Website chats in the Inbox
How website visitors appear in your Inbox, and how your team replies to them.
Updated
Website chats sit in the Inbox with your other conversations, labelled Website chat. A visitor is named Website visitor and four characters, for example "Website visitor 7F3A", until your agent saves their name. The chat's header shows the page where it started. Your own preview chats are named Preview.
Taking over, handing back to the AI, leads, contacts and bookings work as on your other channels. A teammate can reply at any time: the reply windows of WhatsApp, Instagram and Messenger don't apply to website chat. Your replies show one tick once sent, two when the visitor's chat has received them, and two in colour once the chat has shown them.
A visitor who has left. Your reply waits in the chat until they come back to your website in the same browser. Nothing tells them by email or text message. If the matter is urgent, ask for a phone number or email address in the chat.
To book an appointment in a website chat, your agent asks for a name and a phone number or email address.