Overview: What is Live Chat?
Live Chat is a native web chat widget that you embed directly onto your website, allowing visitors to chat with your support teams in real time. Because Live Chat is built directly into our platform—unlike social media channels like WhatsApp, Instagram, or Facebook Messenger—there are no third-party rules, Meta policies, or middleman restrictions governing your communication.
How Visitors Are Identified: Each chat installation is identified by a unique Widget ID. Visitors browse anonymously, meaning conversations are not tied to phone numbers or social media handles.
No Time Limits: Live Chat has no reply window restrictions. Unlike social channels that lock after 24 hours, Live Chat conversations never expire or close. You can reply to a customer at any time, whether they wrote 5 minutes ago or 5 days ago.
How to Set Up Live Chat
Setting up Live Chat requires two simple steps: placing the chat widget on your website code and telling our platform which domain names are allowed to display it.
Navigate to Settings
Click on Channels and choose Live Chat. Click "Enable livechat"
Choose the supported languages from the drop down
Choose your brand colors and live chat widget position
Add teh icon text in all supported languages
Customize the live chat widget welcome text and header. Then add the time and percentage scroll to determine when the widget must trigger.
Add a maximum of 3 questions users can click to trigger the chat
Toggle the whatsapp chat option, if you want to encourage visitors to continue chatting on whatsapp instead
Add Your Website Address to the Allowed Hosts List (Crucial Step!): enter your exact website address under the Allowed Hosts (whitelist) section.
Non-Technical Tip: You must include the exact address format used by your site. For instance, if your address includes
www.(e.g.,www.yourstore.com), make sure to listwww.yourstore.com. If you also use a staging site or a domain withoutwww., add those variations as well. If a domain is missing from this list, the chat widget will be blocked from appearing for security reasons.
Choose to activate the pre-survey option, if you want to collect visitors information like phone numbers. Once done, click "Publish changes" to launch the live chat widget.
Note: Custom websites will need to add the Code to the website: from "More"-> "View information"-> Copy the widget code and paste it into your website's HTML template (or pass the snippet to your web developer to paste into your website header).
Live Chat Messaging Capabilities: What You Can and Cannot Send
What You Can Send (Supported Features)
Text Messages: Send responses up to 4,096 characters per message.
Images & Photos: Upload photos up to 20 MB.
Videos: Share video clips up to 20 MB.
Audio Files: Send pre-recorded audio files up to 20 MB.
Documents: Send documents (PDF, Word, Excel, CSV, etc.) up to 20 MB.
Interactive Menus & Carousels: Send structured button menus, list selection menus, Call-to-Action (CTA) link buttons, and multi-card product/info carousels (2 to 10 scrollable cards).
Automated Bots & AI: Full support for basic automated bot flows and AI agent assistants.
What You Cannot Send (Unsupported Features)
Voice Notes: Direct push-to-talk voice note recordings are unsupported; audio files are delivered as standard audio attachments instead.
Message Reactions: Leaving emoji reactions on specific messages is not supported.
Location Sharing: Sending pin drop map locations is unsupported.
Product Catalog Cards: Browsing and sending direct e-commerce product cards is unsupported (product catalog cards are WhatsApp-only).
Outbound Message Templates: Broadcast templates do not exist for Live Chat because conversations never lock or require reopening templates.
Simple Troubleshooting Guide for the Live Chat Channel
Issue: "The chat widget is not showing up on my website."
Why it happens: In almost every case, this is caused by a domain mismatch on your Allowed Hosts list. If your actual web address does not match what was typed in settings, the system hides the widget to protect your security.
How to fix it: Go to Settings → Channels → Live Chat, check your Allowed Hosts list, and add all web address variations (e.g.,
www.yourdomain.com,yourdomain.com, or staging URLs).
Issue: "My image or video file will not send."
Why it happens: The file exceeds the maximum size ceiling of 20 MB, or the system was unable to compress a large video down below the limit.
How to fix it: Compress or trim your video/file so that it is under 20 MB before attaching it.
Issue: "My text message failed to deliver."
Why it happens: The message exceeded the single-message limit of 4,096 characters.
How to fix it: Shorten your text or split it across two separate messages.