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Connect with customers using direct chat link

by Justyna Janowska

Whenever you interact with customers outside your website, whether through newsletters or social media posts, make sure it’s not a one-way relationship. Make yourself accessible by sharing a direct link to your chat.

The link lets your customers access your chat instantly if they have any questions or just want to get to know you and your business better. Remember that well-informed customers make for more confident buyers.

Where do I find my link?

The chat link is available in all plans. To get your unique chat link, log in to your control panel as an Admin or Owner and go to the direct link section.


Your chat link is ready to use. There’s no need to add the tracking code to your site, so feel free to copy and share it as it is.

Chat link for a specific group

If you have multiple departments, like sales and support, why not streamline your communication by creating group specific chat links? This way, you’ll be able to assign customers to the right department and improve their experience from the very start.

To generate the chat link for a specific group, go to the direct link section and select the desired group from the drop-down menu in the upper-right corner of the panel.


Anyone clicking this link will be connected directly to the particular group.

Starter plan users don’t have groups available, so you will need to upgrade to at least Team plan to be able to create chat links for groups.

Be strategic

Your website is not the only place where people can find you. Don’t overlook the opportunity to connect with them through all other channels you are using. Share the chat link on social media, add it to your mail signature and include in your newsletter campaigns to let customers contact you without always having to visit your website.

Below are some tips and ideas to improve your reach using the direct chat link.

    Get personal with your email marketing campaigns

    Add the direct chat link to newsletters to get closer to your audience and show that there’s a real person behind the product. Instead of just you talking, give customers a chance to share their feedback too. Such small additions can make a huge impact on your customers engagement.

    You can add different Custom Variables to your chat link in order to track conversion of each campaign.

    Add the chat link to your Gmail signature

    Bring all communication in one place by letting your customers start the chat directly from their mailboxes. Directing customers to the chat, you will cut down on response times and be more flexible with your replies clearing up any confusion instantly. On top of that, it will add personality to your emails and create a great customer-centric first impression.

    To add the direct chat link to your Gmail signature, go to Gmail settings and scroll down to the ‘Signature’ section. Next, click the chain-link icon in the toolbar above the signature input box.


    Enter a name for your link in the Text to Display field (for example: ‘hit me up on LiveChat’) and paste your direct chat link into the Web address field. Click the OK button to save your changes and close the Link dialog box.


    If happy with the result, scroll to the bottom and click Save changes. From now on, the link to your chat will be added to all emails you sent. Here’s how we do it:


    Tweet your chat link

    Share your chat link on Twitter to solve issues and answer customer questions right from there. Let your customers know about your chat and give them a way to contact you quickly and easily.

    By engaging your customers through the channel they already use, you not only create a great experience but also a way to solve their issues instantly. Twitter may not always work for customer support. Sometimes, it’s hard to cram answers to complicated issues in 140 characters. On other times, customers need to share their personal details and since Twitter is public, it’s not a good place for that. You should react to such moments by tweeting your chat link to take the case off the Twitter. The link will open the chat in a new window, offering your customers a seamless multi-channel experience.

Example of a short direct link to chat

Hopefully you have found this article helpful but if you have any additional questions, feel free to start a chat with us – we are available 24/7/365!

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