Live Chat best practices

Live Chat best practices

A few simple things can make your Live Chat more useful.

Make it easy to find

Customers should be able to see the chat button without searching for it.

Keep your welcome message short

Tell customers what they can do without giving them too much information.

Give AI good information

Your AI is only as useful as the information it has available.

Keep your website, Help Center, and other knowledge sources accurate and up to date.

Make human help easy to access

AI should make support faster, not make it harder to reach your team.

Give customers a clear way to get human assistance when needed.

Test your chat regularly

Send test conversations from your website and make sure:

• Messages arrive correctly.
• AI responds as expected.
• Your team receives notifications.
• Human handoff works.
• Conversations are saved correctly.