> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Live chat

> Respond to website visitors in real time through the Hoop web chat widget without leaving your conversations inbox.

Live Chat is a real-time communication tool that lets website visitors reach your team instantly through the web chat widget. Conversations appear directly in your Hoop inbox alongside all your other channels, so no separate platform is needed.

<Frame caption="Live chat conversation in the inbox">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-livechat-widget.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=64ee73a16cd9c1dbd4c7bde35f86f97b" alt="Live chat view" width="1150" height="383" data-path="images/conversations-livechat-widget.png" />
</Frame>

## Setup

Before you can receive live chat messages, you need a Chat Widget configured in your account.

<Steps>
  <Step title="Create a Chat Widget">
    Go to **Sites → Chat Widget** and create a new widget. Customize its appearance and behavior, then embed it on your website or CRM pages. For full setup instructions, refer to the Chat Widget article.
  </Step>

  <Step title="Receive messages">
    Once a visitor sends a message through the widget, it appears in your Conversations inbox with the Live Chat channel indicator.
  </Step>
</Steps>

## Responding to live chat

<Steps>
  <Step title="Find the conversation">
    In Conversations, use the **Quick Filters** panel and filter by **Last Message Channel → Web Chat Widget** to isolate live chat conversations.

    <Frame caption="Filter for live chat conversations">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-livechat-filter.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=8e2a2fe266e04fbaff5c487d8b6960cd" alt="Live chat filter" width="1162" height="372" data-path="images/conversations-livechat-filter.png" />
    </Frame>
  </Step>

  <Step title="Reply in real time">
    Open the conversation and type your response in the message box. Live chat messages are delivered instantly to the visitor on your website.
  </Step>
</Steps>

## Manual actions for live chat

Two special actions are available within live chat conversations:

<AccordionGroup>
  <Accordion title="End live chat">
    Click **End Live Chat** to close the session once the matter has been resolved. This signals to the visitor that the conversation is complete.
  </Accordion>

  <Accordion title="Request contact details">
    Click **Request Contact Details** to send a form to the visitor, inviting them to share their name, email, and phone number. This opens the door for extended follow-up communication.
  </Accordion>
</AccordionGroup>

<Frame caption="Live chat manual actions — end the session or request contact details for extended follow-up">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-livechat-widget.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=64ee73a16cd9c1dbd4c7bde35f86f97b" alt="Live chat actions" width="1150" height="383" data-path="images/conversations-livechat-widget.png" />
</Frame>

## Web chat inside conversations

Web chat messages from your website's chat widget appear directly in your Conversations inbox, unified alongside SMS, email, and social messages. This section covers managing web chat from the conversations side.

### Setup

1. Configure a Chat Widget in **Sites > Chat Widget** (appearance, behavior, auto-messages)
2. Embed the widget on your website using the provided code snippet
3. Once live, visitor messages flow into your Conversations inbox with the **Web Chat** channel indicator

### Managing web chat messages

Web chat conversations are managed identically to other channels in your inbox:

* **Reply in real time** — type responses and they appear instantly in the visitor's chat window
* **Assign conversations** — route web chat conversations to specific team members
* **Apply labels** — categorize web chat conversations for organization
* **Use snippets** — insert pre-written responses for common questions
* **View contact details** — if the visitor has been identified (via form fill or previous interaction), their contact record appears in the side panel

### Bot integration

Connect a Conversation AI bot to your web chat channel to handle initial interactions automatically. The bot can qualify leads, answer FAQs, and book appointments before handing off to a human agent when needed.

Configure bot assignment in **AI Agents > Conversation AI > Channel Assignment** and toggle on **Web Chat**.

***

## Key benefits

* **Reduced response times** — visitors get answers immediately without waiting for email.
* **Higher engagement** — personal, conversational interactions increase satisfaction.
* **Seamless integration** — live chat messages appear in the same inbox as SMS, email, and social messages, keeping your team in one place.
* **Customizable widget** — match the widget's look and feel to your brand.