Solution · Bots & AI
Website chat widget with bot and live operators
A chat widget lets visitors ask a question at the moment they have it, without leaving the page or picking up the phone. It works when someone answers — quickly. We build chat widgets that combine automation for routine questions with a simple inbox for your team and alerts in the messengers they already watch.
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In short
In short
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A chat is a promise of a fast answer; if nobody replies within minutes, it does more harm than a contact form.
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A short pre-chat step (name and contact) means the conversation can continue by email or messenger if the visitor leaves.
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A bot can answer routine questions and collect details, then pass the conversation to a person.
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Managers get alerts in Telegram or another messenger and reply from a web inbox.
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Spam protection is needed from day one: public chat forms attract bots.
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Scope
How a website chat works
- The visitor opens the widget and sees what it is for: questions about services, orders, prices.
- They leave a name and a contact, so the conversation is not lost if they close the page.
- A bot answers frequent questions or asks clarifying ones — optionally using AI trained on your content. See AI assistants.
- When a person is needed, the team is notified in a messenger, and a manager replies from the inbox.
- The visitor sees the reply in the widget, and can also receive it by email if they have left.
The operator side
- A web inbox with all conversations, their status and the page the visitor was on.
- Alerts in Telegram or another messenger for new conversations, with one alert per series of messages rather than one per message.
- Assignment of conversations to managers and internal notes.
- Conversation history linked to the CRM contact where possible.
Chat, bot or both
A pure live chat needs staff available whenever the widget is shown. A pure bot is always available but frustrating for questions outside its script. The combination — bot first, person when needed, with clear expectations about response time — is the practical choice for most businesses. See chatbot vs live chat and chatbot to human handover.
Outside working hours
The widget should say honestly when the team is offline and when to expect a reply. The bot can still take the question and the contact details, and the conversation is picked up in the morning. That is better than a silent chat window.
Protection and privacy
- Bot protection, such as a CAPTCHA-style check, before a conversation starts.
- Validation of email addresses and phone numbers on the server, not only in the browser.
- Rate limits on new conversations and messages.
- A clear notice about how conversation data is used and stored, in line with your privacy policy.
What to measure
- Time to first human reply during working hours.
- Share of conversations resolved by the bot.
- Conversations that turned into enquiries or orders.
- Pages where chats start most often — they often reveal missing information on the page.
More in measuring chatbot performance.
What we need from you
- The questions visitors ask most often, and where the answers live.
- Who answers chats, their working hours and preferred messenger for alerts.
- Your CRM, if conversations should be linked to contacts.
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FAQ
Frequently asked questions
Is a chat widget better than a contact form?
Only if someone answers quickly. A form sets an expectation of a reply within hours; a chat sets an expectation of minutes. If you cannot meet that, a form with a clear response time may serve customers better.
Can the chat connect to WhatsApp?
The widget can offer WhatsApp as an alternative channel, and conversations from both can be handled in one inbox when the WhatsApp Business Platform is used. See WhatsApp chatbots.
Does a chat widget slow the site down?
It can, if it loads a heavy script on every page. We load it after the main content, so it does not delay what visitors came to see.