What is Live Chat?

Live Chat lets you embed a chat widget directly on your website to communicate with visitors in real time. You can engage potential customers as they browse your site, answer their questions instantly, and automatically capture their information as new leads in your CRM.

Accessing Live Chat

To access the Live Chat feature, navigate to the Channels section in the left sidebar and click the chat icon. Under Channels, you'll find the Live Chat option, which expands to show a sub-menu with four key areas:

Conversations — View and manage all active and past chat conversations with visitors
Widget — Configure and customize the appearance of your chat widget
Quick Replies — Set up pre-defined quick reply messages for your team to use during conversations
Settings — Adjust general Live Chat settings and preferences

The Widget section is where you customize your chat widget and prepare it for your website.

From the Widget configuration page, you can tailor the look and feel of your chat widget to match your brand:

Colors — Choose colors that align with your website design
Position — Select where the widget appears on your page (typically bottom-right or bottom-left)
Welcome Message — Create a greeting that appears when the chat loads, inviting visitors to start a conversation

Once you've customized your widget, Ingegno generates a JavaScript embed code that you can add to your website. To embed the chat:

Configure your widget settings in the Widget section
Copy the provided JavaScript code snippet
Paste this code into your website's HTML, typically in the footer or header
Save your website changes

After embedding, the chat widget will appear on your site and visitors can start conversations immediately.

Managing Conversations

All visitor conversations appear in the Conversations section. From here, you can:

View active and past chat threads
Respond to visitor messages in real time
Access the conversation history with each visitor
Monitor ongoing chats and respond to multiple conversations

Using Quick Replies

The Quick Replies section lets you create and manage pre-defined responses for common questions and scenarios.

Creating Quick Replies

Quick replies help your team respond faster and consistently during live chats. Each quick reply consists of:

Title/Shortcut — A brief label or keyboard shortcut for quick access
Message Content — The full text message that will be sent to the visitor

Using Quick Replies During Conversations

While chatting with a visitor, your team can quickly insert a pre-defined quick reply rather than typing a response from scratch. This speeds up response time and ensures consistent messaging.

Capturing Leads from Chat

One of the most valuable features of Live Chat is lead capture. When a visitor initiates a chat conversation, their information can be automatically captured and created as a new lead in your CRM. This means:

Visitor details (name, email, phone, etc.) are collected during the chat
A new lead record is created automatically
The lead is immediately available in your CRM for follow-up

This seamless integration helps you build your pipeline directly from website traffic.

Viewing Chat History on Contact Profiles

Every lead and client profile in Ingegno CRM includes a Live Chat tab that displays the complete chat history with that contact. This allows you to:

Review past conversations with a lead or client
Understand their previous inquiries and concerns
Provide better-informed support and sales follow-up
Maintain continuity in conversations across team members

Best Practices

Customize your welcome message to match your brand voice and clearly state what visitors can expect
Set up common quick replies for frequently asked questions to speed up response times
Monitor active chats regularly to ensure visitors receive timely responses
Review chat history on contact profiles before engaging with leads or clients
Keep widget settings simple — an uncluttered, fast-loading widget encourages more visitors to engage

Next Steps

Ready to add Live Chat to your website? Start by navigating to Channels > Live Chat > Widget and customizing your chat appearance, then embed the generated code on your site. Set up quick replies in the Quick Replies section to help your team respond faster, and begin capturing leads in real time.

Live Chat