Chat and scheduling are separate actions
Live Chat lets the visitor ask a question. Use the Web Appointments widget when the intended action is selecting a service and appointment.
Can someone message us from the website and have our team reply inside Nexus?
Turn website questions into conversations the office can answer
Yes. Create a Live Chat widget, configure its appearance and greeting, and install its snippet on your website. A visitor can provide contact details and send a question. The conversation appears in Nexus Live Chat, where staff can read the thread and reply.
Turn website questions into conversations the office can answer
Create the website chat widget
Open Live Chat Widget settings and create a widget for the site. Name it, set the allowed website domains, and save its configuration.
Set the visitor’s opening experience
Choose colors, logo, launcher position, welcome wording, and optional pre-chat fields. Decide which contact details the visitor should supply before starting the conversation.
Install the saved widget
Copy the installation snippet and add it to the intended website. Check the greeting and pre-chat flow using the saved settings and the approved domain.
Receive the visitor’s question in Nexus
When a visitor starts a conversation, Nexus saves the live-chat thread and its first message. Supplied name, email, and phone information stay with the conversation context.
Reply from the office workspace
Open Live Chat, select the conversation, read the message history, and send the reply. The website thread can fetch the saved response, allowing the conversation to continue while the visitor is there.
Capture contact details before the handoff
A pre-chat form gives staff context for responding. Starting a chat creates a conversation; it does not by itself prove that a new customer account or job has been created.
Before you get started
Questions about this workflow
Is this the same as texting the customer?
No. The widget conversation is a website live-chat thread. Nexus also has customer SMS conversations, but an SMS is a separate communication action.
Can I change the widget to match my website?
Yes. Settings include colors, logo, launcher alignment, greeting, and pre-chat configuration.
Does a website chat automatically become a job?
The chat creates a conversation record. Staff still need to confirm the request and use the booking or lead workflow when it should become work.
Walk through your work in Nexus
Bring an example of the work you manage today. We’ll demonstrate the steps, customer view, and setup relevant to your team.