How to add live chat to your website and launch support properly
Adding the script takes only a few steps, but a useful launch starts earlier: define the goal, prepare trusted answers, assign an owner and test the full journey on mobile.
Reviewed against current product behavior and plan limits.
The answer in one minute
Adding the script takes only a few steps, but a useful launch starts earlier: define the goal, prepare trusted answers, assign an owner and test the full journey on mobile.
- ✓Decide which questions the chat should handle first.
- ✓Prepare reliable pages, policies and answers for AI and operators.
- ✓Check widget placement and messages on mobile screens.
- ✓Run a complete test as an ordinary visitor after installation.
1. Define the job of the chat
List the 5-10 questions that most often send visitors to a form, phone call or messenger. For a store these may be delivery and returns; for a service business, price and booking; for SaaS, plans and access.
Record the trusted source for every answer. When the source is unclear, AI should not guess-the conversation should move to a person.
- primary goal
- questions AI may answer
- questions reserved for an operator
2. Prepare the first screen
The greeting should explain what help is available. “We can help you choose a plan and set up your account” is more useful than a generic “Hello”.
Make sure the launcher does not cover the cart, navigation, checkout or cookie banner. On phones, account for the keyboard and browser controls.
- short title
- specific greeting
- accessible contrast
- safe screen position
3. Install the personal code
The working code appears in the dashboard after the account and project are created and approved. The public preview only demonstrates the format and contains no personal project token.
Usually the script is placed before the closing body tag or through a tag manager. Use it only on the approved domain and do not publish private project credentials in public repositories.
- verify the domain
- use the personal code
- clear site and CDN caches
4. Test the whole journey
Open the website in a private window and ask one simple, one ambiguous and one out-of-hours question. Confirm that the conversation history is preserved and the team receives the expected notification.
Repeat the test on mobile: send a message, receive an AI answer, hand over to an operator, close the widget and reopen it.
- desktop and mobile
- AI and operator
- online and offline
- network interruption and retry
Checklist
- The approved domain is correct
- The greeting matches the page goal
- The launcher does not cover important controls
- Trusted answers exist for common questions
- Someone owns complex conversations
- Mobile and out-of-hours journeys are tested
Questions about this topic
Can I install the chat without a developer?+
If you can edit the site template or use a tag manager, inserting the prepared script is often enough.
When do I receive the working code?+
After you create an account and project. Before that, Chtio shows a safe demonstration snippet only.
Can I change the appearance later?+
Yes. Text and workflows can be changed in the project. Color, position and other appearance settings require Starter or a higher plan.
Preview the chat for your website
Enter the domain and save the draft. Before signup, the preview shows the standard Free chat; the website and language continue into the project.