Web Chat in Your CRM: Engage and Convert Visitors Into Leads
Keep visitors engaged with quick answers to their questions
CRM with live chat, built in—and free with your subscription
Engage visitors instantly and every chat automatically logs to the right contact and deal in your CRM.
- Auto-create contacts and leads from new conversations
- Route visitors to the right rep with round-robin, specific-user, or queue assignment
- Keep conversations moving without switching tabs or tools
Meet visitors where they are without leaving your CRM
Add Nutshell Chat to your site with a single tracking snippet, and your team can respond to visitors directly from inside Nutshell.
Every conversation is automatically linked to a contact record, so your team has the full picture right there in front of them—no switching tabs, no missing context.
Make it yours with colors, icons, and forms that fit your brand
Customize your chat widget’s look and the questions it asks so every visitor interaction feels like a natural extension of your website.
You can also set custom greetings and availability messages, so visitors always get a helpful response even when your team is offline. First impressions matter—make sure yours is on brand.
Qualify leads through conversation, not forms
When no rep is available, Nutshell Chat collects visitor info one question at a time—and stores it automatically on their contact record so your team picks up right where the conversation left off.
- Works whether your team is online or offline
- No manual data entry—every answer syncs to the CRM instantly
- Feels like a human conversation without pretending to be one
Measure performance and keep improving
Nutshell’s Chatbot Report helps you understand what visitors are asking, so you can tailor your site content to their needs.
- Know which questions your chatbot fields most
- See which pages and nudges start the most chats
- View chat history to identify areas for optimization
Live web chat for business FAQs
1. What is business web chat software?
Business web chat software is a widget tool installed on your website that typically displays as a pop-up in the corner of each page. It allows website visitors to communicate with your business while on your website for quick feedback, and it answers questions they may have about your product or service.
2. Why should I offer a live one-on-one chat option through my website?
Adding a live one-on-one chat tool like Web chat to your website comes with several benefits, including:
The ability to address prospect questions and concerns promptly can increase your conversion and sales opportunities.
It’s a great way to elevate your website visitor’s experience with your brand, typically improving overall customer satisfaction.
Live web chat offers an affordable way to provide efficient customer support, saving your business time and money.
You can use chat transcripts to spot audience trends and improve your sales and marketing efforts.
3. What features should I look for in a CRM with real-time website messaging for businesses?
Your CRM solution should provide the tools you need to achieve your business goals. While no two businesses are the same, there are at least a few core CRM features every business should prioritize.
Search for a solution with these essential features when investing in a CRM system:
Sales automation : Ensure your CRM can automate non-selling tasks, giving your team more time to focus on relationship-building activities.
Pipeline management : Your CRM should let you create pipelines that complement your sales or workflow processes and provide comprehensive pipeline management tools, including various ways to view leads.
Reporting and analytics : The CRM should include advanced reporting and analytics tools to track team and campaign performance easily.
Email automation : Make sure your CRM comes with the tools needed to create custom personal email sequences and track email success.
Artificial intelligence : Look for a CRM with cutting-edge AI features, like contact timeline summarization, Zoom call transcription summarization, voice-to-text notetaking, email writing assistance, data enrichment, and more.
4. How difficult is it to add Nutshell Chat to my website?
It’s simple. Copy a code snippet from your Nutshell account and paste it into your website—no developer needed. The chat widget works with any website platform and goes live in minutes. You can customize colors, messages, and settings right from your Nutshell dashboard.
5. Does Nutshell Chat cost extra, or is it included with my CRM?
Nutshell Chat is included free with every Nutshell Sales subscription as part of the Engagement Foundation plan. You get unlimited web chat and AI chatbot usage at no additional cost. If you want to add SMS messaging, you can upgrade to Engagement Pro for $16 per user per month.
6. What happens to chat conversations after they end?
Every chat conversation is automatically saved to your CRM. Transcripts appear on the contact’s timeline, so your team can see the full conversation history and follow up effectively. You can also create leads directly from chats, connecting visitor details to your sales pipeline without manual data entry.