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Set up a Live Chat channel

Last updated: 2026-05-28

Live Chat is a chat bubble you embed on your website. Visitors click it, type a message, and that conversation lands in the Dromlik agent console alongside calls and other channels. This page covers creating and configuring the live chat channel in the PBX.

Before you begin

If you want visitors to be able to call your agents straight from the widget, create a WebRTC trunk and a matching inbound route first — you'll need to select both during setup.

Create the channel

  1. 1

    Add a Live Chat channel

    Log in to the PBX web portal and go to Messaging → Message Channel. Click Add and select Live Chat.

  2. 2

    General → Basic

    • Name — a label so you can identify the channel.
    • Website Domain — the domain where the widget will run. For security, the widget only loads on this domain.
  3. 3

    General → Interaction Mode

    • Interaction Mode — Chat Only (messages only) or Phone and Chat (messages plus calls). Calls from the widget only work when your website is served over HTTPS.
    • Destination — where inbound messages go:
      • Extension — only that extension user receives the messages.
      • Message Queue — every agent in the queue sees new sessions, but only the agent who picks one up receives the follow-up messages in it.
      • Third-party message analytics platform (via API) — messages are forwarded automatically to an integrated platform. Requires the PBX API to be enabled; monitor event 30031 New Message Notification and use the Message API suite for interaction.
    • Enable WebRTC Inbound Call — turn on to allow calls from the widget, then pick the WebRTC trunk and its inbound route.
  4. 4

    General → Advanced

    • Maximum Concurrent Calls — default 5, maximum 10. Calls made through live chat (by agents or visitors) consume concurrent calls; once the limit is hit, no more can be placed.
    • Supported Message Types for Visitors — Text Only (text and emoji) or Text and Image (max 10 MB per image).
    • Close Session Automatically — tick this and set a Session Timeout to auto-close inactive sessions.
  5. 5

    Display & Appearance

    Customise the widget's colours, position, and the information shown when a visitor starts a chat or call. The right-hand panel previews your changes live.

    Under Agent Information Display, choosing Name or Name and Profile Photo shows the real agent's name and photo; otherwise the default agent name and photo are shown.

  6. 6

    Message

    • Language — sets the display language of the widget.
    • Pre-Chat — collect visitor details (name, email, topic) before the chat starts. Ask only for what you need; every extra field loses visitors.
    • Auto-reply messages (optional):
      • Online Greeting Message — sent when the widget is opened during business hours and the destination is a message queue, or an extension logged in with presence Available.
      • Offline Greeting Message — sent outside business hours or on holidays, or during business hours when the destination extension is logged out or set to Away / Business Trip / DND / Lunch Break / Off Work.
      • Auto-response to the First Message — replied automatically to a visitor's first message.
      • Chat Session Closed Message — sent when the session ends, manually or by timeout.

    Online and offline greetings depend on business hours, so make sure your business hours and holidays are configured correctly.

  7. 7

    Save

    Click Save.

Result

A pop-up window shows a generated code snippet and a live chat URL for the channel.

What to do next

  1. Copy the code snippet or the URL. You can also email the snippet and website domain to whoever manages your site — the system sends installation instructions using the default template at System → Email → Email Templates → Request to Add Live Chat to Website.
  2. Enable live chat in one of these ways:
    • Embed the snippet in your website, just before the closing </body> tag.
    • Add the live chat URL to emails.
    • Share the URL for direct access.
  3. Test it from a private/incognito window and confirm an agent receives the chat.