Quickstart

Live chat uses the same script as web analytics: the script loads the chat file from the same directory only when the collect response carries the enabled flag. Tabs that are already open need one reload before the bubble appears.

Prerequisites

The website script is installed and a visit shows up. See Web analytics quickstart. Your role is Owner or Admin. The hostname is registered.

Keep this snippet and do not add a second file:

<script async src="https://YOUR_ORIGIN/w.js" data-site="YOUR_SITE_KEY"></script>

Steps

1. Turn chat on

   Open ConsoleLive chatChat settings, enable live chat, and save.

2. Set the look

   On the same page set the brand name, color, and bubble side. An empty brand name uses the project name.

3. Invite an agent

   Open ConsoleLive chatAgents and invite a teammate. An Agent only member lands in the inbox.

4. Send a test message

   Reload a page that has the script, wait for the bubble, and send one line.

Verify

ConsoleLive chatInbox shows the conversation under waiting. Your reply arrives in the visitor window.

Common failures

The page was not reloaded, so it never received the enabled flag. The script was forced to skip chat. The hostname is not allowed. Do Not Track stops the website script entirely.

Next steps

Agents can reply as soon as they open the inbox; no further site code changes are needed. To compare conversion for visitors who chatted and those who did not, continue with Analytics + chat together.

Use with analytics

Analytics and chat share the visit, but an analytics session and a chat conversation are different things. See Sessions.

Prerequisites

The website script and chat both work. See Web analytics quickstart and Live chat quickstart. Your role can open realtime and is not Viewer.

Steps

1. Open realtime

   Go to ConsoleWeb analyticsRealtime and find the current visitor.

2. Send a message

   Start a conversation from that visitor. On a page that already loaded the chat widget they receive it, and a reply becomes an inbox conversation.

3. Add a goal

   Open ConsoleWeb analyticsGoals and use a page or an event, such as the order-complete page. How goals are defined is in Goals.

4. Compare conversion

   Open ConsoleLive chatReports and switch to Conversion attribution. With a goal configured, it compares visitors who chatted with visitors who did not.

Verify

The inbox shows the conversation you just started. The attribution card no longer says that no goal is configured. Below 30 visitors who chatted, the comparison is marked as a small sample and is only indicative; that is expected.

Common failures

Viewer members do not see the start action. Chat is off, so realtime cannot deliver a message. The goal event was never sent, so the comparison has nothing to divide.