How Web Chat Works on Your Website
Learn how the chat widget on your website captures leads and responds to visitors—with AI or form-based capture depending on your plan.
Your website includes a chat widget that captures leads 24/7. Depending on your plan, this is either an AI-powered conversational chat or a form-based lead capture—both designed to make sure you never miss an opportunity.
Two Types of Web Chat
AI Web Chat (Growth, Pro, Pro Plus, Platinum)
The AI chat responds instantly to visitor questions, qualifies leads, answers common questions, and can book appointments—all in natural conversation.
What it does:
- Responds in seconds, 24/7
- Answers questions about your services
- Captures contact information conversationally
- Books appointments (checks your real-time availability)
- Hands off to a human when needed
Form-Based Web Chat (Core)
The form-based chat captures visitor information and notifies you immediately. It’s not conversational, but it ensures you get the lead’s details so you can follow up quickly.
What it does:
- Displays a “Get in Touch” or “Request a Quote” form
- Captures name, phone, email, and message
- Sends you an instant notification
- Creates a contact record in your CRM
What Visitors Experience
AI Chat Flow (Growth+)
- Visitor clicks the chat icon
- AI greets them and asks how it can help
- Visitor types their question
- AI responds with helpful information
- AI asks for contact info if not already captured
- AI can book an appointment or transfer to human
- Conversation ends with clear next steps
Form Chat Flow (Core)
- Visitor clicks the chat icon
- Form appears asking for basic info
- Visitor fills out name, phone, email, message
- Confirmation message displays
- You receive instant notification
- Lead is added to your CRM
What You’ll See in Your Dashboard
Every chat interaction is logged:
- Visitor info – Name, phone, email (when captured)
- Conversation transcript – Full record of what was said
- Lead status – New, contacted, converted, etc.
- Source – Which page they chatted from
- Timestamp – When the conversation happened
How AI Chat Handles Common Scenarios
”What are your prices?”
AI responds with your pricing ranges or explains that pricing depends on the project, then offers to capture their info for a custom quote.
”Do you service my area?”
AI checks if their location is in your service area and responds accordingly.
”Can I schedule an appointment?”
AI checks your calendar availability and books directly if slots are open.
”I need to talk to someone”
AI offers to have someone call them back, captures their info, and notifies you immediately.
Taking Over a Conversation
At any point, you can jump into an AI conversation and take over. The visitor sees a seamless transition—they won’t know anything changed.
How to take over:
- Open the conversation in your dashboard
- Click “Take Over” or simply start typing
- AI stops responding; you continue the conversation
- When done, you can hand back to AI or close the chat
Notifications
Get notified instantly when:
- A new chat starts
- A lead is captured
- An appointment is booked
- AI needs human help
- A chat is waiting for response
Notifications come via:
- Dashboard alerts
- SMS (optional)
- Mobile app push notification
Customizing Your Chat
We customize the chat widget during setup:
- Colors – Match your brand
- Position – Bottom right, bottom left
- Greeting message – What visitors see first
- AI personality – Friendly, professional, casual
- Qualification questions – What info to gather
Frequently Asked Questions
Can I turn off the chat widget?
Yes, though we don’t recommend it. The chat captures leads you’d otherwise lose. If you prefer, we can make it less prominent.
What if I’m available to chat myself?
You can respond to chats in real-time from your dashboard or mobile app. AI handles things when you’re not available.
Will the AI ever say something wrong?
AI is trained on your business specifics. Occasionally it might not have an answer—in those cases, it gracefully captures the lead’s info and notifies you for follow-up.
Can visitors attach files or images?
Yes, visitors can send images through the chat. Useful for getting photos of a project or issue.
Need Help?
Questions about your web chat? Our support team is available 24/7:
- Email us at support@getamplifiedmkg.com
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