Why I should set up chat greetings

Justyna Kraszewska
6 min read
updated: Mar 31, 2020

Greetings pop up on your site, encouraging visitors to talk to you. They are an online version of approaching a customer in a physical store and asking if any help is needed. You decide who, where and when will get invited. And LiveChat does the rest.

LiveChat Greetings

Each message can be personalized, so it helps to achieve your customer acquisition goals. What’s more, greetings show agent’s photo to make the experience more natural and engaging for your site’s visitors.

Benefits of using greetings

  • Get more chats - the more personalized and targeted your chat invitation is, the higher the possibility of chatting with visitors.
  • Turn visitors into customers - according to our report, visitors invited to chat are 6.3 times more likely to convert into customers than the ones who don’t chat; 61% of those customers convert within the first chat.
  • Increase customer satisfaction - your customer will leave your site happy and willing to return; they can tell their friends and colleagues about the great experience they had, gaining you some new visitors.
  • Sell more - the more chances you have, the higher number of buyers you will eventually get.
This feature is available on all our plans. Users of Team and Business plans can set up plenty of greetings and users of the Starter plan can create one greeting only.
This feature is available on all our plans. Users of Team and Business plans can set up plenty of greetings and users of the Starter plan can create one greeting only.

Types of greetings

Greetings can be displayed in two different ways, depending on what minimized chat widget type you use (you can change minimized chat widget type in Settings → Chat widget → Customization →Appearance):

  • If you use a bar, greetings are displayed as an open chat widget:

Bar greeting

  • If you use a bubble, greetings show a picture of an agent with a message above it:

Bubble greeting

Customize greetings

To test newly created greetings, open your website using the incognito mode in your browser (Mac: press Command + Shift + n; Windows: press Control + Shift + n).
To test newly created greetings, open your website using the incognito mode in your browser (Mac: press Command + Shift + n; Windows: press Control + Shift + n).

Creating and editing greetings is really simple and takes very little time. Follow the tutorials below to learn how to do it.

Add a greeting

  1. Go to the Settings → Engagement → Greetings. Then, click on Add new greeting.
  2. First, choose if all visitors, only new visitors, or only returning visitors should see the greeting.
  3. Then, you decide if you want the greeting to be displayed immediately after the customer enters the page or if there should be a delay. Use the integration with Google Analytics to check how much time your customers spend on your site.
  4. Next, you can decide if want the greeting to be triggered when all conditions are met (ALL operator) or at least one of the conditions (OR operator).
  5. Click on +Add condition, choose the type of condition using the dropdown and set the condition parameters. You can add as many conditions as you want.
  6. Add the greeting message.
  7. Finally, click on Set greeting live to turn on this greeting. If you don’t want it to go live yet, click on Save and close.
LiveChat triggers one greeting per one visitor’s session. Please note that a visitor of your page will be invited to chat with the first greeting for which conditions are fulfilled.
LiveChat triggers one greeting per one visitor’s session. Please note that a visitor of your page will be invited to chat with the first greeting for which conditions are fulfilled.

If you want to ask your customers for their details after they are greeted, learn how to set pre-chat survey after greetings.

Change the name of a greeting

To change the name of a greeting follow these steps:

  1. Go to the Settings → Engagement → Greetings.
  2. Click on the name of the greeting you want to edit.
  3. In the top left corner, you will see the current name. Next to it, there will be a pencil icon, click on it.
  4. Enter the new name and click on Change name.
  5. To finalize the changes click on Save and close.

Turn on/off a greeting

First, go to the Settings → Engagement → Greetings. Then, all you need to do to is flip the switch in the Status column:

  • The switch is greyed out—the greeting is off.
  • The switch is highlighted in green—the greeting is on.

Delete a greeting

Follow these steps to delete a greeting:

  1. First, go to the Settings → Engagement → Greetings. Then, choose a greeting you want by clicking on its name.
  2. Click on Delete greeting in the bottom right corner.
  3. Confirm, by clicking on Delete greeting.

Greeting conditions

You can create very specific greetings by setting up certain conditions for them. Try starting with a single condition. You can always add more of them later to make the greeting even more effective.

The following conditions regarding visitors’ actions on your site are available:

  • Current page URL - sent when a customer lands on a page specified in the condition.
  • Customer’s location - issued to customers from a specific country or city.
  • Customer’s browsing time - displayed to visitors when they spend a given time on your website.
  • Number of viewed pages - triggered when the customer visited the number of pages specified in the condition.
  • Referring website address - sent when a customer enters your page by following a link placed on another page.
  • Pages visited in the exact order - displayed when the customer visited pages specified in the condition.
  • Any page from session - triggered when customer lands on any page that meets the condition.
  • Custom variable - based on custom parameters.

Create engaging greetings

You should try to create interesting and engaging chat greetings to achieve the best effects. Try creating two separate greeting messages with the same conditions and run them both for one month each. After the test period, you will see which text is more successful and gets you more chats.

You can check how many times a greeting was displayed, how many chats it brought, and its conversion rate in the Settings → Engagement → Greetings.

All data is neatly presented in the table so it’s easy to compare greeting performance. To get detailed data, view the greetings conversion report by clicking on View report.

Difference between greetings and welcome messages

Greetings are very similar to welcome messages sent to visitors when the chat starts. Both greetings and welcome messages are displayed as the first message in the chat.

However, greetings are more proactive while welcome messages are entirely passive. Welcome messages are displayed when visitors start the chat on their own by clicking on a chat bar or a button. Greetings are sent out automatically when the greeting’s conditions are met.

Additionally, you can have several greetings set up simultaneously while you can have only one welcome set up at a time (but you can set up different welcome messages for different groups).

Welcome message can be customized in the Settings → Chat window → Language.

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