Answer your customers' questions directly on your website
Live chat catches the question while someone is still deciding whether to buy. How to create it, install it, and choose between live chat and a WhatsApp launcher.
A Live Chat is a chat that sits on every page of your store, so someone can ask you something in the same second they are deciding whether to buy. That timing is the whole point, and it is what makes live chat behave differently from every other channel you run.
What live chat catches that nothing else does
- The question arrives before the purchase, not after it. "Will this arrive before Friday?" asked on the product page is a sale. The same question by email two days later is a sale you already lost, and by then the answer has changed too.
- Nobody emails to ask something small. They abandon instead. A chat on the page catches the doubts that were never going to become a support ticket.
- Your agent answers in seconds, at midnight. This is the channel where waiting is least tolerated, and where the gap between an AI answering and nobody answering is widest.
Create it
Go to Settings > Channels and open Widget.
Click Add widget, then choose which kind.
Style it, write the greeting, add conversation starters, pick a default language, and decide whether to ask for the visitor's email.
Live chat keeps the conversation on your site. A WhatsApp launcher sends it to WhatsApp.
That is a bigger choice than it looks. Live chat answers the person who is on your product page right now, and it works for someone who will never give you their phone number. A launcher hands you a phone number and a thread that survives them closing the tab, but it asks them to leave your site to start talking, and it needs a connected WhatsApp number to go anywhere.
Most stores want live chat on the product pages. A launcher makes more sense on a contact page, or in a market where WhatsApp is how people expect to reach a business. Nothing stops you having both, since each widget carries one channel.
Put it on your site
On Shopify, no code. Install the Konvo app and enable the widget in your theme. This is the route to take if you are on Shopify, and it means nobody has to touch your theme's HTML.
Anywhere else, copy the script and paste it into your site's HTML just
before the closing </body> tag. One script covers every page and every domain,
so you paste it once.
Seeing the old version?
If you edited the widget and your site still shows the old version, it is almost always your browser cache rather than your change. Check in an incognito window before you go looking for the problem.
Asking for an email, and why it matters more than it looks
You can leave the email field optional or make it required, and this is not a small decision.
A live chat visitor is anonymous and temporary. They close the tab and they are gone, mid-conversation, with no way to reach them.
With an email, they are not gone. If someone leaves before your reply lands, Konvo emails it to them, so the answer reaches the person who asked instead of sitting in a window they closed. Your team does nothing differently: you reply in the conversation as normal.
Which means requiring the email costs you a small amount of friction at the start and buys you every conversation that would otherwise have evaporated. For most stores that trade is worth making.
Turning your agent on for it
Open your agent, tick this widget's channel in its settings, and check that Agent is live. Until you do, chats arrive and wait for a person.