What is the Live Chat?
The Live Chat in Superchat is a channel that lets you chat with visitors directly on your website in real time.
The key difference:
Live Chat refers to the channel (where website visitors send messages).
Web Widget refers to the widget (the chat bubble and window on your website that bundles Live Chat and, optionally, other channels like WhatsApp or Instagram).
Live Chat only becomes active once it’s connected to a Web Widget. Since a Web Widget can combine multiple channels, Live Chat is designed to be flexible and seamlessly integrated into your website’s chat experience.
Create and manage the Live Chat channel
You can set up and manage Live Chat from your inbox settings.
Create a Live Chat channel
1. Go to Settings → Inboxes.
2. Open the inbox where you want to add a Live Chat channel.
3. Click Add channel and select Live Chat.
4. Configure the settings (internal name, display name, profile picture, etc.).
5. Connect the Live Chat to a Web Widget (required to make it visible on your website). You can either create a new Web Widget or add it to an existing one.
6. Read this article to learn how to create a Web Widget.
Manage an existing Live Chat channel
1. Go to Settings → Inboxes.
2. Select the inbox where your Live Chat channel is located.
3. Click on the respective Live Chat channel to open its settings.
4. From here, you can:
Update the channel details (name, display name, profile picture, etc.).
See which Web Widgets it is currently connected to and adjust the connection if needed.
Live Chat Settings
Inside each Live Chat channel, you can configure:
Internal name: Used only internally in Superchat
(e.g., to recognise the channel in your settings).
Profile picture (optional): Upload a logo or profile picture.
This image is shown in the top-right corner of the Live Chat.Display name: The name shown to customers in the top-left corner of the Live Chat.
Read confirmation: Choose whether to show read receipts. If turned on, both you and the customer can see when a message has been read.
Web Tracking: (optional, only available from Advanced plan onwards)
if web tracking is enabled, you will see the following information about your web visitors with each message they send:In the chat timeline, you see the URL the customer messaged from.
In the contact sidebar within the unified inbox, you’ll also see metadata such as:
User-Agent
Browser width & height
Screen resolution
Browser language
Time zone
To stay compliant with data protection regulations, we also provide a template text you can add to your privacy policy. It explains how data is collected and processed when using Live Chat with Web Tracking enabled.
We recommend to add this template text (or your own adapted version) to your company’s privacy policy and to enable the Privacy Banner so visitors see a clear link to your policy directly in the chat.
Privacy banner (optional): You can show a banner below the chat window with a clickable link to your privacy policy. Visitors can open the policy directly. The banner disappears automatically once the user sends their first message (or they can dismiss it manually).
If your privacy policy is available in multiple languages, you can localise the banner based on the customer’s browser language. A fallback language can be set in case the customer’s language isn’t supported. If your privacy policy is only available in one language, localisation is not necessary.
FAQ
When I change something in the Live Chat settings, is it updated automatically?
When I change something in the Live Chat settings, is it updated automatically?
When I change something in the Live Chat settings, is it updated automatically?
Yes. Any change you make in the Live Chat settings (e.g., display name, profile picture, privacy banner) is applied automatically and immediately. There’s no need to re-install or re-connect your Live Chat.
Why do contacts from Live Chat sometimes have random names like “Incognito-Brown Bear”?
Why do contacts from Live Chat sometimes have random names like “Incognito-Brown Bear”?
When someone writes to you through Live Chat on your website, Superchat doesn’t know who they are unless they provide their name. To make it easier for you to recognize and reply, we automatically assign a random placeholder name (like “Incognito-Brown Bear”).
At the moment, Superchat does not support automatic visitor identification. This would only matter for businesses that want to use Superchat inside their own app or web app with login — where the system already knows who the user is. For normal website visitors, there’s no way to identify them automatically.
Workaround: You can use the Superchat Automation feature to ask visitors for their name before they can proceed with the conversation. This way, you collect the name upfront instead of relying on placeholder names.
Can I use multiple Live Chat channels at once?
Can I use multiple Live Chat channels at once?
Yes. You can add none, one, or multiple Live Chat channels to an inbox, and connect them to none, one, or multiple Web Widgets. This makes the setup very flexible.
Is Web Tracking included in all plans?
Is Web Tracking included in all plans?
No. Web Tracking is available from the Advanced plan onwards.