Engage With Visitors on Your Website Through Web Chat

Written by

Chris Cain VP of Product Development, Nutshell

Last updated on: May 18, 2026

Nutshell Chat with tagline "Engage with website visitors through chat"

When your website visitors have questions, it’s important to give them answers quickly to optimize their chances of becoming a lead and provide a good experience with your company.

Introducing Web chat, your gateway for connecting with website visitors in real time. With Chat, leads and customers can engage with your team directly from your website, chatting with your agents live so they can connect with the answers they need. And Nutshell’s automations make it easy to start sending visitors through your sales funnel and record every conversation for reference later.

Discover what you can do with Web chat!

What is Web Chat?

Web chat is a web-based messaging feature that lets website visitors connect with your team directly from your website through a chat widget. Because Chat is built right into Nutshell, you can manage messages, quickly create new leads and assign them to your sales pipelines, and sync the information you collect about the visitor to their page in Nutshell.

How does Web Chat work?

Web chat uses a chat widget embedded on your website to give website visitors the ability to start conversations with your team from any page. Here’s how it works:

Visitors start a chat with your company via the chat widget on your website
Nutshell assigns chats to your agents based on the rules you’ve set up
If your agents are online, visitors can have conversations in real time
If your agents are offline, visitors can leave a message through a Nutshell form for your team to review later
Your team can manage chats through the Nutshell Engagement inbox, including creating new leads from visitors who are interested in your products and services

How do I get started with Web Chat?

As part of Chat’s beta launch, all CRM customers can get started with free unlimited usage of Chat and it’s current features via the Engagement Suite Foundation plan! After the beta, we plan to add more features and levels of access to those features.

To enable specific Nutshell users as Chat agents, go to Settings > Users & teams and toggle on the Engagement license next to the team members who need access.

From there, you can customize your chat widget and intake form, set up visitor assignment rules and craft visitors’ experience flow when agents are offline. Then you’re ready to start engaging with visitors!

Support conversations right from your website with Web Chat

Want to start engaging with visitors and collecting leads directly from your website? Web Chat makes it easy to track conversations, generate leads, and manage relationships with website visitors, all without leaving your CRM.

Learn more in our Chat support article, or head to your Engagement inbox in Nutshell to get started.