Name: How to Add Live Chat to Websites: 9 Steps - Zoho SalesIQ
Brand: Zoho
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Are you thinking of adding live chat to your website? Great decision! If you’re ready to get started, our blog walks you through the 9 simple steps to set it up.

Not sure if live chat is right for you? Maybe the numbers will convince you.

Every savvy business is tapping into the real-time conversational power of live chat to drive growth. In 2024, the live chat market was valued at approximately $2.2 billion and is expected to reach $7.14 billion by 2035, growing at a compound annual growth rate (CAGR) of around 11.3%^i.

Now is the time to start transforming how you engage with your audience!

Table of contents

Top benefits of adding live chat to websites
How to add live chat to websites: 9 simple steps
Why Zoho SalesIQ is the ideal live chat software for your business

Top benefits of adding live chat to websites

Adding live chat isn’t just a trend—it's the way forward. There are numerous benefits in adding live chat to your website, so let's get started by taking a look at some.

Boost conversions: With live chat, you can instantly engage visitors and guide them through their journey, helping turn casual browsers into loyal customers.
Pre-engage for sales: You can set up triggers based on actions like time spent on a page or repeated product views, and start conversations before they even ask. This helps nudge them closer to making a purchase.
Qualify leads quickly: Live chat lets you qualify leads as soon as they show interest. You can ask a few questions to understand their needs, making it easier for your sales team to focus on the most promising prospects.
Instant support: No one likes waiting around. With live chat, you can offer real-time support, solve problems fast, and keep customers happy.
Keep visitors engaged: Live chat encourages people to stick around and explore more of what you offer. The longer they stay, the more likely they are to make a purchase.
Understand your customers better: By analyzing live chat conversations, you can gain valuable insights into what your visitors are looking for, allowing you to fine-tune your sales approach.

For a deeper dive into these advantages, check out our blog on the benefits of live chat software.

How to add live chat to websites: 9 simple steps

Integrating live chat into your website is easier than you think. Follow these steps to set up live chat software and get started today.

Step 1: Sign up for live chat software

In this example, we're using Zoho SalesIQ, our leading live chat software for your business. To understand better and go through the steps, we urge you to visit Zoho SalesIQ and create a free account.

Disclaimer: Zoho SalesIQ also offers a free trial with full access to the live chat features.

There are numerous live chat software options available on the market. To choose the best chat software for your business, you should first:
1. Define your business goals
2. List the features your business needs from the software (e.g., chatbot support, analytics)
3. Compare the pricing from different vendors
4. Take advantage of free trials
5. Choose the software that offers the best value.
For more tips, check out our guide to the best live chat software.

Step 2: Generate the chat code

After you sign up, log in to your Zoho SalesIQ dashboard. Once you log in, you can navigate to Settings > Brands > Choose the system generated brand or create one > Installation > Website.

💡 What is a Brand in Zoho SalesIQ?

A Brand in Zoho SalesIQ represents your business identity within the platform. It helps you manage multiple websites, customize chat widgets, and set up unique automation and engagement rules for different business units—all under a single account.
Example:
Imagine you run two businesses—one for "Zylker Gizmo" (selling gadgets) and another for "Zylker EcoWear" (selling sustainable clothing). In Zoho SalesIQ, you can create two separate brands:
-> Zylker Gizmo: Customize chat widgets with tech-related messaging and automation tailored to gadgets.
-> Zylker EcoWear: Set up a different chat widget and automations focused on sustainability, ensuring customers experience a brand-specific interaction for each website.

This way, you manage everything under a single Zoho SalesIQ account while keeping each brand's identity intact.

Step 3: Add the code to your website

Embed the code right before the </body> tag of your website’s HTML.

If you need more help, check out our detailed explanation on adding code to your website.

💡 Pro tip: Not familiar with HTML? Use the “Send installation code to webmaster” option or schedule a free setup with our team.

For CMS platforms like WordPress or Shopify, plugins make integration even easier.

For example, if you're using WordPress, you can see how you can add the SalesIQ WordPress plugin.

If you have one of the other content management systems or want to discover a more detailed tutorial, then you can click on the ellipses (under the "Need help?" section next to the Shopify icon) to see all the different platforms we support and choose the one for you.

Explore our detailed tutorials for popular platforms like:

Step 4: Customize your chat widget

Now that you’ve added the chat widget to your website, it’s time to make it truly yours. Customizing your widget ensures it aligns with your branding, offering visitors a seamless and professional experience. Here’s how to do it:

You can design your chat widget by going to Settings -> Brands > Choose your brand > Personalization.

4.1. Widget color: Set the tone

Colors are more than just aesthetics—they communicate your brand’s personality and set the vibe of your live chat.

Pick a color that resonates with your brand.
Simply copy and paste your color code if you have a specific shade in mind.

4.2. Keep it simple with stickers

Keeping your widget clean and visually appealing will help users navigate it more easily.

Enable/disable the Hide Widget Message option to show just the widget without online or offline messages.
Want something unique? Use a custom sticker—upload images for both online and offline modes to give your widget a distinctive look that blends with your website design.

4.3. Craft personalized messages

Your widget is your first impression—make it count!

When online: Welcome visitors with a friendly note like “Hi there! How can I help you today?” or add a warm touch with “Welcome to Zylker Inc.”
When offline: Set clear expectations with messages like “We’re offline right now, but leave a message, and we’ll get back to you!”

Short, friendly, and clear messages can make a big difference in how your brand is perceived.

4.4. Add a human touch

Trust starts with a face.

Enable the Include Operator Image option to display a photo or avatar of the person responding. This makes interactions feel more personal and relatable.

4.5. Control visibility like a pro

Sometimes, less is more.

On mobile: If the widget doesn’t fit your mobile site’s experience, you can hide it on mobile browsers.
After hours: Use the Hide Widget When Offline option to remove the widget during non-business hours, maintaining a professional appearance.

4.6. Place it strategically

Think about where your visitors will naturally look for help. You can position your widget to fit your site’s layout:

Left-bottom corner for a subtle presence.
Right-bottom corner for a classic and noticeable look.

4.7. Self-service with articles and FAQs

Make it easy for users to find answers on their own:

Articles: Share useful content directly in the chat window. Organize it by categories or departments for easier navigation.
FAQs: Provide answers to common questions in a dedicated tab. Default language settings ensure your content is accessible worldwide.

4.8. Language and font settings

Keep your widget aligned with your website’s look and feel:

Language support: Automatically adapt the chat window to match your website’s language settings.
Font styles: Choose fonts that match your site’s design, like Roboto, Lato, or Open Sans, for a cohesive appearance.

With these customizations, your chat widget will look great!

Pro tip: Need help with customizations? Check out our customization guide

Step 5: Go live

Now that you've customized your chat widget, it's time to launch it! Test it with a live visitor—someone actively browsing your website—to ensure everything runs smoothly.

You can do this by:

Asking a colleague or friend to visit your site and start a chat.
Opening your website in incognito mode or on another device to simulate a real visitor.

This will help you verify that messages are sent and received properly, automated triggers work as expected, and the widget looks great across different screens.

Need help setting it up on specific platforms? Check out these detailed guides:

Team productivity = Business productivity

Once your live chat is up and running, it’s time to take things to the next level: boosting productivity with automation. After all, when your team operates more efficiently, your business thrives.

Step 6: Automate with chatbots

Chatbots are a must-have for any modern business. With Zobot, SalesIQ's bot-building platform, you can create chatbots using low-code, no-code, or fully coded approaches—it’s easier than you think!

As we continue with the SalesIQ example, here’s what you need to do next:

Navigate to Zobot:
Go to Settings (the gear icon), and under Automation, click Zobot. You’ll see an option to create new bots.
Build your bot:
Click Add, then configure your bot. Focus on making it feel human—friendly, approachable, and helpful:

✅ Use conversational responses: Instead of robotic responses like “I will assist you,” go for warmer phrasing like “Happy to help!” or “Let me check that for you.”
✅ Personalize conversations using customer details: Personalize conversations by using customer details like their name or preferences:

Example: “Hi [Customer Name], how can I make your day easier today?”
✅ Make interactions engaging with emojis: Add emojis to make interactions more engaging: “Got it! 😊” or “Hang tight, I’ll get this sorted! 🚀”

Create a natural flow:
Avoid stiff, scripted questions. Instead of “Do you need assistance with product details?” try “Hey! Want to learn more about our products?”
- Use conditional paths to make the chatbot smarter. For example:
  - If a user asks for product details, direct them to relevant pages.
  - For complex queries, transfer them to a team member with a friendly note:
    “That’s a great question! Let me connect you with one of our amazing team members.”
Test before you launch:
Pretend to be a customer and interact with your bot. Ask different types of questions to ensure responses feel natural and helpful. Fine-tune as needed.

Once your chatbot is ready, you can place it where it makes the most impact. Here are some examples:

✅ On your website – Add the chatbot to key pages where customers are most likely to need assistance.

Homepage: Greet visitors and guide them to relevant sections.
- Example: "Welcome to [Brand Name]! Looking for something specific? 😊"
Product pages: Answer common questions about pricing, features, or comparisons.
- Example: "This laptop has a 15-hour battery life! Want to see similar models?"
Checkout page: Reduce cart abandonment by addressing last-minute doubts.
- Example: "Need help with payment options? I’m here!"

✅ On landing pages – Engage leads and improve conversions.

Example: A chatbot on a webinar signup page can say:
- "Excited for our webinar? Let me know if you have any questions before signing up!"

✅ On multiple channels – Extend your chatbot beyond your website.

WhatsApp Business – Offer instant support via messaging.
- Example: A travel agency chatbot can send booking confirmations and updates.
  - "Hi [Name], your flight to Paris is confirmed! Need hotel recommendations? 😊"
Facebook Messenger – Interact with social media visitors.
- Example: A clothing brand chatbot can help customers find the right product.
  - "Hey! Looking for summer dresses? Here are some trending styles!"
Instagram DMs – Answer product inquiries right from your Instagram page.
- Example: A skincare brand chatbot can guide users based on skin type.
  - "Hey [Name], looking for moisturizers? What’s your skin type—oily, dry, or a combination?"

✅ Mobile apps – Offer seamless in-app support.

Example: A food delivery chatbot can assist with order modifications.
- "Want to add extra cheese to your pizza? 🍕 Click here to update your order!"

Pro tip: Customize responses based on the channel. WhatsApp or any other SM channels work best with short, quick replies, while websites and apps can handle more detailed interactions.

You can decide where the bot should appear, like the homepage, product pages, or your contact page.

More importantly, you can integrate with ChatGPT to leverage the full capabilities of the platform for your business.

Step 7: Create a customer service knowledge base

Ease your team’s workload by having all the necessary data right within the live chat inbox. This will be super important for you to enable this for your team.

Leverage resources: Your built-in knowledge base

Use resources, our built-in knowledge base, to create, edit, and store all your information, ranging from automated responses (Canned Replies), Articles, and FAQs to Small Talk and Business Terms that even your chatbots can use to converse.

Canned replies — Save and reuse your most common responses for faster communication.

Access them easily with a simple slash key ( / ).
Perfect for managing concurrent chats—just type “/” and select a pre-built response from the list.

Example: Instead of typing, “Thank you for reaching out. I’ll check that for you” every time, save it as a canned reply and send it in seconds!

FAQs — Address common questions like “What’s your return policy?” or “When will you open?” effortlessly.

Add multiple variations of a question to ensure accuracy.
Even your chatbot can use these to provide instant answers without breaking a sweat!

Articles — Provide detailed documentation about your products and services.

Well-written articles can drastically reduce repetitive support tickets, saving your team valuable time.

Small talk — While bots can be charming on their own, you can add a personal touch by incorporating pleasantries as part of their vocabulary to make them more engaging.

Business terms — Add industry-specific terms, product names, or commonly used words along with their synonyms. This helps your chatbot accurately interpret and respond to customer queries, improving efficiency.

Moreover, don’t worry—everything is editable! You can update or delete resources whenever needed.

Pro tip: Integrate with other channels
A crucial step here is that you have to get clarity on where your live chat should be available. Will it be just for your website, or other channels like WhatsApp or Instagram? Zoho SalesIQ offers seamless integrations with various channels to streamline your customer support and engagement efforts.

You can integrate with all the different channels, and once you do, you can manage all customer communications from a single dashboard (Shared Inbox), improving efficiency and customer satisfaction.

Step 8: Install mobile and desktop apps

To enhance your team's responsiveness, it's essential to install the mobile and desktop applications.

Mobile app

The Zoho SalesIQ mobile app enables you to manage chat inquiries, view visitor details, and update information directly from your smartphone. This ensures that you and your support team can assist clients promptly, even when away from your desks. You can also set up notifications on when a user is visiting your site.

It’s perfect for keeping your team productive, even when they’re away from their desks.

Desktop app

The Zoho SalesIQ desktop app allows you to receive notifications and respond to customer inquiries without keeping a browser tab open.

Available on:

Step 9. Monitor performance metrics

It’s time to track your progress. Monitoring the performance of your team and chatbots is crucial for ongoing improvement and customer satisfaction. You can track various data, such as your operators' performance, volume of bot conversations, visitor stats for all your brands, and much more with the detailed reports available.

With these steps, you are now set! Congratulations, you did it!

Now sit back, relax, and let your live chat system work its magic.

Why Zoho SalesIQ is the ideal live chat software for your business

Using all these steps, you will have configured Zoho SalesIQ for your business. SalesIQ is live chat and chatbot software designed to enhance customer engagement while streamlining your workflow.

With AI-powered chatbots—including low-code, no-code, and coded options—and ChatGPT & ChatGPT Assistant integration, you can automate responses. Zia, Zoho’s native AI, is also being introduced as a built-in feature to provide intelligent responses, predictive insights, and enhanced automation.

Beyond live chat, SalesIQ offers features such as screen sharing, voice notes, audio calls, profanity filters, and more. All of this comes with flexible pricing plans suitable for businesses of any size.

Experience how Zoho SalesIQ can transform your customer engagement strategy—if you haven't signed up yet, sign up now!

Reference:
i - https://www.metatechinsights.com/industry-insights/live-chat-software-market-1332

Add live chat to your website in 9 steps