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Put a chat on your website

How-toFor adminsReviewed Guides: Customer inbox

A web chat puts a chat button on your website. Every visitor who writes gets their own thread in a channel you pick, your team answers there, and the visitor sees the answer in the chat. You need to be a Freesbe owner or admin, and able to add a line to your website’s pages.

1. Pick the channel

Section titled “1. Pick the channel”

Conversations go into one channel, and everyone in it can see and answer them. Use the channel your support or sales team already works in, like #support, or make a new one. Add the people who should answer to it.

2. Add the web chat

Section titled “2. Add the web chat”
  1. Open Workspace settings → Integrations & apps → Integrations → Customer inbox and click Add web chat.
  2. Give it a Name, pick the channel, and set the Title in the chat, Greeting and Colour visitors see.
  3. Leave Ask for a name and email first on to know who you’re talking to.
  4. Under Websites it can appear on, put your site’s addresses, one per line, like https://northwind.example.
  5. Click Save.

3. Add it to your site

Section titled “3. Add it to your site”

Copy the line under Paste this before </body> on your site and add it to every page that should show the chat, just before </body>. Most website builders have a place for code that goes on every page, often called “custom code”, “footer code” or “scripts”.

Then click Try the chat and send a test message. It shows up in your channel within seconds.

4. Save your usual answers

Section titled “4. Save your usual answers”

Open Saved replies on the Inbox page and add the answers your team gives most, like shipping times or how returns work. Anyone can drop them into a reply, and Suggest a reply follows them when it drafts an answer, so put your policies and facts there.

5. Tell your team how to answer

Section titled “5. Tell your team how to answer”
  • Reply in the conversation’s thread to answer the customer. The person who replies first becomes the one on it.
  • Switch to Internal note to talk it over without the customer seeing it.
  • Click the name on the bar to hand the conversation to someone else, and Close it when you’re done.
  • Inbox on the left shows every conversation, with the ones waiting on a reply marked.

See Customer inbox for everything the inbox does.