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Live Chat is a chat bubble you embed on your own website. Visitors type a message, it lands in your Inbox next to WhatsApp and everything else, and it runs your flows, bookings and payments like any other Channel.
Live Chat has no account to connect, so DMLY mints the widget for you. You can start it from Integrations → Channels like any other Channel, or from Bot setup — both land on the same customizer.

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What Live Chat cannot do

Live Chat only reaches someone while they are on your website with the widget open. That rules out several things you can do on WhatsApp:

No broadcasts

You cannot send a Broadcast on Live Chat. If Live Chat is your active Channel, broadcast creation is blocked — switch to WhatsApp, Messenger, Instagram, Telegram or SMS.

No growth tools

Growth tools build links and QR codes that open a chat app. There is no such link for a website widget, so Live Chat is excluded.

Inbound is not logged

Visitor messages are never written to Logs — only the replies you send from the Inbox are. A Logs page with outbound rows and no inbound ones is normal, not a sign the widget is broken.

No comments

There is no comments surface — Live Chat is conversations only.
Treat Live Chat as the front door and WhatsApp as the follow-up. Turn on Require phone before chat in the pre-chat form and you can keep the conversation going on WhatsApp after the visitor leaves your site.

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Create the widget

1

Open Bot setup

Go to Bot setup. If you have no widget yet you’ll see Add a website Live Chat widget — select Set up Live Chat.
2

Name it

On New Live Chat widget, fill in Widget name (for example, Website Chat). This name is only for you — it shows in your channel selector and the Inbox, never to visitors. Select Create widget.
3

Customize, then install

DMLY creates the Channel and opens the customizer. Style it, then copy the install snippet from the Install panel.
The widget counts against your plan’s Channel limits, the same as a WhatsApp number or a Facebook Page.

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Install the snippet

The Install panel shows one line of code:
Select Copy snippet, then paste it just before the closing </body> tag on every page you want the bubble to appear on. If your site builder has a “footer code” or “custom code” box that applies site-wide, that is the right place — one paste covers the whole site. You don’t need to change the snippet, and you don’t need a developer beyond someone who can reach that box. The snippet loads the widget in an isolated frame, so it can’t clash with your site’s styling.
The snippet is tied to this specific widget. If you delete the widget and create a new one, the old snippet stops working and you must paste the new one.

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The pre-chat form

Before a visitor’s first message you can ask for their details. All four are off by default — turn on the ones you need under Behavior: Whatever you turn on is genuinely required — Start Conversation stays disabled until the visitor fills it in, and the email and phone are checked for a sensible format. What you collect lands on the Contact record: name, phone and email are saved, and DMLY matches the visitor to an existing Contact if the email or phone already belongs to one. If a field on that Contact is already filled, the widget doesn’t overwrite it. A ticked consent box is stored on the message record, but it isn’t surfaced anywhere — not in the Inbox, not in exports, not through the API — so don’t rely on it as retrievable compliance evidence. If you ask for nothing, visitors chat anonymously and DMLY names the Contact Website visitor <four characters> until you learn more about them.
The country code guesses the visitor’s country from their browser, so most people don’t have to touch it.
The pre-chat labels (“Name”, “Phone number”, “Email”, “Start Conversation”) are English only and can’t be translated. The Consent text and the Greeting are yours to write.
The pre-chat screen also shows your Channels deep links, so a visitor who’d rather use WhatsApp can jump straight there instead of typing on your site.

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Style the widget

The customizer has a live preview that renders the real widget, so what you see is what visitors get. Use the Open / Launcher toggle to check both states.
Classic opens straight into the conversation. Home shows a landing screen with your channels first. Pick Home if you want visitors nudged toward WhatsApp; pick Classic if you want them talking to you now.
Accent is your colour — five swatches or your own hex code. DMLY works out the text colour on top of it for you. Agent name and Greeting are what the visitor reads first.
Header (Gradient or Solid), Channels (Buttons or Icons), Dock side (Right or Left), and whether the Greeting teaser shows.
Your Messenger, WhatsApp, Instagram and Telegram deep links, shown under Chat with us on your favorite app.
The accent colour is the only part of the palette you control. Everything else — the typefaces, the warm neutral background, the bubble colours — is a fixed DMLY design, so widgets are consistent and legible everywhere. If that doesn’t suit your site, the accent and the Design choice are your levers.
The widget shows “Powered by DMLY” and links to dmly.io. It is hardcoded and there is no switch to hide it, so the widget is not whitelabel-safe today. Agencies putting this on a client’s site should know that before they paste the snippet.
Show typing indicator has no effect. The switch saves, but the setting is always on — the animated dots show regardless. Ignore it.
Select Save changes when you’re done. Your changes reach live visitors without re-pasting the snippet.

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Rename or delete

Live Chat has no account behind it, so you rename it from the Channel card rather than from account settings.
Delete widget removes the widget, its snippet, and every conversation and Contact that came through it. This can’t be undone, and the snippet on your site goes dead. Rename instead if you just want a different label.

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Next steps

Automate replies

Widget messages run your flows the same as WhatsApp.

Answer in the Inbox

Live Chat conversations sit alongside every other Channel.

Move it to WhatsApp

Collect a phone number in pre-chat, then follow up where they’ll actually reply.

Nothing arriving?

Check the snippet is on the page before anything else.