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How to Set Up and Manage Live Chat in Connect

Enable Real-Time Communication for Visitors and Church Members

 

The Live Chat tool in Connect allows your church to interact with website visitors in real time, answer questions, offer prayer, and provide support. You can customize chat settings, set working hours, and automate responses to ensure a seamless experience for both your team and visitors.

1. Enabling and Customizing Live Chat

Step 1: Accessing Live Chat Settings

  1. Log in to your Connect Dashboard.
  2. Navigate to Customize Tools.
  3. Locate Live Chat and click the down arrow to expand its settings.

Step 2: Configuring Chat Display Settings

  • Tool Title – Customize the name of the chat feature (e.g., Live Chat & Prayer).
  • Panel Title – This appears at the top of the chat panel (e.g., Connect with Our Team).
  • Introduction Text – This greeting appears when visitors open chat (e.g., "Fill out the form to start a live chat with our team.").

Step 3: Adding an Introductory Image or Video

You can enhance engagement by adding media content at the top of the chat panel.

  • Click "Add Media" to upload an image or embed a welcome video from YouTube/Vimeo.
  • This is a great way to make the chat more inviting and personal.

Step 4: Setting Chat Availability (Working Hours)

  • Choose when Live Chat is available:
    ✅ During Working Hours Only (Recommended) – Chat will only be visible when a team member is available.
    ✅ Always Available – Chat remains active 24/7.
  • Click "Edit Hours of Operation" to set the times when chat should be available.
    • Adjust availability by day.
    • Set time zones to match your location.
    • Click "Save" to apply changes.

💡 Tip: If chat is unavailable outside working hours, visitors will be directed to a contact form instead.

2. Customizing the Chat Experience

Step 5: Configuring the Pre-Chat Form

Before a visitor can start chatting, you can require them to provide basic details.

  • Default fields include First Name and Last Name.
  • Click "Add Field" to include additional fields such as:
    ✅ Email Address (Recommended for follow-ups).
    ✅ Phone Number (For callback requests).
    ✅ Prayer Request (For churches using chat for ministry support).

💡 Tip: Mark fields as Required to ensure important information is collected.

Step 6: Setting Up Automated Messages

  • Initial Chat Message: Customize the first response sent to visitors (e.g., "Thanks for reaching out! A ministry team member will be with you momentarily.").
  • Missed Chat Message: If a visitor’s message is unanswered, an automated response can be sent (e.g., "We’re sorry we missed you! Please leave your contact details, and we’ll follow up soon.").
  • Missed Chat Timeout: Set the wait time (in minutes) before a message is marked as “missed.”

💡 Tip: Adding a follow-up form to the missed chat message allows visitors to request a callback or email response.

3. Managing Live Chat Notifications and Responses

Step 7: Setting Up Notification and Response Times

  • Missed Chat Handling – If no response is received within a set timeframe (e.g., 5 minutes), the chat is marked as "missed."
  • Auto-Close Timeout – If a chat remains inactive for 30 minutes, it will automatically close.

Step 8: Assigning Team Members to Live Chat

  • Go to Manage Users and assign specific team members to respond to chat inquiries.
  • You can create different teams (e.g., Prayer Team, Welcome Team, Leadership Team) to handle various chat topics.

4. Testing and Launching Live Chat

Step 9: Saving and Previewing Changes

  • Click "Save" to apply all updates.
  • Open your church website and click on the Live Chat tool to verify that the settings are correct.

Step 10: Engaging with Visitors in Real Time

  • When a visitor initiates a chat, team members assigned to chat will receive a notification.
  • Chats can be answered directly from the Connect Dashboard.
  • If no one is available, visitors will be prompted to leave a message.

5. Adjusting Live Chat Availability & Settings Later

If you need to change chat availability or update settings, you can always:

  1. Navigate to Customize Tools > Live Chat.
  2. Click "Edit Working Hours" to adjust availability.
  3. Modify text prompts, chat handling settings, or team assignments.

6. Best Practices for Live Chat

✅ Use personalized responses – Make visitors feel welcome with warm, engaging messages.
✅ Monitor missed chats regularly – Ensure that unanswered messages receive follow-ups.
✅ Use Live Chat for Prayer Requests – Offer real-time ministry support for those in need.
✅ Train your team – Ensure team members are comfortable responding to inquiries quickly and professionally.

Next Steps

Now that you’ve set up Live Chat, explore other tools in Connect to enhance engagement. Need help? Contact support@ministrydesigns.org or visit ministrydesigns.com.