Web Chat

Web chat is often used interchangeably with live chat, though it specifically refers to the website-embedded channel rather than the broader category of real-time messaging. A web chat widget typically appears as a small icon in the corner of a webpage that expands into a full messaging interface when clicked. Modern web chat implementations include bot-first engagement (AI handles initial contact), smart routing (directing chats to the right department), persistent conversations (customers can close the browser and resume later), and rich media support (images, files, carousels).

Web chat is particularly valuable for e-commerce and SaaS businesses where customers need help during critical decision moments — product selection, checkout, or feature evaluation. The channel captures high-intent interactions that might otherwise result in page abandonment.