Live chat helps you communicate with customers directly on your site. A visitor asks a question in the chat, and the message is immediately sent to Bitrix24, where employees handle it. This is a convenient way to avoid losing inquiries, respond quickly to customers, and keep all correspondence in the CRM.

In this article:

• Connect a live chat to an open channel
• Configure a public page with the chat
• Add a live chat to your site

Connect a live chat to an open channel

An open channel is a tool that allows you to distribute customer inquiries to managers and configure automated replies.

1. Go to the CRM section > Customers tab > Contact Center.
2. Click on the Live Chat block, select an open channel from the list or create a new one.
3. Click Connect.

Open Channel settings

Configure a public page with the live chat

A public page is a separate link that customers can use to access the live chat. This is useful if your site is not ready yet or if you want to provide customers with a direct link to the chat.

Create and specify a short address for the online chat. It will be added to the end of the link.

Public page settings. You can customize:

• Chat design. Upload a background image that will be visible on the chat page.
• Custom CSS. Add a link to a CSS file or insert code into the CSS Text field.
• Signature. Check the box to remove the "Powered by Bitrix24" signature in the chat.
• Conversation #. Enable the show in the widget title option so both the customer and the employee can see the dialog number. This helps reference it for future inquiries.

Phrase settings. Customize the text customers see in the online chat. You can configure:

• Welcome message
• Agent unavailable text
• Chat title. It is displayed instead of the open channel name

After changing the chat title, it may take 10–15 minutes for the updates to apply.

To edit public page settings, click Change.

To check how the online chat looks for customers:

• Open the public page with the online chat in the incognito mode in your browser
• Use a browser where you are not logged into your Bitrix24 account

Add a live chat to your site

You can add the online chat to your site using a widget. This can be done on a site created in Bitrix24 or on another platform.
Website widget

1. Go to the Sites and Stores section > Sites.
2. Click Three dots (...) > Configure site.
3. Open the Site settings tab and select the widget.
4. Save the changes.

Add website widget

If the site is on another platform.

1. Go to the CRM section > Customers tab > Contact Center.
2. Click on the Website widget block and select or create new one.
3. Connect the open channel with the live chat to the widget.
4. Copy the widget code and paste it into your site template code before the closing /body tag.

Use Bitrix24 website widget for WIX