Frequently asked questions

Get to know more about Pure Chat's live chat

How do I get Pure Chat on my website?

This guide will show you how to add Pure Chat to your site by pasting in a custom javascript snippet or using our WordPress and Weebly plugins.

I've added Pure Chat to my site, but don't see the chat box. Why is that?

You may not see it because you’re looking at a version of your site that's not updated. Refresh the page to see if that fixes the issue. If it doesn’t, shoot us an email.

What is a chat box?

A chat box is the popup that appears in the corner of your website and allows you to connect with your website visitors instantly.

Does Pure Chat support other languages?

Yes and no. All of the text on the chat box can be translated into another language for your website visitors, but the Pure Chat operator dashboard is only available in English.

Do I need to stay logged in to be available for chats?

Yes, you need to have the web dashboard open (and set to available!) or be logged in on the mobile app. If no one is logged in, your chat box will be shown as an email form.

I love Pure Chat! How can I help promote it?

Let us know what you think of Pure Chat on social. We love getting your feedback on Facebook and Twitter!

Does Pure Chat work on mobile?

When a visitor accesses your site from a phone or tablet, they will see a mobile-optimized version of your chat box. Pure Chat also offers apps for iOS and Android so your team can respond to customers from anywhere.

What elements can I customize for my chat widget?

The short answer? Everything! Pure Chat has an awesome editor which allows businesses to customize the style and design of the chat box for mobile and desktop devices.

What is visitors, exactly?

Visitors provides real-time details for every single visitor who’s on your website, including: name (if you’ve added it to Pure Chat or collected it before the chat began), the current page each visitor is on, how frequently they’ve been to your website, and the referral source of their visit.

What is Pure Chat PRO?

It’s a comprehensive set of products that complement Pure Chat’s live chat software. Together, this suite of tools allows businesses to access real-time information about their website visitors and quickly scan historical chat and email details to connect with visitors in a more meaningful way. Here’s more information about PRO.

Can I add Pure Chat to my Etsy shop or other ecommerce site?

Hosted chat pages allow you to link to an independent chat page on sites that don't let you embed a chat box. Learn more about setting up a hosted chat page here.

How do I make changes to notifications/transcripts/missed chats?

It’s easy to adjust your email notifications right from the dashboard! Log in and choose Websites on the left side, then select Customize on the widget you wish to edit. To adjust where missed chat notifications are sent, select Email Form. To adjust where transcripts are sent select Transcripts.

How do I cancel?

We’re so sorry to see you go! Delete your account by logging into your dashboard at purechat.com. Go to https://app.purechat.com/settings/summary/cancel and choose the Cancel option.

Can I get a demo?

We don’t offer live demos at this time, but there’s a great introductory video here. When you're ready, feel welcome to try our Pro plan free for 30 days (no credit card required!) by heading to purechat.com and choosing Start your free trial!

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