Live Chat Software for Websites: 7 Tools & Setup Guide

It is simple to add live chat to your website. The more time-consuming part is choosing software that works well for your visitors and support team.

Some websites need a basic chat widget to answer customer questions. Others need a shared inbox where several agents can manage conversations. If your team handles a high volume of messages, automated replies and conversation routing may also be important.

This guide compares seven live chat tools by website fit and then walks through a chat widget setup that fits the way your team works.

Part 1: What Live Chat Software for a Website Actually Includes

The following are five main components to consider when choosing live chat for a website:

• Chat widget: The chat bubble that appears on a website for visitors to start conversations. Its settings may include appearance customization, welcome messages, and a pre-chat form to collect visitor details.

• Installation method: The way the website chat widget is added. Common methods include a code snippet, iframe, a tag manager, or a CMS paste-in.

• Inbox and routing: A shared workspace where support agents receive and respond to messages. Routing rules direct incoming conversations to the appropriate agent or team.

• AI and human hand-off: AI agents can handle common questions automatically. When human assistance is required, the conversation can be transferred to a support agent.

• Reporting: Analytics that show conversation volume and response times. Some platforms also track resolution times and customer satisfaction ratings to help teams evaluate support performance.

Part 2: Website Requirements to Check Before You Pick a Tool

The right live chat software for a website depends on how the business operates and the type of assistance visitors need. For example, a SaaS application may require secure identification of logged-in customers. An ecommerce store may need support across its checkout and order-tracking pages. A lead-generation website may prioritize collecting inquiries for the sales team.

Before selecting a chat widget for website integration, compare the following requirements based on the type of website.

Must = essential for the website's needs
Nice = useful but optional
Skip = lower priority for the initial setup.
*These are suggested priorities and can change depending on business requirements.

Among these live chat software features, pay particular attention to installation compatibility and security. A widget may add scripts that affect page performance, so testing its loading impact on mobile devices is important. Businesses with logged-in customers should also check whether the provider supports verified visitor identities.

For example, EngageLab LiveDesk supports Bubble Code, iframe, and Google Tag Manager installation through its Website channel. It also offers domain whitelisting and user authentication, with HMAC-based identity verification available for logged-in visitors.

After the essential requirements are identified, the table can serve as a checklist for comparing providers. Features marked Must should be verified through the provider's documentation or a hands-on trial before making a purchase decision.

Part 3: Live Chat Software for Websites Compared: 7 Options by Site Type

The best live chat for a website depends on how the business plans to use it. As mentioned above, a small store may need a simple chat widget with a Shopify integration. A SaaS application may require secure conversations with logged-in customers. Similarly, a business managing several messaging channels may need a shared support inbox.

This live chat software comparison covers seven options based on their website compatibility and installation methods. For a broader selection of tools designed for smaller teams, explore our guide to the best live chat software for small businesses .

*Prices are in USD and reflect published plans in 2026.

1 tawk.to — Best for Websites That Need Free Live Chat

tawk.to provides a free live chat for website setup with a customizable widget and agent dashboard. Businesses can install it using a JavaScript snippet or through platform-specific integrations, including WordPress and Shopify.

Its free core service makes it suitable for small websites that need direct visitor communication without a monthly subscription. Teams can also use its mobile applications to manage incoming chats. However, removing tawk.to branding and accessing certain additional services requires paid add-ons.

Website fit: Small business websites with basic live chat requirements.

2 Tidio — Best for Shopify and WordPress Stores

Tidio provides live chat through dedicated Shopify and WordPress integrations. Custom-built websites can use its JavaScript installation code. The platform combines an agent inbox with automation features, including its Lyro AI Agent.

Its ecommerce integrations make it practical for stores handling product questions and purchase-related inquiries. Tidio offers a free plan with 50 billable human-handled conversations per month. Paid Starter pricing begins at $24.17 monthly with annual billing, covering 100 billable conversations. Businesses with higher support volumes should review the conversation allowances carefully.

Website fit: Small and growing ecommerce websites.

3 Crisp — Best for a Customizable Widget and Shared Inbox

Crisp combines a website chat widget with a collaborative inbox. Installation is available through a JavaScript snippet or a WordPress plugin, with integrations for ecommerce platforms such as Shopify and WooCommerce.

Its pricing is based on workspaces, with a specified number of agent seats included in each plan. The free plan supports two seats, while Mini costs $45 per workspace each month with four seats. Businesses needing advanced routing or omnichannel support should examine the higher plans before selecting Crisp.

Website fit: Small businesses that want shared inbox access with workspace-based pricing.

4 LiveChat — Best for Customizable Website Chat

LiveChat offers a customizable chat widget that can be installed using JavaScript or supported website integrations. WordPress and Shopify users have platform-specific installation options, making it accessible to businesses without custom development requirements.

New customers are directed to Text, the provider's newer platform combining live chat with additional support capabilities. Text Essential starts at $19 per user monthly with annual billing. The per-user model requires businesses to account for every team member answering conversations. Existing LiveChat subscribers retain their current plans.

Website fit: Sales and support teams that prefer per-user pricing.

5 Intercom — Best for SaaS Websites and Logged-In Users

Intercom provides an in-product Messenger designed for customer conversations within websites and applications. It supports JavaScript installation and integrations with frameworks such as React. WordPress and Google Tag Manager installation options are also documented.

Its main advantage for SaaS businesses is the ability to identify signed-in customers and connect conversations with their account information. Secure identity verification requires additional implementation work. Essential has a standard price of $29 per seat monthly with annual billing; the pricing page currently displays a lower first-year promotion. Fin AI Agent usage is charged separately based on outcomes.

Website fit: SaaS applications requiring authenticated customer support.

6 HubSpot — Best for Websites Using HubSpot CRM

HubSpot Live Chat connects website conversations with HubSpot CRM records. Businesses hosting their websites on HubSpot can configure chatflows directly. Externally hosted websites need the HubSpot tracking code, while WordPress users can install HubSpot's plugin.

The CRM connection is useful for businesses managing sales inquiries because agents can access existing contact information during conversations. HubSpot provides free live chat with HubSpot branding, although more advanced service capabilities depend on the selected subscription. Businesses using another CRM should assess whether adopting HubSpot's wider platform makes sense.

Website fit: Lead-generation and sales websites already using HubSpot CRM.

7 EngageLab LiveDesk — Best for Website Chat With Multiple Messaging Channels

EngageLab LiveDesk supports website live chat alongside WhatsApp, Telegram, LINE, Instagram, Facebook Messenger, and email in a shared inbox. Businesses can install the website widget using Bubble code or an iframe. Google Tag Manager is also supported.

LiveDesk includes conversation assignment and an AI Agent integration through GPTBots, which allow teams to manage automated responses with human support. Its Rule Agent supports automated workflows that route conversations to the appropriate team based on configured conditions. For websites with customer accounts, HMAC-based identity verification helps authenticate logged-in visitors and protect against identity spoofing. Support managers can also monitor response times and customer satisfaction through LiveDesk Insights, with reports available by channel or agent.

The Starter Plan lists $99/month for up to 30,000 conversations. The pricing page also describes unlimited support agents at the product level; confirm overage terms before committing.

Website fit: Growing businesses handling support through multiple communication channels.

Note: Pricing models vary across providers, with some charging per agent and others using conversation-based plans. Our live chat software pricing guide explains these differences and how they affect costs as your support volume grows.

Part 4: How to Add Live Chat to Your Website [Step by Step]

The process to add a live chat to a website starts with creating a chat channel and installing its widget on the site. After the widget is connected, businesses can customize its appearance and configure how customer conversations are assigned to support agents.

The following six steps explain how to add live chat to a website using EngageLab LiveDesk.

Step 1: Create a Website Channel in LiveDesk

Sign in to EngageLab and open a LiveDesk project. Go to Add Channel → Website to create a new website chat channel.

Enter the required information:

• Website Name: Enter a name to identify the website channel.

• Website Domain: Specify the website address, such as www.example.com.

• Title and Label Line: Set the chat window title and welcome message.

• Channel Greeting: Enable an automatic greeting if needed.

• Customer Service Agent: Select an agent to handle conversations.

Click Confirm to create the channel. LiveDesk then opens the channel configuration page.

The channel page that opens has six tabs: Integration, Settings, Widget Builder, Conversation Assignment, Human Agent, and AI Agent. Steps 2 to 5 use them.

Step 2: Copy the Website Chat Installation Code

Open the Integration tab and find the Messenger Script section. LiveDesk provides three installation methods:

• Bubble Code: Adds a floating chat bubble to the website.

• iframe Code: Embeds the chat window inside a designated area of the webpage.

• GTM Installation: Deploys the widget through Google Tag Manager.

Choose the method that fits the website and copy the generated code. The snippet contains the Website channel's unique token, which connects the widget to the correct LiveDesk project.

Step 3: Add the Code to the Website

For a standard Bubble Code installation, paste the generated script into the website's HTML, before the closing </body> tag. Save the changes and publish the updated website.

For Google Tag Manager, copy the code from the GTM Installation option. In Tag Manager, create a Custom HTML tag, paste the code, and set the trigger to All Pages. Check it in Preview mode, then submit and publish the container.

The installation location depends on the website platform:

These are code-based installation methods. LiveDesk's documentation does not specify dedicated plugins for these three platforms.

Step 4: Configure the Chat Widget and Working Hours

Return to the Website channel in LiveDesk and open Settings .

Enable the Pre-Chat Form if the business needs to collect visitor information before a conversation begins. Available fields include email and phone number. Names can also be collected, with individual fields marked as required when necessary.

Under Working Hours , configure the team's availability and time zone. An off-hours message can inform visitors when human support is unavailable.

Next, open Widget Builder to customize the chat bubble. LiveDesk allows changes to its color and position, while the welcome area has separate text settings. The preview panel displays the changes during configuration.

Step 5: Assign Conversations to Support Agents

Open Conversation Assignment to review how incoming website chats are distributed.

LiveDesk follows this assignment priority:

Rule Agent → AI Agent → Human Agent

When a conversation matches a configured routing rule, that rule takes priority. Otherwise, an enabled AI Agent can receive the conversation. If no AI Agent is configured, the conversation proceeds to human agent assignment.

Use the Human Agent tab to configure the agents responsible for website inquiries. LiveDesk supports workload-based assignment and even sequential distribution, depending on the channel configuration.

Step 6: Test the Live Chat Widget Before Launch

Open the website on a desktop browser and confirm that the chat bubble appears in the expected position. Start a test conversation and check whether it reaches the correct LiveDesk inbox.

Repeat the test on a mobile device and pay attention to the widget's visibility and usability.

Also check the configured pre-chat form and send a message outside business hours to confirm that the appropriate message appears. If conversation assignment rules are enabled, test a conversation that should match each rule.

After these checks are complete, the website chat can be made available to visitors.

Part 5: Set Up the Widget to Support Conversions Without Interrupting Visitors

A live chat widget should help visitors get answers that match the page they are viewing. Someone comparing plans needs different assistance from a customer troubleshooting a product.

EngageLab LiveDesk lets businesses configure conversation routing and customer information to make each interaction more relevant.

Configure the Widget for Different Website Pages

These greetings are just suggested copy to give you an idea. LiveDesk's Widget Builder lets businesses customize the welcome text, while Rule Agent flows can send different messages based on configured conditions.

Route Conversations to the Right Team

LiveDesk supports automated routing through its Rule Agent . Businesses can create a flow that starts when a conversation is created. It checks visitor or conversation information and assigns the chat to an appropriate team.

For page-based routing, the LiveDesk Widget SDK supports adding labels before a conversation starts. For example, a pricing page can apply the "pricing" label using "window.$livedesk.setLabel("pricing")" after the SDK is ready.

A Rule Agent flow can then use the following configuration:

Use labels such as checkout or docs for other page types. The Rule Agent flow editor also supports testing the routing sequence before activation.

Keep the Pre-Chat Form and Greetings Short

In Website Channel → Settings → Pre-Chat Form , LiveDesk supports predefined fields such as first name and email. Businesses can also include existing conversation attributes.

For lead collection, start with two or three fields:

• Name: Identify the visitor.

• Email: Allow the team to follow up.

• Inquiry type: Help categorize the conversation.

Only mark essential fields as required. A lengthy form can delay visitors who just want to ask a question.

As mentioned in the steps, LiveDesk also supports Business Hours settings, including the team's time zone and an off-hours message. A simple example is:

"Our support team is currently offline. Leave your question and email address, and we'll follow up during business hours."

If email conversation continuity is enabled, the corresponding Email channel must first be configured.

Identify Logged-In Customers Securely

For websites with customer accounts, the LiveDesk Widget SDK can associate conversations with a unique user ID and user information, including a name or email address.

LiveDesk recommends enabling HMAC authentication . The website's server generates a SHA-256 identifier_hash, which is passed to the widget to help prevent identity spoofing and maintain customer identity across browser sessions. The HMAC secret must remain on the server.

This allows support agents to work with verified customer information when handling account-related inquiries.

Test the Experience Before Launch

Open the website chat widget on each important page and start a test conversation. Confirm that the correct greeting appears and that the chat reaches the intended team. Check the off-hours message separately.

At the end, review outcomes that matter for each page. These include qualified inquiries from pricing or order questions handled at checkout. It can also include support issues resolved from documentation pages. These results help determine whether the widget's routing configuration supports the website's goals.

Part 6: Add an AI Agent Without Losing the Human Hand-off

AI live chat for a website can handle routine questions and provide assistance outside business hours. However, sensitive issues and complex inquiries still need human support.

EngageLab LiveDesk lets businesses combine AI responses with human agents and use routing rules to decide who handles each conversation.

When Should AI or a Human Answer?

These are recommended routing priorities that businesses can adapt to their support needs.

Configure AI and Human Hand-off in LiveDesk

LiveDesk integrates with GPTBots to provide AI Agent responses within the website chat widget. Its conversation assignment follows this priority:

Rule Agent → AI Agent → Human Agent

To set up live chat with chatbot support:

1. Connect GPTBots: Create an AI Agent in GPTBots. Generate API credentials under LiveDesk → Project Settings → API Management , complete authorization, and bind the agent to the Website channel.

2. Configure routing: Use Rule Agent conditions to send priority sales inquiries or sensitive issues directly to human agents.

3. Set hand-off rules: Define when the AI should escalate a conversation, such as when it cannot answer a question or the customer requests human assistance.

4. Test the workflow: Ensure receiving agents are assigned to the Website channel and verify that conversations transfer correctly.

LiveDesk displays an AI-Replying status during automated conversations. Human agents can intervene and switch the conversation to Open to stop AI responses. Previous messages remain available for context.

Track AI Hand-offs and Customer Questions

LiveDesk's Overview dashboard provides two important metrics:

• Hand-off count: Conversations transferred from AI to human agents.

• Hand-off rate: Conversations taken over by humans divided by total conversations.

Review these figures alongside customer feedback to understand whether the AI handles appropriate questions. A high hand-off rate may indicate topics requiring additional attention.

LiveDesk's Question Classification feature also labels incoming messages by issue type, which helps teams identify common customer questions through Customer Insights.

Part 7: Measure Whether Website Chat Is Working

When live chat is running, businesses need to measure how fast customers receive help and whether conversations lead to useful outcomes. Live chat analytics can reveal support problems, and website analytics helps connect chat interactions to business results.

Five Live Chat Metrics to Track

EngageLab LiveDesk provides an Insight Analysis dashboard with Conversations, CSAT, Agents, Labels, Channels, and Teams reports.

The LiveDesk Insights reports let businesses review service trends over selected periods. For example, increasing wait times may indicate insufficient agent coverage during busy hours. Comparing conversation labels can also reveal recurring problems with checkout or account access.

Note: CSAT needs context. A high satisfaction score based on very few survey responses may give an incomplete picture of customer experience.

Connect Website Chat to Conversions

Two kinds of live chat metrics tell you whether chat is paying off. Operational metrics show how well the chat runs, and LiveDesk reports those. A business metric shows whether chats lead to sales or sign-ups, and that one comes from tracking chat-assisted conversions, such as purchases or demo requests completed after a visitor interacts with chat.

This requires additional tracking through Google Analytics 4 (GA4) or a CRM. In GA4, businesses can record specific actions as key events and implement chat-interaction events to analyze whether visitors who use chat subsequently complete those actions.

So, review chat-assisted conversions alongside response times and CSAT to understand whether the widget supports customer service and business goals.

Part 8: Choose for Your Website, Then Configure for Your Pages

Scattered website and messaging conversations slow follow-up. However, EngageLab LiveDesk brings website, WhatsApp, Telegram, Instagram, LINE, Facebook and email messages into one customer-service desk, where routing rules prioritize the right team, AI handles routine questions, humans take over when needed, and Insights reports show response and satisfaction trends.

The process of choosing the right live chat software for your website starts with understanding what your visitors need and how your team handles inquiries.

Use this six-step approach:

1. Score your requirements based on your website type.

2. Shortlist two tools that meet your essential needs.

3. Install the widget using a code snippet or Google Tag Manager.

4. Configure page-based routing for sales and support inquiries.

5. Add AI assistance with a clear hand-off to human agents.

6. Review performance after 30 days , including response times and chat-assisted conversions.

EngageLab LiveDesk's free plan runs 30 days and includes 1,000 conversations and 100 built-in AI credits, enough time to test that sequence on real visitors. GPTBots AI Agent usage is separate.

See the LiveDesk Website Channel setup guide

Part 9: FAQs About Live Chat Software for Websites

Is there free live chat software for websites?

Yes. Free live chat for website options include tawk.to, Tidio, and Crisp. tawk.to provides free core live chat but charges to remove its branding. Tidio's free plan includes 50 billable conversations per month and up to 10 seats. Crisp offers unlimited conversations with two agent seats, although advanced automation requires a paid plan. Check each provider's feature restrictions before choosing.

How do I add live chat to my website without coding?

Most tools give you a snippet to paste, and that paste is the only code involved. Several offer ready-made installers. tawk.to has an official WordPress plugin, and Crisp lists integrations for platforms such as Shopify and WordPress. Tag Manager can publish a snippet without touching page files. LiveDesk offers a bubble snippet and an iframe option, plus Tag Manager deployment.

Does a live chat widget slow down my website?

A live chat widget can affect website speed because it loads additional JavaScript and other resources. The impact depends on the provider's implementation and how the widget is installed. Test the website before and after installation using Google PageSpeed Insights or Lighthouse. Check mobile performance carefully, especially on pages where loading speed matters, such as product and checkout pages.

What is the difference between live chat and a chatbot on a website?

Live chat connects visitors with human support agents, while a chatbot provides automated responses based on its configured rules or AI capabilities. A chatbot can handle routine questions, but complex inquiries may need human assistance. Some platforms, including EngageLab LiveDesk, support both approaches. Businesses can use AI for common questions and keep a human hand-off available when necessary.