In 60 Seconds
- •Live Chat vs. SMS Chat: Prefer 'SMS Chat'. Live chat traps the user on the website. SMS chat moves the conversation to their phone so you can follow up later.
- •The Greeting: Don't ask 'How can I help?'. Ask 'Are you looking for a quote or a repair?' Give them buttons.
- •The 'Name/Number' Gate: Get their phone number *early*. Do not let them ask 20 questions without giving contact info.
- •Qualification: Ask 'Do you own the home?' and 'What is your zip code?' This filters out renters and out-of-area leads automatically.
- •Escalation: If they say 'Water is flooding', the bot should stop and say: 'Please call our emergency line immediately: [Number]'.
73% of customers prefer live chat over email. They want instant answers.
But you cannot sit at your computer 24/7 waiting for a "ping."
You need an Intake Bot. Not a "AI that pretends to be human" (those hallucinate and promise free services), but a structured Decision Tree that guides the user to a booking.
The Chat Widget Trap
Most websites have a widget that says "Live Chat."
- Customer types: "How much?"
- Widget says: "Wait for an agent."
- Agent is at lunch.
- Customer waits 3 mins, leaves, and never comes back.
The Fix: Switch to SMS-Based Chat.
- Widget says: "Text us for a quote."
- Customer types message + Phone Number.
- Conversation moves to their SMS app. Now you "own" the contact. You can reply in 10 minutes and they will still see it.
Scripting the Flow
Your chat should act like a dispatcher, not a greeter.
Step 1: The Hook (Intent)
- Bot: "Hi! Thanks for checking us out. To get you to the right person, what do you need?"
- Buttons: [Get a Quote] [Schedule Repair] [Check Existing Appt]
Step 2: The Gate (Contact Info)
- Bot: "Great. Just in case we get disconnected, what's your mobile number?"
- Input: (User enters number).
- Note: STOP HERE if they don't enter it. No number = No lead.
Step 3: Qualification (The Filter)
- Bot: "What is your Zip Code?"
- Logic:
- 78701: "Perfect, we are in your area."
- 90210: "Sorry, we don't service that area yet."
Step 4: The Handoff
- Bot: "Thanks. A technician is reviewing this. We will text you in <5 mins."
AI vs. Rule-Based
- Rule-Based (Buttons): Safer. Better for specific intake flows. 100% predictable.
- AI (LLM): Cooler. Can answer complex questions ("Do you service Tankless Rinnai heaters?").
- Risk: Can hallucinate prices.
- Recommendation: Use AI assisted response for your staff, but use Rule-Based for the customer-facing bot.
Verification Checklist
- Mobile Friendly: Does the chat widget cover the "Call Now" button on mobile? (It shouldn't).
- SMS Handoff: Does the chat actually arrive in your notification inbox?
- After Hours Mode: Does the bot change script at 5 PM? ("We will text you back tomorrow morning").
Common Mistakes
[!WARNING] The 'Hello?' Loop Don't auto-send "Hello?" "Are you there?" "Did you see my message?" every 30 seconds. It looks desperate and annoying. Send one confirmation, then wait.
- Asking Too Much: Don't ask for full address and email and credit card. Just Name + Number + Problem.
- Hiding the Close Button: Let people close the chat widget if they want to read the site.
FAQ
Q: Should I use Podium or Intercom? A: Podium is great for Local Services (SMS heavy). Intercom is better for SaaS. GoHighLevel has a built-in widget that is free with the platform.
Q: Can I take payments in chat? A: Yes, "Text-to-Pay" is a huge converter. "I can book that slot. Just click this link to pay the $49 dispatch fee."
Sources and References
- Drift: State of Conversational Marketing - Benchmarks on response times.
- Podium: The Guide to Text Marketing - Best practices for local businesses.
Changelog
- 2024-05-08: Initial publication.
Read Next in This Hub:
- Speed to Lead - Human response time.
- Form Design - The alternative to chat.
Related System:
- Response Protection - Our pre-built chat flows.