How can I add LiveChat to my website?
To add LiveChat to your website follow these steps:
- Start by signing up for a free 14 day trial.
- Get the tracking code from the LiveChat code section.
- Place the LiveChat code in your websites’s HTML files.
- Log in to one of our applications and chat with visitors.
What kind of pricing plans are available?
There are four plans available:
- Starter ($19 per agent/month, billed annually): For up and coming companies and startups
- Team ($49 per agent/month, billed annually): Aimed at small and medium businesses, it includes team-based features.
- Business ($79 per agent/month, billed annually): Designed with enterprise class businesses in mind, with advanced reporting and expanded management options.
- Enterprise (custom pricing): For big enterprise businesses that need the help of a dedicated Key Account Manager.
Check out the pricing page for more detailed information about the available plans and pricing comparison for a full listing of features available in each plan.
What is your refund policy?
You can cancel your account at any time without any additional costs. However, credit from already processed payments will be lost and will not be refunded. Read more about our subscription policy.
What limitations do trial accounts have?
Features available in the trial are parallel to those of the Team plan. You can add up to 100 agents. If you want to trial LiveChat in another plan, simply start a chat with us and we’ll make it happen!
What kind of reporting is available?
All plans get the Daily Summary, which is a rundown of agents’ LiveChat activities that is sent daily via email. The Team, Business and Enterprise plans get access to the following reports:
- Insights: Get a weekly summary of the most popular customer questions and trending topics.
- LiveChat® Dashboard: A rundown of the most important metrics from your LiveChat®.
- Chat Statistics: Essential information regarding your live chat like number of chats, availability, engagement, satisfaction and more.
- Tags Usage: An overview of the tags used that help you identify popular support cases.
- Campaign conversions See how many campaigns displayed to visitors resulted in a chat.
In the Team, Business and Enterprise plans, each report can be filtered by a particular agent, group of agents or tag. The Business and Enterprise plans include an engine for on-demand reports, which will prove to be invaluable for data-driven companies. These reports can either be scheduled or generated manually. Additionally, Business and Enterprise plan users can export report to a file and have access to the following reports:
- Agent Activity: This report lets you know when your agents were available for chats during a particular day. The report keeps track of agents’ statuses and shows a graphical representation of their activity.
- Agent Performance: See how your agents are doing. Spot top performers and teammates who need to improve certain areas of their work.
- Chat Duration: Analyze chat duration for different agents, tags, and groups to improve efficiency.
- Chat Response: See how long it takes an agent to reply to a new chat.
- Staffing Prediction: See how many agents you will need to efficiently staff your chat.
Can you invite visitors to chat?
Yes, you can use two types of greetings to engage visitors browsing your page:
- Automated greeting – that triggers when certain conditions are met.
- Manual invitation – which is sent when an agent manually invites a visitor to chat by selecting them on visitors list.
Is the chat window customizable?
The chat window is fully customizable. Possible modifications include:
- changing the color scheme,
- choosing a pre-made chat widget theme,
- uploading your own logo,
- positioning the chat widget,
- changing the language of the chat widget.
Read more about chat window customization.
Can I change agent’s email address?
Unfortunately, agent’s email address cannot be changed. If an agent needs to change the login email, owner or administrator will need to add a new agent account in the Team section. Then the account set up for the old email can be deleted.
If you are the owner and want to change your login email, first create a new agent with the new email and then pass the ownership to the new account before deleting the old one.
How does LiveChat work after hours?
When all your agents go offline, your LiveChat switches to offline mode. It means that your visitors can leave messages and contact you even after your office hours. You can answer these messages in the Chats section.
Where can I download LiveChat?
You can download LiveChat desktop apps from our Product page. We have apps available for Mac and Windows.
If you need an application for a mobile device, you can download them either from the App Store or Google Play. We have apps for iPhone and Android.