Choose pages where conversation helps
Start on pages with genuine pre-purchase questions, such as service scope or product compatibility. Avoid automatically opening a large chat window over the information visitors are trying to read. Review mobile placement so the widget does not cover navigation, consent choices or the primary checkout button.
Publish honest availability
If nobody is available, offer a message form and state response hours. An indicator that implies immediate human support creates frustration when messages sit unanswered. Define how breaks, holidays and shift changes affect availability, and test the offline experience separately from the staffed experience.
Collect context without an interrogation
Include the relevant page and the visitor’s question in the agent view where the integration supports it. Ask for an email or another contact route only when needed to continue the conversation. Avoid demanding a phone number before answering a simple product question that requires no follow-up.
Separate bot answers from agent ownership
Use approved automatic answers for predictable questions and make the human route clear. Once an agent accepts the case, pause competing automated replies. Test a visitor who changes language or raises a second issue. The next person should receive enough context to avoid making the visitor repeat everything.
Check the actual widget integration
MaviBot publishes a website live chat product page. Evaluate its installation, routing and history against your own pages. Test keyboard access, small screens, loading behaviour and your content security policy. Confirm what happens if the chat provider is temporarily unavailable; the rest of the website should remain usable.
Use workload and resolution metrics
Track first human response, unresolved conversations and repeat contacts about the same issue. Review whether the widget resolves questions or merely moves work from email to chat. If demand exceeds staffing, narrow the supported scope or improve self-service content before advertising constant availability.
Questions and answers
Is a chatbot the same as live chat?
No. A chatbot automates replies; live chat connects people with staff. A combined flow needs explicit ownership and handoff.
Should chat open automatically on every page?
Usually start with a unobtrusive launcher and test carefully. Interrupting reading can make the experience worse.