# How to add live chat to a website? | SmartOperator > Seven steps to take when adding live chat to your website: purpose, tag, window placement, knowledge base, catalogue, handover rule, and measurement. Source page: https://dblinx.net/en/smartoperator/rehberler/web-sitesine-canli-destek-eklemek --- Setup # How to add live support to a website? 7 steps Adding live support starts with a script tag, but the real work comes after: who will respond, with what information, and during which hours? This guide walks through the seven steps in order. 5 min readPublished: 02.10.2026 Adding live chat to a website is technically a matter of minutes: a script tag is added to the common page template, and a chat bubble appears in the corner. The real work begins thereafter: who will answer, at what times, with what information, and what happens if no answer is given? This guide outlines the steps to take in sequence when adding live support to your site. ## 1. Define the purpose Live support can be a sales channel or a support channel. On a spare parts site, the visitor’s question is usually “will this part fit my vehicle?”, whereas in a clinic it is “can I book an appointment?”. Defining the purpose from the outset shapes every setting, from the greeting message to handover rules. It is also good practice to read questions received in the first week and review this purpose. ## 2. Place the tag correctly The script tag must be present on all pages of the site; it is typically added once at the end of the common template. The async tag must be loaded so as not to block page rendering. In SmartOperator, only a small bubble is drawn while the page loads; the chat window loads when the visitor hovers over or clicks the bubble. The site key works only for your registered domains, ensuring your tag cannot be used on other sites. **Tip** Test before going live. In SmartOperator, adding data-gizli-mod="1" to the tag makes the bubble visible only to users with ?so_deneme=1 appended to the URL. ## 3. Decide where the window will open The bottom-right corner is the most common location but not the only option. If there is a cookie notice or another button in the bottom-right, the bottom-left may be more suitable. On sites where conversations tend to be long, a side panel allows the visitor to continue viewing the page while chatting. Opening the window in full-screen mode on mobile prevents the text area from becoming too narrow on small screens. ## 4. Write what the representative should know The quality of live support is limited by the information available to the person or AI responding. Delivery times, shipping costs, return and warranty conditions, working hours, and answers to frequently asked questions must be documented. In SmartOperator, these are entered into the knowledge base as FAQs or policy items; the AI bases its responses on them. ## 5. Showcase products Instead of simply providing a link to the product page for visitors asking about products, displaying the product directly is more effective. Your catalogue can be imported via CSV or XML feed; for large e-commerce sites, a read-only connection to the store database can be established. This ensures that price and stock information always comes from your data. ## 6. Define handover and out-of-hours rules Decide in advance which topics will be handed over to the team, the representative capacity, and what information should be collected outside of working hours. - Which topics should always be handed over to the team? (Bulk purchases, order changes, complaints.) - How many chats should a representative handle simultaneously? - Should handover requests be automatically assigned to the least loaded representative? - What information should be collected from the visitor and who should be notified when no one is online? ## 7. Measure and improve Reading conversations in the first few weeks reveals which questions went unanswered. The reports screen shows opened conversations, those passed to representatives, and those reaching the payment page; each metric is compared with the previous period. Every unanswered question represents a new item to add to the knowledge base. ## Welcome message and quick options The first message the visitor sees upon opening the window determines what they write next. Instead of a generic phrase like “How can I help you?”, a site-specific greeting is more effective: “Please enter your vehicle’s make, model, and year; let’s find the right part together.” Placing three or four most-asked topics as quick options below the greeting enables the visitor to start with a single click. In SmartOperator, the greeting message appears instantly without waiting for AI, and up to four quick options can be added. ## Team readiness When live support is activated, your team must also be ready. It should be decided in advance who will access the dashboard, which sites they are responsible for, how many chats a representative can handle simultaneously, and how to indicate unavailability. Saving frequently written replies as quick responses speeds up the team and ensures consistent answers to the same questions. Internal notes are the quickest way to leave context for a colleague taking over a conversation. ## Security and privacy Since the live support window operates on every page of your site, it is important to consider what data it accesses. Nothing should be read on payment pages, and values from form fields should not be readable on any page. A retention period for conversation records must be defined, and a link to the privacy policy must be provided in the window. These settings are part of the setup, not details added later. ## Common mistakes Common mistakes include adding the tag to only one page, forgetting to register one variant of the domain name, and leaving the knowledge base empty. - Adding the tag only to the homepage: the window disappears when the visitor navigates to a product page. - Forgetting to register either the www. or non-www. version of the domain name. - Leaving the knowledge base empty and expecting the representative to “know everything”. - Failing to define a communication channel for out-of-hours periods. - Ignoring conversations after the first week. ## How SmartOperator solves this SmartOperator is set up with a two-line async-loaded tag; four window views, hidden testing, handover, and reports are built into the product. - **Two-line code:** async-loaded tag, site key tied to the domain name. - **Four views:** bottom-right, bottom-left, side panel, full-screen; full-screen on mobile. - **Hidden testing:** the bubble appears only on the test URL. - **Handover and assignment:** representative capacity, automatic assignment, callback request. - **Reports:** funnel view and comparison with previous period. [Setup](/en/smartoperator/kurulum.html)[Live support](/en/smartoperator/canli-destek.html) ## Frequently asked questions Does live support slow down the site? If the tag is loaded asynchronously, it does not block page loading. In SmartOperator, the chat window does not load while the page opens; it loads when the visitor hovers over the bubble. Who responds when my team is unavailable? AI responds at any time of day; for topics belonging to the team, the visitor’s contact details are recorded. I have multiple sites; do I need separate setups for each? Each site gets its own tag, but all are managed from a single account. ## Let’s set up live support for your site together Enter your site address and your team’s working schedule; we’ll set it up together. [Get a quote](/en/smartoperator/iletisim.html)[Explore features](/en/smartoperator/ozellikler.html) ## Other guides - [Artificial intelligence ### What is an AI customer agent, and how to choose one? An AI that truly works like a customer agent on a website; it understands the question, finds the answer from your knowledge, and performs actions on the site when needed. This guide explains the difference and what to look for when choosing. 6 min read](/en/smartoperator/rehberler/yapay-zeka-musteri-temsilcisi-nedir.html) - [Sales ### Selling vehicle-compatible parts on a spare parts site Compatibility uncertainty is the biggest obstacle to sales in spare parts. This guide explains how to clarify the vehicle, why searches must be exact matches, and where compatibility data should reside. 5 min read](/en/smartoperator/rehberler/yedek-parca-sitesinde-araca-uyumlu-satis.html) - [Sales ### Converting asking visitors into sales A visitor asking a question is the closest to purchasing. This guide explains how to read the visitor's stage from their question, clarify their need, showcase the product within the conversation, and add it to the basket. 4 min read](/en/smartoperator/rehberler/soru-soran-ziyaretciyi-satisa-cevirmek.html)