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Language: English
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Integrations

Website live chat for your contact center

Live chat is a window on your website where visitors ask a question without leaving the page. CONTACT.WORK adds its own chat to your site: chats wait for agents in the same queue as calls and messaging, an AI agent can reply before a human picks up, and the agent sees which page the visitor is chatting from.

Get a quotePricing
1 lineof code to install the chatWorks with any site builder or CMS
24/7AI agent replies on your siteComplex questions go to a live agent
$0for the chatSetup is billed in support hours
1 windowfor chat, calls, and messagingAgents work in a browser

Capabilities

What you get with Live chat

Chat right on your siteVisitors ask questions without leaving the page or installing a messaging app.
Visitor's pageThe agent sees which page the chat was opened on and answers to the point.
AI agent greets firstThe AI agent says hello and answers right away, then hands people who need a human to a live agent.
Files, screenshots, voice notesVisitors attach a photo or screenshot right in the chat. If talking is easier, they record a voice note, and AI transcribes it for the agent.

Examples

How contact centers use live chat

Website chat catches people at the moment they're choosing: they're looking at a product, pricing, or terms and want to ask now instead of calling.

A question while the visitor is still on the page

A visitor looks at a product or plan and types into the chat. If they hesitate for a while or get stuck in the cart, the chat offers help automatically. The AI agent or a human agent sees the page the question came from and answers about it: availability, delivery times, terms. When needed, the chat moves to a sales rep along with the conversation so far.

  • Agents see the visitor's page
  • Chat invitation on product pages
  • New contacts go to your CRM
Example 1 of 2

Sales and support can answer in the same chat: questions are routed to each team by topic.

How it works

What your contact center gets

Look

A chat that matches your site

Colors, greeting, button position, and business hours are set to fit your site. You can ask for a name and phone number before or after the chat, with a consent checkbox. The chat window can show WhatsApp and Telegram buttons so visitors can continue the conversation in a messaging app. For people who'd rather talk, there's a “Call me back” button: the visitor leaves a number, and a callback task goes straight into the agents' queue.

  • Colors and greeting
  • Contact details with visitor consent
  • Handoff to WhatsApp and Telegram

AI agent

Answers in seconds

The AI agent greets the visitor and answers by itself – about shipping, payment, or choosing between models. It learns from your content and doesn't mix up similar questions. When someone needs an invoice, a contract, or a human decision, the AI agent hands the conversation to a live agent with a short summary.

  • Understands what the question means
  • Compares products and plans
  • Language model billed separately

After hours

The chat isn't silent after hours

When no agents are on shift, the AI agent replies, or the chat asks the visitor to leave a question and contact details. By morning the inquiry is waiting in the queue, and an agent replies wherever the customer prefers.

  • AI agent replies overnight
  • Questions with contact details go to the queue
  • An agent replies in the morning

Oversight

Website chats in your reports

Managers see how many chats started on the site, how many waited for a reply, what share the AI agent resolved without people, how many chats ended in an order, and how visitors rated the conversation.

  • First response time
  • Chats that became orders
  • Visitor ratings

Setup

How we set up live chat

  1. 01ConfigureWe agree on colors, greeting, business hours, and whether to ask for contact details before the chat starts.
  2. 02CodeWe give you one line of code to add to every page through your CMS, site builder, or tag manager.
  3. 03QueuesWe decide which teams answer chats, how questions are split between them, and what visitors see after hours.
  4. 04AI agentWe gather your site content, product descriptions, and knowledge base for the AI agent to learn from.
  5. 05TestWe chat from a computer and a phone, send files, and check how the chat moves to an agent and into your CRM.
  6. 06LaunchWe turn the chat on for every page you need and watch how many visitors wait for a reply in the first days.

Requirements

What you need for live chat

Website
Any: built on a CMS, a site builder, or custom code
Installation
One line of code on every page of the site
Devices
Computers and phones with modern browsers
Platform
CONTACT.WORK cloud, or a server on your network that website visitors can reach
Personal data
A privacy policy on your site – the chat links to it next to the consent checkbox
CRM
Optional: conversations and visitor contacts saved to the record
Cost
The chat is free; setup comes out of your support hours

Preparation

What to prepare before launching live chat

Who edits your site?A developer or CMS access to add the chat code to your pages.
Which sites?A list of sites and sections where visitors will see the chat button.
Do you have a chat now?We remove another provider's chat on launch day so there aren't two buttons.
What should it look like?Colors, logo, greeting, and form fields to match your site design.
Who answers?The people who get website chats and how chats are distributed among them.
Which CRM do you use?CRM access so conversations and visitor contacts can be saved there.

Q&A

Frequently asked questions

How do I add live chat to my website?

We give you one line of code, and you add it to your pages through your CMS, site builder, or tag manager. A chat button appears on the site, and the AI agent and your agents start answering messages.

Will the chat work on WordPress, Wix, or Squarespace?

The chat only needs a way to paste code into your pages, and every popular CMS and site builder has one.

Can I put the chat on several websites?

The same chat goes on all of your company's sites and landing pages. Questions go to a shared queue, and the agent sees which site and page the visitor is chatting from.

Can the chat start the conversation?

It can. For example, if someone looks at a product for 30 seconds or lingers in the cart, the chat shows a short message offering help. We set up where and when together.

What if a visitor leaves before getting an answer?

If they left a phone number or email, the agent replies there. If they come back to the site on the same device, they see the earlier conversation and can pick it up.

Can a visitor move from the chat to a messaging app?

The chat window can show WhatsApp and Telegram buttons: the visitor continues in the messaging app, and the agent keeps the conversation in that customer's history.

Can a visitor ask for a callback instead of chatting?

The chat window has a “Call me back” button. The visitor leaves a number, the agent gets a callback task in the same queue as calls and chats, and the call is saved in the customer's history.

What about consent to collect personal data?

If the chat asks for a name and phone number, the visitor checks a consent box next to a link to your privacy policy. Privacy laws such as the CCPA expect you to tell visitors how their data is used, and the checkbox is built into the chat settings.

Will the AI agent answer instead of a human agent?

Most of them – shipping, payment, picking the right product. It answers from your knowledge base using a language model, and when a human is needed, it passes the chat along with a summary.

Can visitors rate the conversation?

After the chat, the visitor leaves a rating, and managers see it in reports – for each agent and for the AI agent's answers.

Does the chat work with the platform on our own servers?

The chat window on your site connects to the platform server, so that server has to be reachable by visitors from the internet.

Where are chat conversations stored?

Chat history lives on the platform's servers – our US or UK hosting for cloud customers, or your own server for on-premises installs. A connected CRM keeps its own copy as well.

How much does live chat cost?

The chat itself is free. Setup and configuration time comes out of the support hours in your plan, and the AI agent's language model is paid separately. Contact us for a quote.

Pricing →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Large language model (LLM)
A neural network that understands questions asked in everyday words and answers the same way. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Personal data
Anything that points to a specific person: a name, a number, a voice. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

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Blog

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