Livechat Icebreakers and Multi-Channel Menu

The DMLY Live Chat Widget allows you to display a floating chat button on your website that connects visitors to multiple messaging channels (WhatsApp, Instagram, Messenger, Telegram) or your Live Chat inbox.

You can customize:

• Popup greeting message

• Ice Breakers

• Channel titles and subtitles

• Multichannel menu

• Chat delay timing

All configurations are available inside your Live Chat integration settings.

Chat Popup Settings

Chat Popup Message

This is the initial greeting users see in the widget.

Example:

“Need any help? Chat with us!”

This helps increase engagement and encourage clicks.

Chat Popup Delay (Seconds)

Controls when the popup appears.

• Set to 0 → Show immediately

• Set to 30000 → Show after 30 seconds

Use delay to avoid interrupting user browsing too early.

Live Chat Ice Breakers

What Are Ice Breakers?

Ice Breakers are tappable quick-start questions that appear when a user opens your Live Chat for the first time.

They help visitors start conversations without typing.

You can add up to 5 Ice Breakers.

Example Ice Breakers

• Pricing Question

• Technical Support

• General Support

• Book a Demo

• Sales Inquiry

When clicked, the selected text is automatically sent as the first message.

How to Configure Ice Breakers

1. Go to your Live Chat settings

2. Enable Live Chat

3. Scroll to Ice Breakers

4. Enter:

   • Ice Breaker Title (e.g., “Start a Conversation”)

   • Ice Breaker text options

5. Click Add Ice Breaker if needed

6. Save changes

Best Practices for Ice Breakers

Keep them short and action-driven
Match them to your most common inquiries
Connect them to automation rules
Avoid long phrases

Example automation:

• If message contains “Pricing Question”

• Send pricing details

• Add tag “Pricing Lead”

Multichannel Persistent Menu

The Live Chat Widget supports multiple messaging channels.

Visitors can choose how they want to connect with you.

Supported Channels:

• WhatsApp

• Instagram

• Messenger

• Telegram

• Live Chat

Channel Configuration

Each channel includes:

• Toggle Enable/Disable

• Channel Title

• Channel Subtitle

• Channel URL

WhatsApp Setup

• Title: “Chat with us on WhatsApp”

• Subtitle: “Typically replies in minutes”

• URL format:

  https://wa.me/123456789

(Include country code)

Instagram Setup

• Title: “Chat with us on Instagram”

• URL format:

  https://ig.me/m/USERNAME

Do not include @.

Messenger Setup

• Title: “Chat with us on Messenger”

• URL format:

  https://m.me/PAGEUSERNAME

Telegram Setup

• Title: “Chat with us on Telegram”

• URL format:

  https://t.me/USERNAME

Do not include @.

How It Appears to Users

When users click the widget:

1. They see available channels

2. They select their preferred platform

3. They’re redirected instantly

4. The selected channel opens with your business chat

If Live Chat is enabled, they can also chat directly on your website.

Benefits of Multichannel Widget

Lets users choose their preferred platform
Increases conversation start rate
Reduces drop-offs
Centralizes inquiries into DMLY inbox
Works across desktop and mobile

Advanced Setup Ideas

• Show Live Chat during business hours

• Show WhatsApp after hours

• Use Ice Breakers for lead qualification

• Connect Ice Breakers to automation flows

• Assign chats automatically to teams

Example High-Converting Setup

Popup Message:

“Need help choosing a plan?”

Ice Breakers:

• View Pricing

• Book a Demo

• Technical Support

Channels Enabled:

• WhatsApp

• Messenger

• Live Chat

Automation:

• Add tag based on selected Ice Breaker

• Assign to correct department

• Send instant auto-reply