Setup Your First Live Chat


By Jitta Rao

updated 6 months ago

Live chat by Gist is an in-app, and on-site live messaging tool that allows you to communicate directly with your users, subscribers, and website visitors. Live chat helps your visitors ask questions instantly, and get answers from you immediately, hence cutting the delay in decision making and the sales process.

Customize Your Live Chat

You can customize the Gist messenger to match your brand, and we certainly recommend that you do so.

You can change the color of the button and the messenger widget in the settings tab. Note that the color of your conversations will also change. For example, if you choose the color black, your messenger will be all black.

You can choose from a huge variety of solid and gradient colors to make your chat widget stand out and attract visitors. Make sure the color of the chat widget contrasts well with the background used on your website, so people can see it clearly and get in touch with you.

You can preview the changes you make right there, and modify the settings if you want.

You can also customize the Gist Messenger by:

1. Choosing to enable or disable the chat entirely, and

2. Editing the default text that appears when users click on the messenger on your site.

3. Changing the chat messenger icon that you wish to be shown on your website.

We recommend you to urge users to give you their email address to encourage more conversions. The default text already does this, but you can make changes to the text to suit your tone and style.

Create Your First Live Ongoing Chat Messages

Once you have the live chat widget set up, you can create messages that can be triggered based on user actions. Triggered ongoing chat messages are useful for starting conversations with visitors on your site and for urging them to take specific actions.

Ongoing chat messages will be delivered to the visitors automatically by Gist, and if they respond to the message, you will be able to continue the conversation manually. This makes communication more personal for your visitors.

You can also set up ongoing chat messages for your signed up customers based on their attributes or behavior, and use them to provide contextual support or for upselling.

Customize your ongoing chat messages

To help you get started, we’ve setup a simple welcome message that will be triggered automatically when someone visits your website for the first time. This will help your users know where to whom to ask if they have any questions about your website or need any help.

You can customize and make changes to the message and then set it live. You can also use custom settings on Gist and send ongoing chat messages to your visitors based on their actions, such as:

  • Visiting a specific page – like blog, pricing, homepage, etc.
  • How many times they visit a specific page
  • How long they stay on a specific page
  • What country they live in
  • What browser they use

How to trigger an ongoing chat message on Gist?

It takes only a couple of minutes to set up an ongoing chat message.

Step 1: In your Gist workspace, navigate to Marketing > Messages > Chat > Ongoing. Click on 'New' and give your ongoing chat message an internal name.

Step 2: Compose a relevant and engaging message with a friendly, conversational tone, and encourage visitors to do the action that you want them to.

You can also customize the "From" and "Reply to" fields to route the conversation to the appropriate team or team member. Also, change the style or formatting of the chat message according to your preference.

Step 3: Choose when the chat should appear and select appropriate conditions to trigger the ongoing chat message.

On the Display Rules tab, you can decide when and where the chat message will display on your website pages. You can display the chat message when a visitor is on a specific page URL, or based on known information about your visitors. You can also combine the targeting options to create a tailored, personalized experience for visitors to your site. 

Think of the various scenarios where it would benefit your business if you sent an ongoing chat message to your visitor or customer. Create ongoing chat messages accordingly. You can create multiple ongoing chat messages, one for every condition that you require.

Step 4: Check the chat settings

Step 5: Send it immediately or schedule at a later time.

If you want to send the email right away, choose to send it 'Immediately'.

You can also schedule when to send your email. It is recommended that you schedule your email to be sent when most of your target audience will be online so that your email stays on top of their inboxes.

Use cases for triggered messages

Here are some examples of triggered ongoing chat messages that you can set up.

1. When someone visits your website for the first time

You can set up a short and sweet welcome message for visitors who land on your website for the first time. You can use this message to let first-timers to know what they can do on your website, or you can point them in the right direction to drive sales.

2. When someone visits from a marketing campaign

You can set up relevant messages to be triggered when visitors come from a specific website or ad campaign that you run. For instance, you can set up specific messages to visitors from Product Hunt, or from a Facebook ad campaign.

You can welcome visitors from specific websites with a relevant message and can offer discounts or freebies.

3. When someone spends more time on a particular page

If a visitor stays on one page for a long time, it could be because they have a question, or need some help with something. You can trigger automatic messages asking visitors if they need any help.

Need Help?

If you have any further questions, please start a Live Chat. Just "Click" on the Chat Icon in the lower right corner to talk with our support team.

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