✨ Introduction:
The Website Chat feature in Webware allows you to communicate with visitors in real time when they use the chat widget on your site. All incoming chats appear directly in your Webware Dashboard, where you can reply, assign chats to team members, and track conversations with ease.
Whether you're answering a quick product question or providing support, the Conversations > Chat section is your central hub for all live chats.
🔔 What to Know Before You Start:
Chats automatically appear in the "Website Chat" section under Conversations.
You’ll see chats listed with:
Visitor name (if provided).
Visitor email (if provided).
Chat status (Unassigned, Assigned, Closed, Reopened).
Last message preview.
Timestamp for the last message.
Chats can be assigned to specific team members for follow-up if needed.
You can filter chats by their status (Assigned to me, Unassigned, Closed, Reopened).
🛠️ Step-by-Step: How to Manage Live Chats
Log in to your Webware Dashboard.
From the left-hand menu, click Conversations, then click on Website Chat.
In the Chat Dashboard, you'll see two sections: ONLINE (visitors currently active on your website and available to chat) and OFFLINE (visitors who previously attempted to connect, whether or not a conversation occurred).
Responding to Chats:
Click on any chat to open the full conversation and click Reply to start chatting.
Type your message in the reply box or use Write for Me to leverage RIVI AI to help with your respond and click Send to respond.
The visitor will see your reply directly on your website's chat widget.
Assigning or Reassigning Chats:
If a chat needs to be handled by a different team member, click the 3-dot menu next to the chat and select Re-assign.
Choose the appropriate team member and they’ll get notified.
Closing Chats:
Once the conversation is complete, click the 3-dot menu and select Mark as Closed.
Closed chats are stored and can be reopened if the visitor messages again.
Filtering Chats:
Use the Filter button to view chats based on:
Assigned to me
Unassigned
Closed
Reopened
✅ Pro Tip:
Be sure to respond to chats as quickly as possible to provide a great visitor experience and improve engagement. Faster responses help build trust and increase the chances of converting visitors into customers.