Updated October 9, 2026
Should website chat live in the same inbox as your other channels?
Yes, when the same people answer the site and your other channels. A visitor message should open in that queue, on the same contact, instead of in a separate chat tool that the rest of the team does not see.
When a separate widget is enough
A widget alone is enough if one person answers the site and the conversation ends at the reply. The limit shows up when the same visitor later writes on Telegram or email, or when a second teammate needs the thread.
The transcript then has to be copied, or it stays trapped in the widget.
What changes in a shared inbox
The visitor still chats on your site. The message opens beside the other channels. An agent replies from the queue, and the visitor sees that reply in the widget.
Business hours, an offline greeting, a lead form, and an exact FAQ match can run on the widget before a person joins.
How this works in Klientr
Website chat is included on Starter, with Telegram and email. The widget is branded, and the install snippet is what you add to the site. Visitors do not create a Klientr account.
Live visitors on the site are listed separately from the closed history, so you can see who is on a page now.