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Chatbot for a website with an operator in the same window
A visitor writes in a window on your website - the bot responds first according to the script, and when a person is needed, the operator continues in the same chat from “Conversations”. Contacts go to “Contacts” and CRM, and in the header you can see who will answer right now.
One line of codeAll settings - on any planFree - 30 conversations per month
What can chat do on a website?
Put in one line
Code from the “Insertion Code” block - before </body> in a general template: Tilda, WordPress, Bitrix or your own website. Then everything changes in the account - there is no need to update the code on the site. The site styles do not break the window; on the phone the chat opens in full screen.
Bot and operator in one window
The script answers first. The “Operator” block transfers the conversation to “Conversations”, and the person responds in the same chat - with text or a file, with the “typing” indicator. The operator answered - the bot becomes silent in this conversation.
Honest status in the header
“Line operator” - only while the employee has “Conversations” open or your helpdesk has notified you of a shift. The rest of the time - “A bot is answering now”, “Outside of working hours: we will answer tomorrow at 10:00” according to the schedule or honestly “offline”.
Contacts and requests in CRM
The form before the start of the conversation or the “Leave contacts” button in the chat header. Click the button to display a contact with the tag “widget lead”, a deal at the “New” stage in “CRM” and a letter to you.
Proactive messages
The chat itself offers help: after N seconds, when scrolling, inactivity or leaving the site - on the necessary pages and devices. If the visitor has already written to the chat or the chat is open, the rules are silent.
Files in both directions
The visitor attaches a screenshot, contract or layout up to 10 MB: JPG, PNG, GIF, WebP, PDF, Word, Excel, TXT, CSV or ZIP. The operator responds with a file from “Conversations”. In Telegram, MAX and VKontakte - text only.
How to add chat to a website
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1
Connect the widget
In the bot, open “Channels” → “Site Widget” → “Connect”. The key is created by itself, the settings are in the “Widget” section. For the second site there is also “Add site”.
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2
Customize the window
In the “Appearance” tab - title, name and avatar of the consultant, color, side of the button. Then “Greeting”, “Pre-chat”, “Status”, “Domains”, “Proactive messages” block and “Save settings”.
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3
Paste the code into the site
In the "Insertion Code" block, click "Copy" and paste the line before
</body>. Where is this field in Tilda, WordPress and Bitrix - in installation help. -
4
Turn on the script and answer
In “Scripts,” enable a script—for example, with the “Open widget” trigger. Answer from “Conversations”: while the section is open, the visitor sees “Line Operator”.
Who responds to the visitor and how does he find out about the answer?
The status in the chat header is calculated by the server CHBT, and not by the visitor’s browser: his time zone may be foreign. In the “Status” tab, select one of three modes.
| Mode | What the visitor sees |
|---|---|
| "Automatic" | “Line operator” while the employee has “Conversations” open. The section is closed, but the script is enabled - “The bot is now answering.” There is neither one nor the other - “offline” and an offer to leave contacts |
| "On schedule" | Working hours by day of the week in the selected time zone. During hours - “The bot is answering now, we work until 19:00”, outside of them - “Outside of working hours: we will answer tomorrow at 10:00” |
| “The bot responds 24 hours a day” | The bot is always in touch. If you set a schedule, the visitor sees at what time the operator will connect |
The connected operator interrupts any mode. The status is recalculated once a minute and immediately when the operator opens or closes “Conversations”. Texts can be replaced with your own - up to 160 characters, with substitutions {from}, {to} and {next}; The server will fill in the empty field itself.
If the visitor goes to another tab, he will notice the answer while the site page is open: the tab title flashes “(1) New message” and a signal sounds, and a counter grows on the collapsed chat button. The browser notification comes if the visitor has allowed it - the widget asks itself when a response is expected for more than six seconds. On phones, there is usually a flashing header left: on Android there are no browser notifications. The “Notifications in the visitor’s browser” switch turns off the blinking of the browser title and notifications, and the visitor turns off the sound himself with a button in the chat header.
- Dot in the header: green - operator, yellow - bot, gray - no one is answering.
- “We usually respond within 4 minutes” next to “Line operator” is the median of the operator’s first response in 7 days. There is no line as long as there are fewer than five such conversations or the median is more than 8 hours.
- The night shift is set after midnight, for example 22:00–02:00. The time zone is one of 18: from Kaliningrad to Kamchatka, Almaty, Tashkent, Minsk and others.
- When there is no one to answer, “Leave your contacts - we’ll answer as soon as we get back on line” appears under the feed.
- In addition to open “Dialogs”, your helpdesk can notify you about a change of operator - through API. Stopped reporting - the status goes out on its own.
Three ways to get contact
| Method | When he asks | What appears in the office |
|---|---|---|
| Pre-chat - “Ask for contacts before starting a conversation” | Before the first message: name, email and telephone, any field can be made mandatory. If none is selected - name and email | Contact in "Contacts" |
| “Leave contacts” button | When the visitor himself wants: in the chat header and in the tooltip when no one answers. Email or phone required, format checked | Contact with the tag “widget lead”, deal “Lead from site - name” at the “New” stage (one per contact) and a letter to the owner and admins of the bot |
| Block "Data collection" in the script | At the right moment in the conversation - for example, after answering a question. Checks the format and asks again | Contact field; the deal is added by the “Deal in CRM” action |
Pre-chat is suitable for warm traffic, where they write to the point: cold visitors are repelled by the pre-chat form. A letter about an lead arrives as long as “New leads from bots” are enabled in the notification settings - they are enabled by default. You can send a request to your system using the “HTTP request” action in the script. When chat beats form, and when both are needed - in the article chat or feedback form.
Proactive messages: when, where and how often
A rule is a condition and an action. There can be up to 20 of them in the “Proactive messages” block:
- When - immediately, after 1–600 seconds, when scrolling the page by 10–100%, during inactivity, or when leaving the site (on a computer only).
- Where - on all pages or at the address: “URL contains”, “URL starts with”, “URL equals”, several options via |. Up to 10 exceptions - for example, placing an order. “Devices”: all, desktop or mobile.
- Action — a bubble next to the chat button or immediately open a chat with a message: text of up to 500 characters and up to three quick replies.
- How often — once per visit, once every N days or every time. If the conditions of several rules match at the same time, the rule with the higher priority (0–100) is shown first.
Ready-made rules “Help in 20 seconds”, “Are you leaving? Leave a question" and "On the pricing page" are added with one button. Example for an online store: on the product page after 30 seconds - “Choose an option for your budget?”, when leaving the cart - “Do you have a question about delivery? We will answer here."
- No more than one impression per 30 seconds and no more than three per page load.
- The chat is open or the visitor has already written - the rules are silent. While the tab is hidden, the timer is running.
- The rules on the card are impressions, responses, and response rate over 90 days.
- The response to a proactive message comes to the operator along with the text of the rule - the context is visible.
- On sites where pages change without reloading, address changes are also tracked.
What website chat doesn't do
The limits are clear before you launch.
- It does not catch up with a visitor who has closed the site: the response is not sent to him by email or SMS, and browser notifications only work while the page is open. The answer waits in the chat window until you return to the same browser - a new conversation will begin on another device.
- Does not show the operator what page the visitor is currently on, and does not maintain a list of online visitors.
- There is no evaluation of the conversation by the visitor, A/B tests of the window and a separate counter for widget openings.
- In pre-chat - only name, email and phone number: there are no fields or a consent box for data processing.
- The consultant's avatar is specified only by a link to the picture - you cannot upload the file in your account.
- The script is always loaded from app.chbt.io: you cannot connect your own domain to the widget.
Available plans
Pre-chat, status and schedule, proactive messages, domains and files are available at any plan. On Free, one person answers - the owner, scripts are collected in the “Steps” mode, and after 30 conversations a month with those who have already written, the correspondence continues, but new visitors see a phrase about the limit in the window, and their messages are not saved: keep an eye on the “N out of 30” counter on the “Review” page of the bot. From Basic - as many operators as needed (roles - in the “Access” section) and the “Canvas” editor.
Works with
FAQ
How does this look for the operator if Telegram is also connected?
One “Conversations” list for all channels: the conversation has a channel label, a filter by channel and status, assignment to an operator and general quick replies. flows are also common for all channels; channels are connected in “Channels”. You can also answer from your phone: the office is installed as an application. The operator sends files only to the chat on the website.
What does the bot do while the operator is away?
Answers according to the script around the clock: greeting, buttons, collecting leads. In the header - “The bot is answering now”, and in the “Scheduled” mode outside business hours - when they will answer. You receive Web Push about a new dialog and about a dialog transferred to the operator (if it is enabled on the device; on iPhone - only in the app.chbt.io account added to the “Home” screen), a letter about the transfer - if “New conversations in the inbox” are enabled. There are no notifications in Telegram and MAX.
How to limit sites where the widget works?
In the “Domains” tab, list up to 50 addresses: example.com along with www, *.example.com for subdomains, localhost - only if added explicitly. Empty list - the widget works on any website. From someone else's site, the connection, file download and contact form are rejected. This is protection against embedding in the browser: it will not stop a request not from the browser.
Can I open the chat with my “Ask a question” button?
Yes: call chbt('open') on click. There are also close, toggle, mute and identify - the latter transmits the name, email and phone number of the authorized visitor, and the pre-chat form is no longer shown to him.
Do I need a consent box for data processing?
There is no checkbox in pre-chat. Add a statement of consent and a link to your policy in the widget's greeting or in the first message of the bot. The personal data operator here is you, CHBT processes data on your behalf - as stated in the privacy policy.
Can AI respond in chat?
Yes, from Basic. The AI agent responds in free text according to your knowledge base of up to 15,000 characters, and its “Didn’t understand” thread in the script can be directed to the operator. The AI seller shows up to three product cards in the window: photo, price, availability and the “Open product” button. The default answer for models is one loan, more expensive for powerful models: the model is selected in the agent and seller settings.
How much does a chatbot for a website cost?
Free - 1 bot, 30 conversations per month and the signature “Powered by CHBT” in the window. Basic - 650 ₽ per bot per month, without a conversation limit and without a signature; Business - 1290 ₽. There is no separate fee for the “site” channel and for the second widget.
Add chat to your website
Free plan without linking a card, the widget code is ready immediately after connection. The same script is answered in Telegram, MAX and VKontakte.