<div class="support-note primary">
<strong>Note:</strong> Live Chat is included in the <strong>LeadBooster add-on</strong> and can’t be purchased separately. </div>
<p style="text-align: justify">The <strong>Live Chat feature</strong> is part of your <a href="https://support.pipedrive.com/hc/en/articles/360001584177-LeadBooster" target="_blank" rel="noreferrer noopener">Chatbot playbook</a> flow and allows you to engage directly with your website visitors, personalize your lead qualification process and qualify them as you talk. <br></p>
<p>You can read more about our web chat features in <a href="https://www.pipedrive.com/en/features/web-chat" target="_blank" rel="noreferrer noopener">this page</a>.</p>
<figure><img class="vidyard-player-embed" src="https://play.vidyard.com/cfw8m65ZcaXV8zH55h5ULv.jpg" alt=""></figure>
<hr>
<h2 style="text-align: justify">
<a name="accessing-live-chat"></a>Accessing Live Chat </h2>
<p style="text-align: justify">You can add a <strong>Live Chat</strong> to your webpage by going to <strong>Leads &gt; <a href="/leads/leadbooster">Chatbot</a>,</strong> where you can:<br></p>
<ul><li>Add a new playbook and use the Live Chat template</li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%202.jpg" alt=""></figure>
<ul><li>Click on one of your existing playbooks and add a Live Chat card</li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%201.jpg" alt=""></figure>
<p>If you’re adding a Live Chat card to an existing playbook, click <strong>“Save”</strong> to confirm and you'll see the Live Chat as part of your playbook.</p>
<hr>
<h2 style="text-align: justify">
<a name="configuring-the-live-chat"></a>Configuring the Live Chat </h2>
<div class="support-note primary">
<strong>Note: </strong>This action is only available to users with deals admin <a href="https://support.pipedrive.com/article/global-user-management" target="_blank" rel="noreferrer noopener">permissions</a>.</div>
<p style="text-align: justify">Once you’ve added a Live Chat card or created a new Live Chat playbook, you can use the <strong>pencil </strong>icon to edit it or the <strong>trash </strong><strong>can </strong>icon to delete it.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%204.jpg" alt=""></figure>
<div class="support-note success primary"><strong>Note: </strong>If your Chatbot playbook isn’t embedded on a webpage, the status of your Live Chat card will be <strong>offline mode only.</strong><br></div>
<p>You have the following options for customizing your Live Chat card: </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%203.jpg" alt=""></figure>
<ul>
<li>
<strong>Online message – </strong>The message visitors see if there’s at least one user available to take the chat. </li>
<li>
<strong>Waiting time – </strong>The amount of time a visitor will wait for a Pipedrive user to pick up the chat. In this amount of time, a Pipedrive user must go into the <strong>unassigned</strong> folder, select the chat and click <strong>“Assign to me”</strong> for the chat to proceed.</li>
<li>
<strong>Offline message – </strong>The message visitors see if a user doesn’t pick up the chat within the waiting time.<br> </li>
</ul>
<p>Your offline and online messages can also have bolded or italicized text, embedded links, bullet lists or images included. </p>
<p style="text-align: justify"><strong>Offline mode </strong></p>
<div style="text-align: justify" class="support-note success primary"><strong>Note: </strong>You can read about how to set up capture cards for your qualified leads <a href="https://support.pipedrive.com/hc/en/articles/360001593917-How-can-I-edit-the-behavior-of-my-LeadBooster-chatbot-" target="_blank" rel="noreferrer noopener">in this article</a>.<br></div>
<p style="text-align: justify">If all users are offline, you can set up your offline flow to qualify or disqualify leads and create items in your Pipedrive account like <a href="https://support.pipedrive.com/hc/en/articles/207344415-Activities" target="_blank" rel="noreferrer noopener">activities</a>, <a href="https://support.pipedrive.com/hc/en/articles/360001998358-Leads-Inbox-" target="_blank" rel="noreferrer noopener">leads</a> or <a href="https://support.pipedrive.com/hc/en/articles/207344265-Deals-What-they-are-and-how-to-add-them" target="_blank" rel="noreferrer noopener">deals</a>.<br></p>
<p style="text-align: justify">Once a playbook is set to active and <a href="https://support.pipedrive.com/hc/en/articles/360001593937-How-can-I-host-or-embed-my-LeadBooster-playbook-" target="_blank" rel="noreferrer noopener">installed on your website</a>, you can see the chats from your webpage in the <strong>Live Chat</strong> section of the account. </p>
<hr>
<h2 style="text-align: justify">
<a name="managing-your-conversations"></a> Managing your conversations </h2>
<div class="support-note success primary"><strong>Note</strong><strong>:</strong> Users can’t see a chat assigned to a different user unless the chat is reassigned or closed. </div>
<p><strong>Adding new chats</strong></p>
<p style="text-align: justify">In the <a href="https://pipedrivesupport.pipedrive.com/leads/live-chat" target="_blank" rel="noreferrer noopener"><strong>Live Chat inbox</strong></a>, you must click the toggle in the bottom-left corner <strong>“online”</strong> to start receiving chats. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%206.jpg" alt=""></figure>
<p style="text-align: justify">When a website visitor goes through the Chatbot flow and triggers the <strong>Live Chat</strong>, a conversation is created and added to the <strong>unassigned</strong> folder of your Live Chat page. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%208.jpg" alt=""></figure>
<p style="text-align: justify"> </p>
<p style="text-align: justify">Click on the conversation and select <strong>“Assign to me” </strong>to take ownership of the chat and add it to <strong>my conversations</strong>.</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%207.jpg" alt=""></figure>
<p style="text-align: justify">The chat window will show if a lead or deal was created, along with a time stamp.</p>
<figure style="border:0px solid rgb(229,231,235);margin:0px auto 1em;padding:0px;clear:both;color:rgb(63,77,90);font-family:'system-ui';"><img src="https://kb-cms.pipedriveassets.com/live%20chat%2012.jpg" alt=""></figure>
<p style="text-align: justify">The visitor’s chat window will show the Pipedrive user has joined the chat, and the default name of your Chatbot will be updated to reflect the name of the assigned Pipedrive user. <br><strong><br>Reassigning chats</strong></p>
<p style="text-align: justify">To reassign a chat, use the drop-down in the top right corner and assign the chat to a new user, or <strong>“Unassigned” </strong>to remove ownership from the chat. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%209.jpg" alt=""></figure>
<hr>
<h2 style="text-align: justify">
<a name="collecting-user-information"></a> Collecting user information </h2>
<p style="text-align: justify">While you chat with your website visitors, you can collect their information and easily add it to the <strong>d</strong><strong>etails</strong> side panel. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%2011.jpg" alt=""></figure>
<p style="text-align: justify">You can add the following data using the Live Chat side panel: </p>
<ul><li>Deal value and expected close date</li><li>Person name, email and phone number</li><li>Organization name and address</li><li>Any custom note</li></ul>
<p style="text-align: justify">And you can create a <a href="https://support.pipedrive.com/hc/en/articles/360001998358-Leads-Inbox-" target="_blank" rel="noreferrer noopener">lead</a> or <a href="https://support.pipedrive.com/hc/en/articles/207344265-Deals-What-they-are-and-how-to-add-them" target="_blank" rel="noreferrer noopener">deal</a> by clicking on “<strong>Create lead</strong>” or <strong>“...” &gt; “Create deal</strong>.<strong>” </strong></p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%2010.jpg" alt=""></figure>
<div style="text-align: justify" class="support-note success primary"><strong>Note:</strong> Creating a lead or deal from a chat doesn't close the conversation automatically.</div>
<p style="text-align: justify"><strong>Closing conversations </strong></p>
<p style="text-align: justify">Once you’ve finished qualifying your visitor, you can close the conversation to end the chat. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%2014.jpg" alt=""></figure>
<p style="text-align: justify">Closed conversations can be viewed in the <strong>closed conversations </strong>folder, and each includes a timestamp of when the conversation was closed. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%2015.jpg" alt=""></figure>
<div class="support-note success primary"><strong>Note: </strong>Closed conversations can't be reopened. However, you can still add data to the right side panel and create leads and deals using the chat. <br></div>
<p style="text-align: justify"> </p>
<hr>
<h2 style="text-align: justify">
<a name="desktop-notifications"></a> Desktop notifications</h2>
<p style="text-align: justify">After configuring your <strong>Live Chat</strong>, you’ll be prompted to <strong>allow</strong> <strong>desktop notifications.</strong></p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%2016.jpg" alt=""></figure>
<p style="text-align: justify">You will get a notification when the following occurs: </p>
<ul>
<li>A new conversation is added to the unassigned folder </li><li>New conversation is assigned to you</li>
<li>New message from a conversation assigned to you</li>
</ul>
<div style="text-align: justify" class="support-note success primary"><strong>Note: </strong>You can make additional adjustments, or turn in-app notifications off, by going to <strong>Company Settings &gt; <a href="https://knowledgebasetest.pipedrive.net/settings/notifications" target="_blank" rel="noreferrer noopener">Notifications</a>.</strong></div>

Live Chat

accessing-live-chat

Accessing Live Chat

configuring-the-live-chat

Configuring the Live Chat

managing-your-conversations

Managing your conversations

collecting-user-information

Collecting user information

desktop-notifications

Desktop notifications

<p style="text-align: justify">If you aren’t receiving desktop notifications as expected when using the <a href="https://support.pipedrive.com/hc/en/articles/360008032277-Live-Chat-" target="_blank" rel="noreferrer noopener"><strong>Live Chat</strong></a> feature, here are some common causes and simple steps to fix it.</p>
<hr>
<h2 style="text-align: justify">Pipedrive issues<a name="pipedrive-issues"></a></h2>
<p style="text-align: justify">Here are some common issues in Pipedrive that can impact desktop notifications.</p>
<p style="text-align: justify"></p>
<table><tbody><tr><td><div style="text-align: justify"><strong>Situation</strong></div></td><td><div style="text-align: justify"><strong>Explanation</strong></div></td><td><div style="text-align: justify"><strong>Results</strong></div></td></tr><tr><td><div style="text-align: justify"><strong>You are set to online with a conversation open</strong></div></td><td><div style="text-align: justify">You have the Pipedrive web app open and are working directly in a <strong>Live Chat</strong> window</div></td><td><div style="text-align: justify">No desktop notifications will appear for that specific conversation</div></td></tr><tr><td><div style="text-align: justify"><strong>You are set to offline</strong></div></td><td><div style="text-align: justify">You are designated not to receive new messages from existing chats</div></td><td><div style="text-align: justify">No desktop notifications will appear for any conversation</div></td></tr><tr><td><div style="text-align: justify"><strong>You have desktop notifications off</strong></div></td><td><div style="text-align: justify">You haven't gone into your <a href="https://support.pipedrive.com/article/how-can-i-enable-or-disable-desktop-notifications" target="_blank" rel="noreferrer noopener">notification</a> settings and checked the box for desktop notifications</div></td><td><div style="text-align: justify">No desktop notifications will appear for any conversation</div></td></tr></tbody></table>

<p style="text-align: justify">If you've changed your settings and notifications are still not appearing, refresh your page and allow several minutes for the updates to save. </p>
<hr>
<h2 style="text-align: justify">
<a name="browser-settings"></a>Browser settings</h2>
<p style="text-align: justify">Here are some of the most common browser issues that can impact desktop notifications.</p>
<p style="text-align: justify"></p>
<p style="text-align: justify"></p>
<table><tbody><tr><td><div style="text-align: justify"><strong>Situation</strong></div></td><td><div style="text-align: justify"><strong>Explanation</strong></div></td><td><div style="text-align: justify"><strong>Solution</strong></div></td></tr><tr><td><div style="text-align: justify"><strong>Browser not running</strong></div></td><td><div style="text-align: justify">For most browsers, the browser application needs to run for a notification to appear.</div></td><td><div style="text-align: justify">Close and reopen the browser window, check developer tools for errors</div></td></tr><tr><td><div style="text-align: justify"><strong>The browser does not support notifications</strong></div></td><td><div style="text-align: justify">Some browsers may not support notifications.</div></td><td><div style="text-align: justify">We recommend using Google Chrome or Firefox, since both support desktop notifications</div></td></tr><tr><td><div style="text-align: justify"><strong>Notifications are disabled in the browser</strong></div></td><td><div style="text-align: justify">For some browsers to show desktop notifications, they must be enabled manually.</div></td><td><div style="text-align: justify">Check your browser settings to see if notifications need to be toggled on</div></td></tr></tbody></table>
<hr>
<h2 style="text-align: justify">Enabling desktop notifications<br><a name="enabling-desktop-notifications"></a></h2>
<p style="text-align: justify"><strong>For Macs</strong></p>
<p style="text-align: justify">Click the vertical <strong>“...” </strong>in the top right corner of your Chrome window, then go to <strong>Settings &gt; Privacy and Security &gt; Site settings &gt; Notifications</strong>. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%20ts%201.jpg" alt=""></figure>
<p style="text-align: justify">There you’ll see a few settings: </p>
<ul><li><strong>Default behavior – </strong>You can choose the default behavior for notifications in your browser. Select <strong>"Sites can ask to send notifications" </strong>if you want all web pages in Chrome to have this option.</li><li><strong>Not allowed to send notifications – </strong>Click <strong>“Add" </strong>to designate URLs that can’t send desktop notifications</li><li><strong>Allowed to send notifications – </strong>Click <strong>“Add" </strong>to designate URLs that can send desktop notifications</li></ul>
<p style="text-align: justify"><strong>For Windows</strong></p>
<p style="text-align: justify">Go to <strong>Settings &gt; System &gt; Notifications &amp; actions </strong>and toggle <strong>“Get notifications from apps and other senders</strong><strong>” </strong> on. </p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%20ts%202.jpg" alt=""></figure>
<p style="text-align: justify">Once that's on, you can scroll down and toggle specific web pages <strong>“on,” </strong>including Google Chrome.<br></p>
<hr>
<h2 style="text-align: justify">
<a name="do-not-disturb"></a>Do not disturb</h2>
<p style="text-align: justify">Most systems have a “<strong>Do not disturb</strong>” setting to prevent you from receiving desktop notifications when enabled. <br></p>
<p style="text-align: justify"><strong>For Macs</strong> </p>
<p style="text-align: justify">Go to <strong>System settings &gt; Focus</strong><strong> &gt; Do Not Disturb.</strong></p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%20ts%204.jpg" alt=""></figure>
<p style="text-align: justify"> </p>
<p style="text-align: justify">If you’ve set up a schedule and it’s toggled <strong>“on,”</strong> you won’t receive notifications during that set time, unless a specific person or app has been specified. </p>
<p style="text-align: justify"><strong>For Windows</strong> </p>
<p style="text-align: justify">Go to <strong>Settings &gt; System &gt; Focus assist.</strong></p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%20ts%205.jpg" alt=""></figure>
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<p style="text-align: justify">Under <strong>Automatic rules, </strong>you can check which circumstances are set for <strong>do not disturb</strong>, including certain time frames or apps being active. </p>
<hr>
<h2 style="text-align: justify">
<a name="reset-your-notifications"></a>Reset your notifications</h2>
<p style="text-align: justify">If you did not find the solution to your notifications issue above, you should reset your notifications. </p>
<p style="text-align: justify">First, go to your Chrome notification settings, click <strong>“Add” </strong>under <strong>Not allowed to send notifications </strong>and paste your Pipedrive URL ([yourdomain].pipedrive.com.)<br>
</p>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/live%20chat%20ts%206.jpg" alt=""></figure>

<div>After that, refresh your Pipedrive window, return to your notification settings and remove your domain from the blocked list. <br></div>
<div class="support-note success primary"><strong>Note: </strong>If the issues persist, please <a href="https://support.pipedrive.com/hc/en/articles/115005875565-How-can-I-contact-Pipedrive-Support-" target="_blank" rel="noreferrer noopener">contact our support team</a>.</div>

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