Setting Up Live Chat for Your Organization

Problem / Challenge

Give your website visitors the ability to communicate with you in real time by clicking a chat button embedded on your site. Your agents should be available to answer chat requests during business hours.

When agents aren't available, an offline chatbot collects the visitor's contact information (email, phone, note) and emails it to your team to follow up the next time they're online.

Technical overview

This guide walks you through building a chatbot flow that routes visitors to your agents, customizing and branding it to match your organization, and adding it to your website.

• Departments: Sales, Support, Billing
• Channel: Website Live Chat
• Deployment time: ~15 minutes
• Assumptions: You've already created an Alive5 account and set up your Users and Channels.
• Pricing: New customers can start with the 3-month pilot program, followed by our standard pricing model.

Related video

Live Chat Agent Functionality:

9 steps to deployment

1. Create a Widget — From the Alive5 dashboard, create a new chat widget for your site.
2. Grab the Widget Code and Short Link — Copy the embed snippet and the shareable short link.
3. Customize Your Widget — Set the welcome message, avatar, colors, and brand the chat bubble to match your site.
4. Add it to Your Website — Paste the embed code into your site's footer or tag manager so it loads on every page.
5. Create a Bot Flow — Open Bot Flows and start a new flow that will greet visitors and route them.
6. Pick the Live Chat Template — Choose the prebuilt Live Chat template as your starting point.
7. Customize Bot Messages and Flow — Edit greetings, decision branches, and offline-mode capture fields (email, phone, note).
8. Configure the Agent Bot — Assign departments (Sales, Support, Billing), set agent availability, and configure routing rules.
9. Do a Test Chat — Open your site, trigger the widget, run through both online and offline scenarios, and confirm the email handoff works.

💡 Want a guided walkthrough? Book a demo with us and we'll set it up live with you.