Web chat

Web chat puts a chat bubble on your website. Visitors type a question, and your team answers from Web Chat in intSignal Connect, alongside your calls and texts.

Set up the widget

Owners and admins set up the widget.

Reload your website. A chat bubble appears in the bottom-right corner. Send yourself a test message and check it arrives in Web Chat.

Replace the key

Select Regenerate key to create a new widget key, for example if your snippet was copied to a website it shouldn't be on. "The old snippet will stop working." Copy the new snippet and update your website straight away.

What visitors see

1. They select the chat bubble.
2. A panel opens with your header title and welcome message.
3. They type into Type a message…, up to 4,000 characters, and select Send.
4. Your team's replies appear in the panel.

The conversation stays in the visitor's browser, so if they move to another page of your site with the widget, or come back later on the same browser, they can carry on where they left off.

The widget doesn't ask for a name or email. If you'll need to follow up later, ask for contact details in the chat.

Answer chats

Any member can answer. Open Web Chat to see Conversations.

• Filter by Open, Closed or All.
• Each conversation shows an unread count, a preview of the latest message, and the page the visitor was on when they started chatting.
• Visitors are shown as Visitor. Your replies are labeled Agent.

To reply, open a conversation, type into Reply to the visitor… and send. New messages arrive within a few seconds.

When you've finished, select Close. If the visitor writes again, the conversation reopens by itself.

Good practice

• Greet visitors with what you can help with: "Hi! Ask us about pricing, bookings or an existing order."
• Don't ask for passwords, full card numbers or other sensitive details in chat.
• For anything that needs a call, ask for their number and call them from the browser phone.