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Last updated: October 29, 2026
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What Is Live Chat? (2027) How It Works, What It Costs and Which Tools to Use
Live chat is a small messaging window on your website or app that lets visitors talk to your team in real time. Messages arrive in a shared inbox where agents reply, and many tools add chatbots and AI to answer common questions automatically. Small teams can start free with Crisp (2 seats) or Tidio (10 seats, 50 conversations a month).
- A chat widget on your site sends messages to a shared team inbox.
- Useful for pre-sales questions, support and order questions.
- Free plans: Crisp (2 seats), Tidio (10 seats, 50 conversations), Help Scout (5 users with its Beacon widget).
- AI add-ons: Intercom Fin $0.99 per outcome, Help Scout AI $0.75 per resolution, Tidio Lyro from $32.50/month.
- Only offer chat when someone can reply quickly, or set clear away hours.
How live chat works
You add a short code snippet or an app to your website. Visitors see a chat button; when they write, the message appears in your team's inbox or mobile app. Agents reply in real time, and the conversation is saved with the customer's details. When no one is available, the widget can collect an email and the reply arrives later.
When live chat helps
| Situation | How chat helps |
|---|---|
| Pre-sales questions | Answers doubts before visitors leave |
| Pricing and checkout pages | Removes last-minute blockers |
| Order and delivery questions | Fast answers for stores |
| Software onboarding | Help inside the product |
| Simple support | Quicker than email for short questions |
Live chat tools compared
| Tool | Free plan | Entry paid price | Pricing model | Best for |
|---|---|---|---|---|
| Crisp | 2 seats, 100 profiles | Mini $45/month for 4 seats | Per workspace | Small teams |
| Tidio | 10 seats, 50 conversations | Starter $24.17/month | Conversation volume | Small stores |
| Intercom | No | Essential $19/seat (annual) + $0.99/AI outcome | Per seat + outcome | SaaS, in-app |
| Help Scout | 5 users | Standard $25/user | Per user | Email plus chat |
| Zendesk | No | Suite Team $55/agent (annual) | Per agent | Omnichannel teams |
Start Crisp free → Free for 2 seats · Affiliate link
Live chat best practices
- Show chat on high-intent pages (pricing, checkout, contact).
- Set office hours and an honest away message.
- Reply within minutes during office hours.
- Use saved replies for common questions.
- Link help articles in answers.
- Collect an email so you can follow up if the visitor leaves.
- Review transcripts weekly for product and FAQ ideas.
Live chat, chatbots and AI
A chatbot follows rules: it greets visitors, asks a few questions and routes them. AI agents answer questions in natural language from your help content and charge per resolved conversation or by monthly volume. Use them for repetitive questions and hand complex ones to people.
Common mistakes
- Showing "online" when nobody is available.
- Pop-ups that open automatically on every page.
- No follow-up when visitors leave before you reply.
- Turning on AI without accurate help articles.
Terms explained
- Widget: the chat window on your site.
- Shared inbox: where the team sees all conversations.
- Chatbot: rule-based automated chat.
- AI agent: software that answers questions from your content.
- Proactive message: a message shown before the visitor writes.
Three real-world examples
A small online store
A store adds Tidio's free plan to its product and checkout pages. Two people answer questions about sizing and delivery during business hours, and the widget collects emails outside them.
A SaaS startup
A software company installs Intercom's Messenger inside its app so users can ask questions while they work. Fin answers common how-to questions, and the team handles the rest.
A local service business
A cleaning company uses Crisp's free plan on its quote page. Visitors ask about availability and prices, and the owner replies from the mobile app.
Live chat vs email vs phone
| Channel | Best for | Watch out for |
|---|---|---|
| Live chat | Quick questions while browsing | Needs fast replies during office hours |
| Detailed questions, attachments | Slower back-and-forth | |
| Phone | Complex or urgent issues | Expensive to staff |
Most small businesses combine chat and email in one shared inbox, so customers can switch channels without repeating themselves.
How to add live chat to your website
- Create an account with a chat tool such as Crisp or Tidio.
- Copy the widget code or install the app for your website builder or store.
- Set office hours, a greeting and an away message.
- Invite teammates and install the mobile app.
- Write saved replies for your most common questions.
- Choose the pages where the widget appears.
Measuring live chat
Track the number of chats, first response time, chats that lead to sales or sign-ups, and customer satisfaction after the conversation. If chat brings few useful conversations, limit it to high-intent pages.
Chat etiquette for small teams
Greet visitors by name if you know it, answer the question asked before suggesting anything else, and share links to help articles rather than long explanations. If you need time to check something, say so and give a time. At the end, ask whether anything else is needed and offer to follow up by email.
Live chat tools compared
| Tool | Entry price | Notes |
|---|---|---|
| Tidio | Starter $24.17/month (as listed) | Chat, AI and ecommerce features |
| Crisp | Mini $45/month per workspace (4 seats) | Flat price for small teams |
| Intercom | Essential $19/seat/month (annual) | AI agent priced per resolution |
| Zendesk | Support Team $19/agent/month (annual) | Chat inside a full help desk |
Check each vendor's pricing page before buying; plans and limits change.
Setting up live chat
Install the chat widget with a code snippet or a plugin for your website platform, set your office hours and an away message, and add a short pre-chat form that asks for an email so you can follow up. Write saved replies for common questions and connect the chat to your help desk so conversations become tickets when needed.
When live chat isn't worth it
If you can't staff the chat during your office hours, a chat that never answers frustrates visitors more than a contact form. In that case, use an email form or a chatbot that answers from your help center and hands over to email.
Measuring live chat
Track response time, chat satisfaction and how many chats lead to a purchase or a solved problem.
Our verdict
Live chat helps when someone replies quickly and the widget appears where visitors have questions. Start free with Crisp or Tidio, add saved replies and a help center, and consider AI only once your articles are ready.
How we compiled this guide
Tool prices come from official pricing pages checked October 29 to 30, 2026. See also Crisp vs Intercom and Tidio pricing.
FAQ
What is live chat?
A website or app messaging window that connects visitors with your team in real time.
Is live chat free?
Crisp, Tidio and Help Scout have free plans.
Does live chat increase sales?
It can, especially on pricing and checkout pages when replies are fast; measure it on your site.
What is the difference between live chat and a chatbot?
Live chat connects visitors with people; a chatbot answers automatically.
Do I need someone online all the time?
No. Set office hours and collect emails outside them.
Which live chat tool is best for small businesses?
Crisp for flat pricing; Tidio for small stores.
Can live chat work without staff online?
Yes. Use chatbots, AI answers and email capture outside office hours, and reply later.
Does live chat slow down my website?
Widgets add some code; most load asynchronously, but check your page speed after installing.
Is live chat good for B2B?
Yes, especially on pricing and demo pages, where prospects have specific questions.
How fast should I reply in live chat?
Within a few minutes during office hours; set expectations outside them.
Is live chat the same as a chatbot?
No; live chat connects visitors with people, while a chatbot answers automatically. Many tools combine both.
Do I need live chat on every page?
Not always; pricing, checkout and help pages are where visitors most often have questions.
Sources
Official pricing pages of Crisp, Intercom, Help Scout and Zendesk, checked October 29, 2026; Tidio, checked October 30, 2026.