What is a chat widget?

A chat widget is a window on your website that allows visitors to have a conversation with a sales or service rep in real-time. It usually pops-up in the bottom right corner of a web page and prompts visitors to chat with a representative of the business. While most chat widgets today are manned by live chat agents, chatbots are quickly becoming the preferred choice for companies that need to scale their chat capabilities or offer 24/7 support. 

Although it’s most commonly found on websites, a live chat widget can also be integrated into social media pages and mobile apps.

Why use a chat widget?

In a recent survey, more than half of all customers said they preferred to chat online with a company instead of using other options such as email, phone support or social media. This is because unlike other channels, chat widgets allow visitors to reach out to a company at the time they have a question, and get an immediate response.

Chat widgets can also be created with multiple goals in mind, all working out of the same, easily accessible window. With a live chat widget, you can: 

Benefits of a chat widget

Customer Service

Chat widgets can help you solve problems for your customers faster and more efficiently.


Convert window shoppers into buyers by offering help and answering common queries.


Chat widgets can engage with customers and make it easy to keep them informed about your product.

Always be there for your customers

Chat history
Auto Resolve

Always be there for your customers

Complete history

Continue conversations with customers without asking them to repeat every detail.

Chat history

Route queries to the right team by creating function-specific groups.

Auto resolve

Save time by automatically closing inactive conversations.

Auto Resolve

Run campaigns that convert

Lead Bot
Customized conversations

Run campaigns that convert

Lead bot

Set up a bot that recognizes new visitors and qualifies them into leads.

Lead Bot
Triggered messages

Get the attention of website visitors by nudging them with messages.

Customized messages

Send tailored messages to specific groups of people to keep them informed about campaigns and offers.

Customized conversations

Engage customers on specific pages

Engage customers on specific pages


Send tips to new users and help them get to know your product.

Rich media support

Share messages as multimedia to create a better customer experience.

Automated messages

Check up on your users by offering them tips when they visit certain pages.

Connect with your site visitors using Freshdesk Messaging (formerly Freshchat)

Customize the widget

Personalize the widget to match your brand’s image and use language that would resonate with your customers to increase the chances of engagement

Offer seamless, contextual conversations

With access to a visitor’s complete history,  you don’t have to request for previously provided details and start all over.

Offer 24/7 support

Let your users know when chat is unavailable by sending away messages. This way, they can reach out to you without expecting an immediate response. 

On-Hand FAQs

Let your visitors browse FAQs in the chat window and reach out if they have questions. Cover the common queries in brief text and help users save time.

Send Proactive Notifications

Reach out to idle visitors and increase your chances of converting them with engaging messages.