Overview

Live Chat brings instant support interactions to your Productlane widget, helping to improve conversions and increase trust with your customers. We recommend activating Live Chat only if you can staff it and maintain very short response times.

Live Chat always takes precedence over the widget's feedback contact form. When Live Chat is on, the widget shows the chat interface instead of the contact form, even if your widget's default view is set to Feedback. This applies everywhere the feedback form would otherwise appear, including direct API submissions.

Set it up

1. Turn on Live Chat
   To set up the live chat, head over to Settings → Widget and activate it. The contact form on your widget automatically turns into a chat interface. We recommend sending the user's email through your widget snippet. Head over to the widget settings to find out how to set this up.

2. Set response time
   Set a maximum response time that helps manage expectations with your users.

3. Set office hours
   Choose your time zone and available office hours to manage expectations about when your customers will receive a response from you.

What visitors see in the widget header

The subtitle under your team's name in the widget header adapts to your office hours configuration:

• If you have not configured any office hours, the widget always shows your response time promise, for example "We usually respond in 24 hours".

• If you have configured office hours and the current time falls within them, the widget shows that your team is available now instead of the response time message.

• If you have configured office hours and the current time falls outside them, the widget shows when your team will be back (based on the visitor's local timezone) instead of the response time message.

This means the "We usually respond in X hours" message is only ever shown when no office hours are set, or as a fallback if Live Chat itself is turned off. It will not appear during your configured working hours.

Using Live Chat on mobile

There is no dedicated Productlane mobile app, but you can manage live chat conversations on the go in two ways:

• Mobile browser: Open productlane.com in your mobile browser and sign in. The site is accessible from mobile, so you can read and reply to live chat threads from your phone or tablet.

• Slack notifications: If you have the Slack integration enabled, you can receive live chat notifications in Slack and reply from the Slack mobile app. This is the recommended approach for staying responsive while away from your desk. See the Notifications article for setup details.