Wix Answers Help Center

Live Chat

Getting Started With Wix Answers Live Chat

Provide your customers with real-time chat support using Wix Answers Live Chat. Acquire new customers and retain existing ones by adding chat widgets wherever they're needed most. Your team members can utilize your Ticketing System, Knowledge Base articles, and saved replies all in one place, to efficiently provide immediate support. Learn how to:Add Live Chat to your WidgetInstall a chat widget on your websiteExplore the Chats panelSet up chat support teamsChat with customers

Setting Up Live Chat in Your Widget

Provide real-time chat support for customers seeking immediate help by adding Live Chat to your Widget. Before you begin:Create a widget (if you haven't already) so you can add the Live Chat contact option. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. To set up Live Chat in your Widget: In the Wix Answers app, go to Settings > Support Channels > Widgets. Hover over the widget you'd like to add Live Chat to and click Edit. (For multilingual widgets): Click the language next to Settings for and select a language. Make sure Contact Options appear under Component Settings. If needed, click + Add Component and select Contact Options. (Optional) Click the Limit contact accessibility toggle to hide your contact options unless a customer marks an article in your Widget as "not helpful." Click the Live Chat toggle to enable Live Chat in your Widget. Click Manage next to Live Chat. Customize the Chat Header.Show me howEnter a title in the Title field. Click Display Subtitle and enter a subtitle. Leave Display agent avatars checked to display agent avatars.Leave Display a response time message checked and enter the amount of time it usually takes for an agent to respond.9. Customize the Chat Options.Show me how Leave Send an automatic greeting message checked and enter a message that greets customers when they begin chatting. Leave Ask for customer's email before chat checked to require customers to enter their email address to begin chatting. Click Ask customer for issue topic to prompt customers to choose a topic, which assigns their chat to a specific agent or group. Learn More Click + Add Issue. Enter an issue topic in the Issue Type field and press Enter. (Optional) Click the Issue Type field and enter another issue topic to add a sub-level topic that displays as a drop-down menu. Click the Assign to drop-down and select an agent or group to assign the chat. Click + Add Issue and repeat the steps to add more issue topics. Click Add custom fields to the Live Chat form to add custom fields. Click + Add Field. Select the field(s) you'd like to add and click Add Selected Fields. Note: Click Manage Custom fields to add a field that is not displayed. Click the Mandatory toggle to require customers to fill out the field. 10. Customize your widget's satisfaction survey content. Show me howYou must first enable Chat tickets in your Customer Satisfaction settings to send surveys to customers.Learn how to: Send the same survey for all your chat widgets Send different surveys for each of your chat widgets11. Set your Live Chat Availability business hours.Show me howClick Edit next to Live Chat Availability. Set your available chat hours:Available 24/7: Click to keep Live Chat open at all hours. Custom Hours of Operation: Click to set custom business hours: Click the toggle next to each day to turn chat on or off. Click the times to adjust your opening and closing hours. Click the Show More icon to the right of a day and select:Apply to all days to set the same business hours for each day of the week.Add another period to (selected day) to add another block of time. (Optional) Allow customers to send chats outside of business hours:Note: When an agent replies, your customer receives the message in Live Chat (if they reopen the widget) and email. Click Let customers contact you in chat outside of business hours.Click the Welcome message field and enter the message customers see when they start a new chat. (Optional) Apply your Live Chat's business hours to all other contact options in your Widget:Click Apply business hours to all contact options.Click Yes, Apply to All. Click Save.12. Scroll up and click Save next to Live Chat Settings.Learn how to:Add a contact widget to your Help CenterEmbed a contact widget on your non-Wix websiteEmbed a contact widget on your Wix site

Installing a Live Chat Widget on Your Website

Allow customers to chat with agents in real-time directly from your website. Create and customize your Live Chat Widget, then embed it in your website's pages. Have a Wix website?Learn how to install your Live Chat Widget on your Wix site. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. Step 1 | Create Your Live Chat WidgetIf you haven't already, create a widget and enable the Live Chat contact option. You can also edit your Widget's content settings, chat options, and business hours.Show me how In the Wix Answers app, go to Settings > Support Channels > Widgets. Click Create New Widget. Enter a name for your Widget and click Create Widget. (For multilingual widgets): Click the language next to Settings for and select the relevant language. Click the toggle next to Live Chat to enable Live Chat. Click Manage next to Live Chat. Edit your Content Settings and Chat Options. Learn More Click Edit next to Live Chat Availability to define your business hours. Learn MoreStep 2 | Install the Widget on Your SiteNext, copy your Widget's code and embed it in your site's HTML code. Show me howClick Install Widget at the top right. Click Copy Code next to the language of the Widget you're embedding. Paste the code into the body of the HTML on the page(s) in which you want the widget to appear.Note: The install code for each of your Widget's languages is unique. Repeat this step for each language in which you'd like to install your Widget.Note:Currently, adding more than one widget per page is not supported by Wix Answers.

Installing a Live Chat Widget on Your Wix Site

Provide real-time chat support from any page on your Wix site. To embed your Live Chat widget, copy its code and add it to your Wix site's Custom Code section. Embedding in a non-Wix website?This article refers to adding your Live Chat widget to a site created on Wix.com. If your site was not created on Wix, click here. Before you begin:To install a widget on your Wix site, your site must be upgraded to a Premium Plan. Learn HowNote:We're currently in the process of releasing a new version of the Wix Answers widget. If you don't see the steps below in your widget settings, click here for directions. Step 1 | Create Your Live Chat WidgetIf you haven't already, create a widget and enable the Live Chat contact option. You can also edit your widget's content settings, chat options, and business hours.Show me how In the Wix Answers app, go to Settings > Support Channels > Widgets. Click Create New Widget. Enter a name for your widget and click Create Widget. (For multilingual widgets): Click the language next to Settings for and select the relevant language. Click the toggle next to Live Chat to enable Live Chat. Click Manage next to Live Chat. Edit your Content Settings and Chat Options. Learn More Click Edit next to Live Chat Availability to define your business hours. Learn MoreStep 2 | Copy Your Widget's CodeCopy the widget code you'll be adding to your site's Custom Code in the next step. Show me how Click Install Widget at the top right. Click Copy Code next to the language of the widget you're embedding. Step 3 | Add the Code to Your Wix SiteNext, paste the code in your Wix site's Custom Code section. Show me how In your Wix account, go to Settings in your site's dashboard. Click the Custom Code tab under Advanced Settings. Click + Add Custom Code at the top right. Paste the code snippet in the text box. Enter a name for your custom code in the Name field. Click Apply. Note: Leave All pages - Load code once and Place Code in: Head selected. Refresh your live website to view the widget.For multilingual widgets:The install code for each of your widget's languages is unique. Repeat steps 2-3 above for each language in which you'd like to install your widget.Note:Currently, adding more than one widget per page is not supported by Wix Answers.

About the Chats Panel

Select which conversations you'd like to reply to from your Chats panel, located on the left side of your Chat List. Here you can choose languages, preview chats, filter for specific types of conversations, and more.Click the Chat icon in the side panel to view your Chats panel on the left. Overview of the Chats Panel All languages drop-down: Select a chat language if you offer multilingual support. Chat Notifications icon : Turn chat notification sounds on or off. Learn More All chats tab: View all chats from your account. Vertical Show More icon : Create, select, and edit filtered Chat Views. Learn More My chats tab: View chats you've participated in.Waiting: View chats that are waiting for a participant to join. Active: View chats that are in progress. Completed: View chats that have ended. Chat preview: View chat previews.Note:Alert iconsappear on the Chats panel indicating the number of unanswered chats in each list.

Working With Chat Views

By default, your Chats panel displays all chats from your account. You can add filters to your Chat Views to focus on conversations from specific widgets, or with defined labels, priorities, custom fields, and more. Save your filtered Chat Views so that other team members can also use them. Creating a New Chat ViewCreate filtered Chat Views so that you and other agents can easily focus on conversations from specific widgets. You can also add label, priority, or custom field filters to fine-tune which chats you see. Once you've created a view, you can save it for other team members to access.Show me howTo create a new Chat View: Click the Chat icon in the side panel. Click the Vertical Show More icon from the Chats panel and select a view. Click + Add Filter. Enter a filter you'd like to add and select it from the list, or scroll down and select it. Choose from the following filters: Priority: Select a priority level(s) to filter. Labels: Search for and select the label(s) you'd like to filter under the relevant option: Include any: Include chats with any of the selected labels. Include all: Include chats with all of the selected labels. Exclude: Include tickets that do not have the selected labels. Chat Source: Filter for chats from Any widget or select Specific widget and select the widget(s) you'd like to filter. Assigned to/by: Select the relevant option: Assigned to: Include chats that are assigned to specific agents or groups. Assigned to no one: Include chats that are not assigned. Assigned by: Include chats that are assigned by specific agents. Replied by: Select the relevant option: Replied by a specific agent: Include chats that have been replied to by specific agents. Replied by anyone: Include chats that have received a reply. Replied by no one: Include chats that have not received a reply. Custom fields: Include chats filtered by custom fields. (Optional) Save your view: Note: To save your view, you must be an admin or have a custom role with Create, update & delete custom views enabled in your Chat List permissions. Click Save View as or click the Save View drop-down and select Save View as. Enter a name for the view and click Save View. Editing a Chat ViewModify an existing Chat View to adjust the chats it displays. You can choose to save over an existing view, save a new view, or not save at all. Show me howTo edit an existing Chat View: Click the Chat icon in the side panel. Click the Vertical Show More icon from the Chats panel. Hover over the view you'd like to modify and click Edit. Edit your view: Add a filter: Click + Add Filter and add a new filter. Edit an existing filter: Modify the settings of your filter. Remove a filter: Click the X icon next to your filter. Rename view: Change the name of your view: Click the Show More icon next to the view name. Select Rename view and edit the name of your view. Click Update. Delete view: Delete your saved view: Click the Show More icon next to the view name. Select Delete view. Click Yes. (Optional) Choose a saving option: Note: You must be an admin to save views. Save View: Save changes to your existing view by clicking Save View then Yes. Save View as: Save a new view: Click the Drop-down icon next to Save View and select Save View as. Enter a name for your view and click Save View. Note: Click Reset view to revert to the latest saved version of your view.

Viewing Your Chat Stats Panel

Monitor your Live Chat support's KPIs (Key Performance Indicators) in real-time from your Chat Stats panel. Your stats adjust to the language and Chat Views you select in your Chats panel so you can track specific areas of support.Chat Stats: NowView current statistics in the Now section of your Chat Stats panel. Check the number of chats waiting and in progress, the longest wait time, the number of available agents, and more. Show me howClick the Chat icon in the side panel.Click the Chat Stats icon on the right. Check your chat availability:Note: If you have more than 1 Live Chat widget, you'll see the total number of Chat Widgets currently open. Chat is open: Live Chat is currently available.Chat is closed: Live Chat is currently unavailable. View the Waiting stats from left to right:New chat request: The total chats waiting for an agent to join. Longest wait time: The longest wait time out of all the chats waiting. New chat requests in the last 5 minutes: The total chats started in the last 5 minutes. View the Chats in progress stats from left to right:Chats in progress: The total chats currently in progress. Longest chat duration: The longest chat duration currently in progress. View the Agents activity stats from left to right: Agents currently chatting: The total agents currently chatting with customers. Click to view a list of agents. Average chats per agent: The average number of chats per agent (counting agents that joined at least one chat). Chat Stats: TodayView your cumulative statistics for the day in the Today section of your Chat Stats panel. Check your total completed chats as well as average and 80th percentile wait times and chat durations. Show me howClick the Chat icon in the side panel.Click the Chat Stats icon on the right. View the Today stats:Completed: The total chats completed today. Wait time: Today's average (on the left) or 80th percentile (on the right) amount of time customers have waited for an agent to join their chat. Chat duration: Today's average (on the left) or 80th percentile (on the right) chat duration.To hide the Chat Stats panel:Click the Chat Stats icon on the left side of the Chat Stats panel.

Tips for Working With Live Chat Support Teams

Live Chat support combines the immediacy of a call center with the written format of tickets. Follow the suggestions below to set your team members up for success and ensure customers receive the quickest, most effective responses to their real-time questions. Preparing Your Teams for Live Chat SupportMinimizing agent response time is critical to providing fast and convenient customer service. Take a look at a few of our suggestions below to help you prepare for live chat support. Create chat-specific saved repliesCreate a list of saved replies for the most common chat-related scenarios so agents can respond faster than they can type. Agents can also create their own personal saved replies. Examples include:Introductions:For positive or neutral customers: "Hi customer name, thanks for contacting your business name, how can I help you?"For frustrated customers: "Hi customer name, I'm sorry to hear about your experience. I’d be happy to help you with this issue."Closing statements: For positive or neutral customers: "Happy to help! If you need anything else, feel free to contact us again."For frustrated customers: "Thank you for taking the time to write to us. If there's anything else we can assist you with, please let us know."Investigating:Requesting more information: "Please let me know a little bit more about the issue so I can better understand."Needing more time: "We're looking into this issue, please wait a few moments."Escalating in chat: "I see the issue you’re referring to. I’m having someone from the relevant team look into this, please wait a moment."Escalating offline: "Our team will need to take a closer look. I've forwarded your issue to the relative department name who will update you via email. We apologize for the inconvenience."No customer response: "We haven't heard from you for a while. Feel free to reply in this chat if you still need help."Tips:Automatically greet your customers by name by adding dynamic placeholders to saved replies.Begin each chat-related saved reply name with "Chat" so they're easily discernible from other saved replies. Utilize Chat ViewsEnsure your customers' questions get to the right agents. You can create chat views that filter your chats by label, assigned agents, custom fields and more. Then have specialized agents focus on answering chats from their assigned chat view. For example, Billing agents could answer chats from a 'Billing' chat view displaying conversations from a widget on your customers' Billing page. To select a chat view:Click the All Chats tab.Click Edit / Change View.Select a chat view from the list.Tip: Click Edit next to a chat view to modify its filters. Create internal escalation proceduresThere will likely come a time when an agent can't solve a customer's problem on the spot. Be proactive by creating internal processes for escalating issues. Example escalation procedure for chat agents:Chat your customer to let them know you'll need to escalate the issue offline with the relevant department, which will follow up via email.Click End Chat and change the ticket status to Investigating.Create and send a new ticket to your customer letting them know they'll receive another email once the issue is resolved. Add an internal note to the ticket referencing the chat ticket. Change the ticket status to Investigating. Once the issue is resolved or if further information is needed, an agent can reply and resolve the ticket. Minimizing Response TimeWith Live Chat, customers expect immediate responses to their questions. Fulfill these expectations by making sure your team monitors the Chat List and replies to conversations quickly. Respond with saved repliesYour team members should familiarize themselves with the chat-related saved replies you create in your account to ensure quick responses to common scenarios. Agents can further customize their own replies by creating personal saved replies. Tip: Type # and your reply shortcut, then select a saved reply to insert. Respond quickly to Waiting chatsYou'll see a notification on the Waiting Chats icon to indicate the number of chats waiting for a participant to join. Be sure to have agents respond with friendly opening saved replies to let customers know they're available to help. Tips: Click Edit / Change View and select a chat view to filter the chats you see.View how long each customer has waited for a participant to join to the right of each chat preview.View the webpage your customer is chatting fromKnowing which page your customer is chatting with you from can help you understand what they're chatting about. In the Info panel at the top right, you can view, copy, and go to the URL (webpage address) your customer is currently viewing. To view the URL your customer is chatting from:Hover over the website name in the Info panel at the top right. Choose an option:Copy URL: Hover over the URL and select Click to copy. Go to URL: Click Go to URL to open the webpage in a new tab. Notes: If your customer is no longer viewing the webpage they're chatting from, Away last seen at displays before the website name. If your customer has closed the webpage they were chatting from, Offline displays in place of the website name. Replying to the chat sends an email to your customer.Respond periodically to your Active chatsFrom the My Chats tab, you'll see a notification on the Active Chats icon to indicate a customer has responded to a conversation you've joined. Check in with customers frequently, even if it's to let them know you need more time to work on a solution. Tip: View a timestamp to the right of each chat preview to see when a customer last replied. Ending non-responsive chatsWhen a customer hasn't replied after a reasonable amount of time, an agent should let them know they're ending the chat. The agent can then end the chat, which places it in the Completed tab. If your customer responds later, the chat appears in the Waiting tab.Tip: You'll see a pop-up message appear over the user panel on the right to let you know when your customer has closed the chat or gone offline. Transfer to other agentsIf an agent needs to end their shift or cannot finish a chat, they can transfer the conversation to another agent.To transfer your chat to another agent:Contact an agent offline to let them know you need to transfer.Click the Assign ticket icon from the footer menu.Type the name or email address of the team member and select them from the list.Note: The agent receives an Answers notification once they've been assigned to the chat.Once they've joined, click the drop-down next to End Call.Note: Your customer can see another agent has joined in the header of their chat widget. Select Leave Chat.

Tips for Chatting with Customers

Easily respond to customer questions in real-time while utilizing your Knowledge Base articles and saved replies with Wix Answers Live Chat. Toggle between chats you've participated in or all chats, and preview chats that are waiting, in progress, or completed within the Chats panel.Step 1 | Selecting a ChatClick the Chat icon in the side panel. (For multilingual support) Click All languages and select a language.Click the Vertical Show More icon from the Chats panel and select a view. Learn More Select a Chats panel tab: All Chats: (Or selected view) To view all chats in your selected view. My Chats: To view chats you've participated in. Click an icon to view the relevant chat list: Note: Red icons indicate the number of chats within each list. Waiting: Chats that are waiting for a participant to join. Active: Chats that are in progress. Completed: Chats that have ended. Select a chat from the list to view its contents in the center of your screen. Tip:View the exact webpage URL your customer is chatting from in the Info panel at the top right. Hover over the webpage name and click to copy or go to the URL. Step 2 | Replying to a Chat Click the reply field. Create your reply using any of the following features: Type your reply. Link an article: Click the Knowledge base articles icon . Use the search bar to find a specific article and click to preview. Tip: Click Filters in the search bar to refine your search. Click an option: View article: Opens a preview of the article. Insert content to your reply : Pastes the article contents into your reply. Paste a link to your reply : Pastes the article title as a hyperlink. Link article : Internally links an article without adding content. Add a saved reply: Tip: Create keyboard shortcuts for your replies by adding tags. Learn More Click the Saved Replies icon . (Optional) Click Filters to the right of the search field to view results by sharing type. Scroll or search for a specific saved reply and click to preview it. Click Add to reply to insert the saved reply. Insert an attachment: Click the Add attachment icon . Browse for the relevant file and click Open. Insert an emoji: Click the Add emoji icon . Select an emoji. Click Send. Keyboard shortcuts:Type # and a reply shortcut to add a saved reply. Learn more about saved replies.Type Ctrl + Enter (Cmd + Enter on a Mac) to send your reply. Tips:Link articles with your replies so that later you can analyze your top support issues.Attach images and other files to your replies to provide in-depth directions. To edit a message, hover over the message, click the Show More icon on the right, and select Edit text.Step 3 | Ending a ChatClick End Chat.Select the status your ticket will change to and click End Chat. Learn more about ticket statuses. Notes: You can also leave a chat, in case another agent is taking over, by clicking the End Chat drop-down icon and selecting Leave Chat. If a customer replies to a chat that has ended, it appears in the All chats tab under Waiting where any agent can respond. You can set up your widgets to send satisfaction surveys to customers when chats are ended and changed to "Solved."

Turning Chat Notifications On or Off

Use chat sound notifications to let you know when chats need your attention. Leave chat notifications on to hear a beep whenever customers start new chats or reply to chats you're participating in. Note:Chat notifications are local to your device, so you can turn them off while other agents continue to use them. To turn chat notifications on or off:Click the Chat icon in the side panel. Click the Chat Notifications icon to turn notifications on or off.

Sending Live Chat Customer Satisfaction Surveys

Let customers rate their Live Chat experiences so you can better understand how to improve your support. Surveys are sent within their chat widgets as soon as chats are ended by agents or customers. If you have multiple chat widgets, you can send different surveys for each widget. Show me details about customer satisfaction surveys Customers can rate their experiences as Positive, Neutral, or Negative. The survey appears in the customer's chat widget after an agent ends the chat and changes the status to Solved. The agent(s) must send at least 2 replies for the survey to be sent. Surveys are not sent if the chat ended more than 72 hours after the last message was sent (by agents or customers). Customer rating responses do not count as messages or against any other chat metrics. The rating applies to the agent who sent the last reply before the survey was sent. The customer has 5 days to submit the survey before it expires. Pending surveys become invalid if the ticket is reopened. A new survey will be sent once the ticket is replied to and resolved by an agent.Before you begin:Create a Live Chat widget so you can add the customer satisfaction survey to it. Learn how to: Send the same survey for all your chat widgets Send different surveys for each of your chat widgetsSending the Same Survey for All Your Chat WidgetsEdit and enable surveys in each of your supported languages from your Customer Satisfaction settings. All your chat widgets use the same survey content unless you choose to send different surveys per widget. To send the same survey for all your chat widgets: In the Wix Answers app, go to Settings > Tickets > Customer Satisfaction. Click Edit next to the relevant language. Click the Chat tickets toggle to enable sending surveys in chat. Scroll down to the Survey Content section to edit the survey. Edit the Survey title that appears at the top of the survey. Click Allow customer to add a comment to let customers add comments if they want. Then edit the Response and Follow-up question for each rating (Positive, Neutral, and Negative). Edit the Thank you message that appears after customers click "Send." Click Update at the top-right. Repeat these steps for each language you support.Sending Different Surveys for Each of Your WidgetsFrom the settings of your chat widgets, you can choose to send survey content that is unique to each widget.To send different surveys for each of your widgets: In the Wix Answers app, go to Settings > Tickets > Customer Satisfaction. Click Edit next to the relevant language. Click the Chat tickets toggle to enable sending surveys in chat. Scroll down to the Survey Content section and click Edit chat widget content. Select the relevant chat widget. Click Customize this widget's satisfaction survey content next to Customer Satisfaction Rating. Click Ask customers to rate their chat experience. Note: If you uncheck this option, the widget does not send a survey. Edit the Survey title that appears at the top of the survey. Click Allow customer to add a comment to let customers add comments if they want. Then edit the Response and Follow-up question for each rating (Positive, Neutral, and Negative). Edit the Thank you message that appears after customers click "Send." Scroll up and click Save. Repeat these steps for each language you support. Tip:Learn how to filter your Ticket List by customer satisfaction rating.