With Nimble’s new Web Chat feature, you can connect with website visitors at the right moment and seamlessly manage conversations with leads or customers directly in Nimble CRM.
Table of Contents:
What Is the Nimble Web Chat Feature?
Nimble Web Chat helps you capture and manage leads directly from your website. Incoming messages appear instantly in your chat inbox, so you can respond in real time, track open conversations, and follow up with full context.
This allows you to manage conversations efficiently and keep all communication organized in one place.
For the detailed instructions on integrating web chat with your website see our support guide: Adding Nimble Web Chat to Your Website
How to Set Up and Customize Web Chat
Creating Web Chats with Nimble is easy - just head to the Inbound tab in your account and start your trial if you haven’t already.
Please note: Nimble Web Chat is a paid add-on after the trial period ends.
Next, it only takes a few simple steps:
Visit the "Website Chat" tab>>Chat settings
Click "Create New Chat" from the top left
Enter a chat name, chat bot name and starting message
Once you’re finished, click "Save" to complete the setup
You can personalize your web chat in the chat settings by updating the names and welcome message anytime, adjusting the appearance and position of the chat button, and adding teammates with assigned names.
To ensure conversations reach the right team members, the chat settings let you select which teammates will receive notifications. By default, all teammates are opted in to receive notifications, but you can manually adjust this by deselecting anyone who should not be notified.
To learn more about web chats notifications, check out our support article: Customizing Notifications for Nimble Web Chat.
Using Nimble Web Chat in Real Time
The Chats section brings all your conversations together in one place, making it easy to stay organized and responsive. Quickly identify conversations that need your attention with message counts for unresponded chats, and spot new ones at a glance with clear visual labels.
Use the filtering options at the top to find and prioritize conversations more efficiently. Quick Filters let you instantly sort conversations by all, new,
unread, assigned to you.
For more advanced sorting, use the Filters dropdown:
Assignee – Filter by team member
Chat – Narrow results to a specific chat
New / Old – Sort by creation time
Read / Unread – Filter by message status
Open / Close – View active or completed conversations
Under the chat view, you can manage each conversation by:
Setting a Session Name – Add a clear, descriptive name to help your team quickly understand the context of the conversation. (If the AI Chat Helper is enabled, the session name will be generated automatically.)
Assigning the Conversation – Assign the chat to a teammate so they can take ownership. The selected user will be notified and can jump in to continue the conversation.
Reviewing Chat Details – Check key information such as when the session started, the time and content of the last message, and close the session once the conversation is complete.
Responding to Inquiries – Reply to visitors instantly by typing your message directly.
Once a message is read, a 'seen' icon will appear next to it - both in the visitor’s chat on your website and in the chat view within your Nimble account.
When you hover your cursor over a message you’ve sent, three dots appear at the top. Clicking these lets you edit the message, or delete it and send a new one.
You can also link chat conversations to existing contacts in Nimble. Just start typing the contact’s name under Linked Contacts and select the right person.
Once a chat conversation is linked to a contact, it is automatically saved to their contact record, so you always have the full context in one place. You’ll also see the contact widget directly in the Web Chats tab, giving you quick access to key details without switching tabs.
Streamline Conversations with AI Chat Helper
In Nimble web chat’s settings, you can enable the AI Chat Helper to assist with web chats. It will engage visitors by asking a set of predefined questions one at a time, collecting essential information and notifying you.
Just click the Settings button under Chat settings and scroll down to the bottom of the page to turn it on:
The AI Chat Helper will also automatically assign a name to each session and provide a chat summary, making it really easy to see what the query is about at a glance. This ensures you always join the conversation with full context and can respond more efficiently.
You can add new questions to the AI Chat Helper list at any time to gather more specific details based on your needs.
*** You can also access and manage your Web Chats on the go using the Nimble mobile app for Android or iOS. This allows you to reply to new messages, review chat history, and stay connected with leads and customers wherever you are. Learn more here: Nimble Web Chats in Mobile.
Who Can Benefit from Nimble Web Chat?
Nimble Web Chat is especially valuable for teams who want to engage with visitors in real time, provide quick support, and build stronger connections - all from within Nimble. It’s a great fit for:
Sales teams who want to connect with leads in real time and start meaningful conversations immediately.
Support teams aiming to resolve customer issues quickly while keeping track of every message.
Business owners who want to engage website visitors instantly and turn them into loyal customers.
Nonprofits providing fast support to site visitors.
Teams across industries that need to answer questions promptly and build lasting relationships.
Looking for tips on how to make the most of your live conversations? Check out our article on Best Practices for Starting Conversations with Nimble Web Chats.
Please, note:
Web Chat is a paid add-on included as part of Nimble’s Web Forms & Web Chat inbound feature. It comes with a 30-day free trial, during which you can create up to 10 webforms & chats. For more details on billing, please read our support article: Nimble’s Web Chat Billing Details.
The total amount of 10 applies to both web forms and web chats combined, and this total is shared by the whole team
Teammates can update chat settings, assign conversations, and close or remove them - but only the account admin can permanently delete the chat.
If you have any questions, please write us at care@nimble.com, initiate a chat from this FAQ, or join one of our Nimble Onboarding and Best Practices sessions, held every weekday at 9 AM PT.