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How to talk to website visitors in real time with live chat

In Sites › Chat Widget, create a widget with the Live Chat type, set the intro and inactivity messages and install the code on your site. Visitor messages land in Conversations with a chat icon, and you reply right there.

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Before you start

  • You need access to Sites and Conversations.
  • You must be able to paste a code snippet into your website (or have the site built in Elooo CRM).
  • Someone on the team needs to be watching Conversations during the hours the chat is available.
Where to find it

Sites › Chat Widget › New › chat type Live Chat

Step by step

Set up the widget

  1. Open Sites › Chat Widget and click New (or open a widget you already have).
  2. Under chat type, choose Live Chat. Only this type connects the visitor in real time to Conversations.
  3. Write the intro message (the greeting the visitor sees before typing).
  4. Customize the avatar and colors to match your brand.
  5. Set the inactivity fallback message: if nobody replies within the time you choose, the widget asks the visitor for contact details so you can continue by email or SMS.
  6. Set the chat timeout message: if the visitor stops replying, the chat closes and lets them know.
  7. Save, copy the installation code and paste it into your site's footer. On WordPress, install the plugin and authorize the connection.

Reply to visitors

  1. Open Conversations. Live chat messages appear in the list in real time, marked with the chat icon.
  2. Click the conversation and reply in the composer. The visitor sees your reply instantly on the site.
  3. To show only website chats, use the filter Last Message Channel › Live Chat.
  4. When you're done, click End Chat.

Route chats to a salesperson (optional)

  1. Open Automation › Workflows and create a new workflow.
  2. Trigger: Customer Replied (or New Chat Message).
  3. In the trigger filters, set Channel = Live Chat and Chat Widget = the widget you created.
  4. Action: Assign to User, and pick the person.
  5. Save and publish.

Tips

  • Pick a realistic inactivity time: too short closes chats with customers who are still typing; too long leaves them hanging.
  • With a well-written fallback message you don't lose the visitor even after hours: they leave their details and the conversation continues later by email or SMS.
  • Turn on new-message notifications under Settings › My Profile › Notifications so no chat slips by.

Common problems

  • Website messages don't show up in Conversations → The widget's chat type isn't Live Chat (it's on SMS/email), or the code isn't installed on the site yet. Fix it under Sites › Chat Widget.
  • A visitor wrote and nobody saw it → Turn on notifications and set the inactivity fallback message to collect their details when the team can't reply in time.
  • Chats always land on the same user → Check for a workflow with Assign to User catching every chat and adjust its widget filters.
  • The chat closed while the customer was typing → The inactivity time is too short. Increase it in the widget settings.

Frequently asked questions

Can I have live chat on only some pages?

It depends on where you paste the code: install it only on the pages where you want the widget.

Does the visitor have to leave an email to talk to me?

No, they can start typing right away. Contact details are only requested by the fallback message if nobody replies in time.

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