How to use chats in GetResponse?

This feature is in beta testing

Chat is a feature that allows you to connect with your audience in a completely new way. You can now talk directly to your contacts or landing page visitors without leaving GetResponse.

Chats are available either to your subscribers via a link to a chat page in an email, on your landing page visitors via a chat window, or through a direct link to the chat page.

Chat page view:

Chats page view.

Landing page view:

Landing page view.

We will show you contact and visitor information on the page where you can reply to your chat conversations.

For chats started from a landing page we will display the contacts as visitors.

Visitor information.

For chats coming from a link in a message we will show their subscriber information, such as their name, engagement score, list. By clicking on the arrow, you can open their contact page.

Contact information.

  • We keep the chat history for the contact or visitor as long as they don’t clear their browser cookies.
  • You will have a special page to manage your chats under Menu >> Chats.
  • All the changes made to the chat window and the chat page are displayed in real time.

How to set up chats?

When you first open the Chats page by going to Menu>>Chats, we will show you an onboarding explaining all the main features. Click Let’s go to proceed or Skip the tour. Afterwards, you will be redirected to the chats settings page directly.

Onboarding.

If you want to set up chats after the onboarding:

  1. Go to Menu>>Chats.
  2. Click on Settings.
  3. Click Edit next to Chat availability.
  4. Enable chats by clicking on Always available and then on Save settings.

Note: When you disable chats, the chat button will disappear from landing pages on which it was disabled and we will display a notification on the hosted chat page that the chats have been disabled. You can set up a message that will display on the chat page when the chats aren’t available.

While on the setting page, you can customise chat window looks.

Chat window settings.

To do that:

  1. Click Edit next to Chat window appearance.
  2. Change the welcome title. Invite people to chat with you. Use 20 characters or less.
  3. Adjust the welcome message. Add extra information to your welcome. Use 60 characters or less.
  4. Select your main chat color.
  5. Select the text color.
  6. Add your avatar. Show people who are talking to them. Add your photo or a company logo.
  7. Select the chat button. We’ll display the button on each landing page that has Chats enabled.
  8. Choose if you want to display the welcome title on the button. It helps you prompt your visitors to start a conversation.

Once ready, click Save settings.

For chats opened through a link in a message, we host it on a special page. Set up the page hosting your chat window.

Chat page settings.

To do that:

  1. Click Edit next to Page appearance.
  2. Provide a page title. Let people know where they’ve arrived. Use 30 characters or less.
  3. Add page description. Share additional details with your contacts. Use 80 characters or less.
  4. Select your background color.
  5. Select your text color.

You can also copy the direct link to your chat page in order to share it outside of GetResponse.

Once ready, click Save settings.

What you can also do is add the chat window to your own website.

Install chat on your webiste.

To do this:

  1. Click on Edit next to Install code on site.
  2. Copy the code visible in the first box.
  3. Click Close.
  4. Go to your website admin panel and install the code on your page by accessing the code and placing the script before the </body> tag on your website.
  5. Reload the page after installing the code.

Note: If you don’t have a website, you can use the link to your chat page on your blog, eBay listing, or any other page.

Another thing you can set up are notifications that will let you know when people want to talk.

Notification settings.
  1. Click Edit next to Notifications.
  2. Click Enable notifications to start receiving them in your browser. Notifications are enabled per browser, so if you want to receive them on a different device/browser, make sure to go to settings again and enable them.
  3. Confirm in your browser that you allow showing the notifications.
    Allow notifications.
  4. Select if you want to be notified when there’s a chat message.
  5. Select if you want to be notified when there’s a new chat request.

You also have the option to download the chat app to your mobile phone (Android or iOS).

Click Save settings to finish the setup.

How to enable chats on a landing page?

Chats on landing pages allow you to conduct conversations with the site visitors. All people visiting it will have the option to start a chat with you.

To enable the chat on landing pages:

  1. Go to Menu >> Lading pages.
  2. Hover over the action menu (vertical ellipsis).
  3. Select Edit settings.
  4. Scroll to the bottom till you see Chats.
  5. Click on Chats.
  6. Enable chats by using the switch.
    Enable chats on a landing page.

Note: You won’t be able to edit the chat icon or move it to a different position on the landing page editor.

How to add a chat link in a message?

You can direct people to the chat page with a simple link, hyperlinked image or a button on your message.

Chats in a message.

To do that:

  1. Go to the message editor.
  2. Add a button/hyperlink/image:

  • For a button, click on it and from the drop-down What is the link type? select Chat.
  • For a hyperlink, select your text and then click on the hyperlinking icon and select Chat from the dropdown and click Insert.
    Hyperlink.
  • For an image, click on it and in the menu click Add link. Select Chat from the dropdown and click Insert.
    Image link.

Now everyone who clicks on that link will be redirected to a special page which hosts your chat window. There they will be able to write their message to you.

How to manage chats?

In order to manage chats, proceed to Menu >> Chats.

You will have a page where you can manage chats and reply to your contacts or visitors.

Manage chats.

At the top, you can switch between active chats, closed chats and statistics, as well as access settings.

On the left side, we will display a search window and the chats you have running right now. We will show the person’s name or visitor number, the last message and how much time has passed since the last message.

In the middle, you will be able to see the visitor or contact name, where they came from, and the chat history. You have the option to mark a chat as closed. To reply, write your message at the bottom, you can also add emojis.

Note: marking a chat as closed will move it to the Closed chats tab, but the moment your contact replied, the chat will reopen automatically. You can download a transcript of a closed chat if you go to Closed chats, click on the chat, and then click the Download button.

Closed chat download.

On the right side, we will show detailed contact information or simple details of the visitor. You will be able to see the source of the contact, when the chat started, how long it’s been active and which platform they are using.

Where can I find chat statistics?

To find chat statistics:

  1. Go to Menu >> Chats.
  2. Click on the Statistics tab.

There you will see a breakdown of all the chats.

We will show you:

  • The total number of chats and how many were closed and the closed chat rate,
  • Chats source: Email, Landing page, or page chat (coming from the direct link to the chat page).
  • Chat participants: Contacts vs. Visitors.
  • Average number of messages,
  • Average first response time,
  • Average chat duration.

How can I use chats in the mobile app?

In order to use the chats in the mobile app, you have to download it first. To do that:

  1. Go to Menu>>Chats >> Settings.
  2. Click Edit next to Notifications.
  3. Click on the button representing your device system (iOS or Android).
Download app.

Then you will be prompted to download your app.

On the mobile app, you will have access to all the features of the chat page, so you can conduct chats, close them, check customer details or statistics as well as change settings.

Tutorial video