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How to Install Live Chat on Your Website

By Angus Smith, Founder & Marketing Director · · 5 min read

In today’s fast-paced digital economy, Australian consumers value immediacy above almost everything else. Installing live chat on your website allows you to greet visitors in real-time, answer questions before they become hurdles, and significantly increase your conversion rates by providing a human touch to your digital storefront.

Whether you are a local plumber in Brisbane or a national e-commerce retailer, live chat bridges the gap between 'just browsing' and 'ready to buy'. This guide will walk you through the process of choosing a platform and getting it live on your site.

Prerequisites

Before you begin, ensure you have the following ready:

  • Website Admin Access: You’ll need login details for your CMS (WordPress, Shopify, Squarespace, etc.).
  • A Business Email: To register your chat account.
  • Brand Assets: A high-resolution version of your logo and a professional headshot of yourself or your team members.
  • Operating Hours: A clear idea of when you will be 'online' to answer queries.

Step 1: Choose Your Live Chat Provider

There are dozens of providers available. For Australian small businesses, we recommend platforms like Tidio, HubSpot, or Intercom. These offer great free tiers and mobile apps so you can respond while out on a job.

  • Screenshot Description: You should see a pricing or signup page with options for 'Free', 'Starter', or 'Professional' tiers. Look for features like 'Mobile App' and 'Offline Messages'.*

Step 2: Create Your Account

Sign up using your business email. During the setup wizard, most platforms will ask for your website URL and your industry. This helps the software suggest relevant 'chat triggers' later on.

Step 3: Customise the Chat Widget Appearance

You want the chat bubble to look like a natural part of your website, not an annoying pop-up.

  1. Colour Palette: Use your brand’s primary hex code (e.g., #0056b3) for the header.
  2. Position: Usually, the bottom-right corner is the standard expectation for users.
  3. Language: Ensure the default language is set to English (UK/AU) to avoid Americanised spelling (like 'Color' or 'Center').

Step 4: Set Up Your Operator Profile

Trust is everything. Instead of using a generic 'Support' icon, upload a real photo of a team member.

  • Display Name: Use a first name (e.g., "Sarah from Local Marketing Group").
  • Job Title: Keep it friendly, like "Customer Success" or "Service Specialist".

Step 5: Configure Your 'Offline' Behaviour

You can't be online 24/7. Configure the widget to show an 'Offline Message Form' when you aren't available.

  • Pro Tip: Set expectations. Use a message like: "G'day! We're currently out of the office. Leave your details and we’ll get back to you within 2 business hours."

Step 6: Generate the Installation Code

Once you've styled the widget, the platform will provide a snippet of JavaScript code. It usually looks like a long string of text starting with <script>. Copy this code to your clipboard.

Step 7: Install on Your Website (WordPress Method)

If you use WordPress, the easiest way is to use a plugin like 'Insert Headers and Footers'.

  1. Go to Plugins > Add New and search for 'Insert Headers and Footers'.
  2. Install and Activate.
  3. Go to Settings > Insert Headers and Footers.
  4. Paste your chat code into the Scripts in Footer box.
  5. Click Save.
  • Screenshot Description: You will see a large white text box labelled 'Scripts in Footer'. Your code should be pasted here, appearing as blue and red highlighted text.*

Step 8: Install on Your Website (Shopify Method)

  1. Log in to your Shopify Admin.
  2. Go to Online Store > Themes.
  3. Click Actions > Edit Code.
  4. Find the theme.liquid file.
  5. Scroll to the bottom and paste the code just before the closing </body> tag.
  6. Hit Save.

Step 9: Verify the Installation

Open your website in an 'Incognito' or 'Private' browser window. Look at the bottom right corner. The chat bubble should appear within a few seconds. If it doesn't, refresh the cache on your website.

Step 10: Set Up Mobile Notifications

Download the provider’s app on your iPhone or Android. This is crucial for Australian business owners who are often on the move. Enable 'Push Notifications' so you hear a 'ping' whenever a lead lands on your site.

Step 11: Create Your First 'Automated Greeting'

Set a trigger so that after a user has been on your page for 20 seconds, the chat bubble expands with a message: "Hi there! Let me know if you have any questions about our services." This increases engagement by up to 30%.

Step 12: Compliance and Privacy (The Australian Context)

Under the Australian Privacy Act, if you are collecting personal information (names/emails), you must ensure your Privacy Policy covers how this data is stored. Update your website's Privacy Policy page to mention that you use a third-party chat provider.

Pro Tips for Success

  • Don't be a Ghost: If you show as 'Online', you must respond within 60 seconds. If you can't, set your status to 'Away'.
  • Use Canned Responses: Create shortcuts for common questions like "What are your opening hours?" or "Do you service the Gold Coast?". Typing /hours is much faster than re-typing the same info ten times a day.
  • Avoid Over-automation: Don't let a bot handle everything. People use live chat because they want to talk to a human, not a computer.

Common Mistakes to Avoid

  • Covering Content: Ensure the chat bubble doesn't cover important 'Buy Now' buttons or your phone number on mobile devices.
  • No Headshot: Using a generic 'headset' stock photo looks untrustworthy. Use a real photo of your Brisbane-based team.
  • Ignoring the Data: Most chat tools show you which page the user is on. If they are on your 'Pricing' page, your approach should be different than if they are on a blog post.

Troubleshooting

  • The widget isn't showing up: Check if you have a caching plugin (like WP Rocket). Clear your site cache and check again.
  • Notifications aren't working: Ensure your phone's 'Do Not Disturb' mode is off and that you have 'Background App Refresh' enabled for the chat app.
  • Slow Site Speed: Some chat scripts can slow down your site. If your site feels sluggish, use a 'Lazy Load' setting within the chat provider's dashboard if available.

Next Steps

Now that your live chat is active, the next step is to integrate it with your CRM so every chat lead is automatically saved. If you need help optimising your chat triggers or integrating your sales workflow, the team at Local Marketing Group is here to help.

If your site needs the work rather than the advice, here's how we build and look after websites.

Or ring us on 0489 946 704 and talk to Angus.