Website chat button: Live chat

Live chat is a default channel that is added to your website whenever you install a website chat button, making it easy to talk to your clients.

With a few tips, you can create a smooth and fun experience for your website visitors.

• You can seamlessly communicate with clients at no cost and without messaging limits.
• Clients can ask about products, orders, services, prices, and delivery times. They can also share feedback, suggestions, or complaints.
• You can easily inform clients about marketing campaigns, discounts, and special offers, as well as provide technical support.
• Live chat lets you handle multiple conversations at once.

Chatbots can handle common customer questions for you. With Salesbot managing routine queries, you can focus on more complex tasks. And you can easily set it up in your live chat.

First, go to the General settings tab of your Website chat button. Check if the welcome pop-up message is turned on. This is necessary for the bot to work. Next, In Advanced settings, click Edit bot, then choose an existing bot or create a new one.

For more details on setting up a bot, check out our How to create a Salesbot article.

But that’s not the only automation tool you can set up in Advanced chat settings, you can also:

1. Select a custom field for the visitor ID
2. Allow multiple conversations
3. Use our API for website chat button for even more customization. Read this article to learn about our website chat button API solution.
4. Use Key actions to automate a number of steps.

You might worry that whatever conversations you have in live chat cannot be converted into leads because once they leave your website, you lose the connection. However, Kommo allows you to move live chats to messengers and merge conversations into one lead profile in your CRM. This makes lead management a breeze and ensures you don't lose leads when they leave your site.

Visitors can keep the conversation going on:

• WhatsApp
• Viber
• Instagram
• Facebook Messenger
• Telegram

The lead you are talking to in Live chat will be duplicated once you transfer the conversation to a messenger. To prevent that, you need to enable Duplicate control. This is done the following way:

1. Open Leads > Click Automate.

1. Enable the Duplicate control toggle. Click Set up rules under Duplicate control.

1. Ensure that toggles next to all lead sources are turned on.

To learn more about duplicate control and its rules, check out our Duplicate control article or the Duplicate control video course.

To let your visitors continue chatting with you on WhatsApp, follow these steps:

1. Go to the General settings tab and turn on the Welcome pop-up message toggle if you haven't done so already. It must be turned on to allow you to create a Whatsapp button.
2. Navigate to Advanced settings and click Edit bot.
3. Add a WhatsApp link to a button in your chat. To do so, you have to generate a Whatsapp link via our free Whatsapp link generator. Next, copy the URL from the WhatsApp link generator and paste it into the bot. Add the following extension to it ?text=ID:%20{{session_id}}. The final link will look like this: https://wa.me/1234?text=ID:%20{{session_id}}, where 1234 is the user's phone number that will be generated with Whatsapp link generator.

1. Click Save.
2. When your visitor is redirected to WhatsApp, they will see a session ID in their chat box. They need to send it for the leads to merge successfully.

Now, when a client starts a chat, the bot will direct them to click the messenger button, leading them to sign in to their messenger account.

When you check this lead in Kommo, you will see that the lead sources have been successfully merged. The lead card will have information about all sources.

This step is important; otherwise, the chats from the same client from separate channels will appear as separate leads.

For Instagram, Facebook Messenger, Telegram, and Viber, the setup process is very similar to the WhatsApp one. First, you must add a bot with a button linking to the channel, redirecting your website visitors to one of these messengers:

However, there are two key differences:

1. Go to the General settings tab and turn on the Welcome pop-up message toggle if you haven't done so already. It must be turned on to allow you to create a button.
2. Navigate to Advanced settings and click Edit bot.
3. Add a messaging link to a button in your chat. At the end, add ref=VisitorUid_{{visitor_uid}} to your link, for example:

Telegram: https://t.me/example123/ref=VisitorUid_{{visitor_uid}}

Instagram: https://www.instagram.com/kommocrm/ref=VisitorUid_{{visitor_uid}}

Facebook: https://www.facebook.com/KommoCRM/ref=VisitorUid_{{visitor_uid}}

Viber: viber://pa?chatURI=example123?text=ref=VisitorUid_{{visitor_uid}}

Unlike with Whatsapp, there is no need to send a visitor ID in the messenger; the leads will merge automatically once the client messages you.

Managing leads without being able to effectively delegate them can significantly impact your team's productivity. Now you can assign a lead to one of your teammates based on customer behavior on your website.

Here's how to set it up:

1. Start by turning on the Welcome pop-up message toggle in General settings.
2. Go to the Advanced settings > Key actions.
3. Here, you can Add a condition based on customer behavior. For example, set Pages visited: 2. Alternatively, you can choose between Pixels scrolled, Time onsite, or the exact page that your lead has visited.
4. When a condition is met, it triggers a reaction. You can also set multiple conditions and a Custom hook.
5. Next, click on Add reaction and select the action you want. Options include Button animation, Welcome message, Add task, Form pop-up, Send webhook, Change lead's user, Change field, or Edit tags. For our example, let's choose Change lead's user. Then choose the teammate responsible.
6. Name the Key action, define when how often the welcome message should appear for leads (options include Every visit, Once per session, Once per day, and Once per lead), and save your settings.

Now, when a user visits at least two pages on your website, Kommo automatically assigns the lead to your teammates, making workload management easier.

To learn more about Key actions and other options for customization, read our website chat button customization article. You can include any link to quick replies for your website chatbot, for example, a Calendly link to let visitors book appointments.

In Kommo you can now exchange GIFs with your clients to make your communication more fun and engaging!

Here's how your clients and you can use GIFs in live chat:

1. GIFs can be used both in Kommo by your agents or in live chat by your website visitor.
2. In the live chat window, your lead can click on the GIF sticky note icon, located in the chat box.
3. In the top right corner, click the GIF button and open the GIF library.
4. Use the search bar to type a keyword related to the GIF you want to send.

The GIF library can also be accessed in Kommo. Here’s how you and your agents can open it in the platform:

1. Open a conversation with a client. Click the sticky note icon in the lower right corner.

1. Click the GIF icon in the top right corner.

Need more help setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our free 14-day trial or book a free live demo to see it in action!