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.
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 and click "Create New Chat".
Enter a chat name, chat bot name and starting message.
Once you’re finished, click "Save" to complete the setup.
For the detailed instructions on integrating web chat with your website see our support guide: Adding Nimble Web Chat to Your Website
You can personalize your web chat in the chat settings by updating the names and welcome message, 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 Web Chat tab in Nimble will display a list of all your chats. For each chat in the list, you’ll see the number of open conversations and unread messages.
Incoming conversations will appear when you click on a chat in the list to open the chat details view. From there, you can easily manage each conversation by:
Setting a Session Name - Add a clear name to help your team quickly understand what the conversation is about (*if the AI Autoresponder is enabled for the chat, the session name will be set automatically).
Assigning the Conversation - Assign the chat to a teammate. Once assigned, the selected user will be notified and can take over the conversation.
Reviewing Chat Details - View the session start time, check for new or unread messages, see the last response time, and close the session when the conversation is complete.
Responding to Inquiries - Click on any chat to open the full message thread and reply directly to the visitor.
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.
Under the History tab, you can browse all closed conversations and review their details by selecting the specific chat from the list.
In Nimble web chat’s settings, you can enable the AI Autoresponder 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. The AI Autoresponder 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 list at any time to gather more specific details based on your needs.
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.