customize appearance:
    • Widget color - Button and header color
    • Widget title - Chat window title
    • Welcome message - Greeting shown when widget opens
    • Offline message - Message when no agents available
    • Require email - Whether to collect visitor email
  3. Click Save

Install Widget

Add the widget code to your website:

  1. Go to Applications > Live Chat → Settings
  2. Copy the widget embed code provided
  3. Paste the code before the closing </body> tag on your website

Note: Each domain has a unique widget key. Make sure to use the correct embed code for your domain.

Managing Chat Sessions

View Active Chats

  1. Go to Applications > Live Chat → Sessions
  2. See all active and recent chat sessions
  3. Filter by status: active, closed

Chat with Visitors

  1. Click on an active session
  2. View conversation history
  3. Type your response
  4. Send message

Session Information

Each chat session shows:

  • Visitor name (if provided)
  • Visitor email (if provided)
  • Session status
  • Unread message count
  • Last message preview
  • Session start time

Chat Features

Assign Sessions

Assign chats to specific team members:

  1. Open a chat session
  2. Click Assign
  3. Select team member
  4. Session is transferred

Close Sessions

End a chat session:

  1. Open the chat session
  2. Click Close Session
  3. Session moves to closed status

Convert to Ticket

Turn a chat into a support ticket for follow-up:

  1. Open the chat session
  2. Click Convert to Ticket
  3. A new ticket is created with chat history

Widget Settings

Setting Description
Widget Color Widget button and header color
Widget Title Chat window title text
Welcome Message Greeting shown when widget opens
Offline Message Message shown when no agents are available
Require Email Whether visitors must provide email before chatting
Auto-open Automatically open widget after delay
Sound Play sound for new messages
Pre-chat form Collect visitor info before chat

API Access

Manage chat sessions programmatically:

Best Practices

  • Respond quickly - Aim for under 1 minute response time
  • Be helpful - Provide clear, actionable answers
  • Use canned responses - Save time with pre-written replies
  • Follow up - Convert complex issues to tickets
  • Set expectations - Use offline message when unavailable
Last updated: March 11, 2026