Note if you want to insert just the contact's first name as shown in the video, you can use this custom field {{contact.first_name}}
If you update the image in your chat widget, the code will change. You will need to re-enter the code on your website or funnel.
Live Chat in Conversations lets you talk with your website visitors in real time, right inside ZipLeads. This article covers the key benefits of Live Chat, the setup steps, and how to manage and reply to messages.
What is Live Chat?
Live Chat in Conversations helps you connect with website visitors in real time. You can give instant support and build stronger customer relationships. Unlike email or SMS, Live Chat means visitors get a fast reply, so they wait less and stay happier.
Messages from your website chat widget go straight to Conversations. There, you manage them alongside SMS, email and your other channels. Having everything in one place keeps your work simple, with no switching between tools.
You can also assign chats to team members, use automation to save time, and set up fallback messages for chats no one answers. Live Chat gives visitors a smooth, interactive experience that keeps them engaged and helps you win more leads.
Key benefits of Live Chat in Conversations
Live Chat in Conversations gives you:
Instant communication: Reply to website visitors in real time, without waiting on emails or SMS replies.
A seamless workflow: All chats appear in Conversations alongside email, SMS and other channels.
A better customer experience: Faster replies lead to more engagement and happier customers.
Centralised messaging: Manage all customer conversations in one place, without switching tools.
Before you start
Before you can chat with visitors in Conversations, the Chat Widget must be installed and set up correctly. Follow these steps.
Open the Chat Widget menu
Go to Sites > Chat Widget. Click + New to create a new chat widget.
Set the chat type
To get real-time messages in Conversations, set the chat type to Live Chat.
Customise the widget's appearance
For a smooth chat experience, set up these key settings in the Chat Widget:
Intro Message: A short greeting that appears before the chat starts. For more information, see the article on collecting visitor details before live chat starts.
Agent Avatar & Branding: Personalise the chat window to match your brand.
Inactivity Fallback Message: If no one replies within a set time, an automated message collects the visitor's contact details.
Chat Timeout Message: If the visitor stops replying, the chat closes and the visitor is told.
Install the widget
Copy the installation code and paste it into your website's footer or body section.
If you use WordPress, install the ZipLeads plugin to enable the widget.
Using Live Chat in Conversations
Once Live Chat is on, website visitors can message you through the chat widget. You reply to them straight from Conversations.
View and reply to Live Chat messages
Open Conversations. Live Chat messages appear in your inbox in real time. You can spot them by the chat icon. Click a chat to view it and reply instantly.
Filter to see Live Chat only
Use the filter option to view only Live Chat messages.
Assign and manage conversations
You can assign chats to team members by hand or automatically. Below is a suggested workflow that automatically assigns live chats to a specific user. It sends chats from a chosen chat widget straight to one team member.
Create a new workflow: Go to Automations → Workflows and click + New Workflow.
Add a trigger: Click Add New Trigger and select Customer Replied or New Chat Message.
Add filters: Under the trigger filters, set Channel = Live Chat. Then add another filter, Chat Widget is, and choose your widget from the dropdown.
Add an action: Click + below the trigger and choose Assign to User.
Select the user: In the action settings, pick the user you want chats assigned to.
Save and publish: Click Save, then switch the toggle from Draft to Publish.
End and close chats
Use the End Chat option when a conversation is finished. You can also set an inactive time period in your Live Chat settings, so the chat closes automatically when the visitor has been inactive for a while.
Frequently Asked Questions
Q. How do I make sure Live Chat messages appear in Conversations?
First, install and enable the Chat Widget on your website. Then make sure the chat type is set to Live Chat (not SMS/Email Chat) under Sites > Chat Widget. Without this, messages won't go to Conversations.
Q. What happens if no one replies to a Live Chat message in real time?
If no one replies within the Fallback Inactivity Time set in your Chat Widget settings, an automated message asks the visitor to leave their contact details. That way you can continue the conversation later by email or SMS, even if no one was available at the time.
Q. Can Live Chat conversations be assigned to specific team members?
Yes. You can assign Live Chat messages by hand, or route them automatically to team members using workflows. This helps you share incoming chats across your team and make sure the right person handles each one.
Q. Can I view only Live Chat conversations in Conversations?
Yes. Use the filter option in Conversations to view only Live Chat messages. This makes it easier to manage real-time chats separately from SMS, email and other channels.