Daktela Webchat

Live chat that turns website visits into conversations.

Add live chat to your website or e-shop. Customers get in touch where they are, while your team manages every chat directly in Daktela.

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Explore Webchat

On your website. Connected to your team.

Online shop · Example

Pause

Play

NORTHLINE

Everyday essentials

Everyday backpack

Made for the everyday.

Emma

Live agent

Hi! Looking for something in particular?

Does this backpack fit a 15-inch laptop?

Emma

Yes, it has a padded sleeve for laptops up to 15 inches.

If I order today, when will it arrive?

Emma

Orders placed today usually arrive within 2 working days.

Can I return it if it doesn’t suit me?

Emma

Of course. You can return it within 30 days, and I’ll send you a return label.

Will my laptop fit?

When will it arrive?

Can I return it?

Agent workspace

Waiting for new chats

Assigned to Emma

Emma is replying…

Emma replied

New chat from your website

Page: Everyday backpack

Product question

Delivery

Returns

Visitor asks

Chat arrives in Daktela

Your team replies

Concept illustration · Fictional shop and conversation

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One workspace. More conversations.

Keep every chat moving forward.

Handle several chats at once in Daktela. You can even take an incoming phone call while keeping your chat conversations going.

Webchat

Agent workspace · Example

Active chats

Anna Wilson

James Taylor

Mia Lewis

Live chat

Today · Example conversation

Does this backpack fit a 15-inch laptop?

Can you check the delivery of order #2086?

How do I return the shoes from order #2054?

Emma · Agent

Yes, it has a padded sleeve for laptops up to 15 inches.

I’ve found your order. It’s on its way, and I’ll send you the tracking details.

I can help with that. I’ll send you the return instructions for your order.

Reply to the customer…

Customer context

Chat started on

Everyday backpack

Delivery information

Returns & exchanges

Browsing journey

Bags → Everyday backpack

My orders → Delivery information

Help → Returns & exchanges

Related ticket

#1048 · Product enquiry

#1052 · Delivery enquiry

#1057 · Return request

Open · Product advice

Open · Order support

Open · Returns

Select a chat to explore the example.

Concept illustration · Fictional customer data

See where the question starts

See which page a visitor started chatting from and how they moved around your website. Use that context to make your reply more relevant.

Keep the customer’s history close

View CRM details and ticket status during the chat. Chat activity is saved to the CRM, and you can create a helpdesk ticket or link the conversation to an existing one.

The right help, at the right moment

Bring in a colleague. Or take it to a call.

Invite a colleague

Transfer chat

Mia Lewis

Live chat

2 agents in the chat

Assigned to Noah

It’s been 35 days. Can I still return the shoes?

Emma invited Noah to the chat

Noah · Team leader

Yes, we can make an exception this time.

Emma · Agent

Great, I’ll send you the return label now.

Emma transferred the chat to Noah

Emma left the chat

Noah · Team leader

Hi Mia, I’ve taken over from Emma. Let’s sort out your return.

Noah joins Emma. Both can reply to the customer.

Noah takes over the chat. Emma’s participation ends.

Illustrative interaction

Get the right people involved

Transfer a chat to another agent, or invite a colleague or team leader into the conversation. With an invitation, both agents can talk to the customer.

Prefer to talk?

Your phone number

+44 •••• ••• •••

Today, 14:00

Today, 15:00

Example of the optional callback feature

Let customers choose a callback

Add click-to-call to your webchat. Visitors leave a phone number and choose a callback time; Daktela handles the timing and connects the call to your team.

Your brand, in every conversation

Make the chat feel like your website.

Choose a ready-made style or create your own look. Adapt colours and text so the chat widget fits naturally into your website.

Colours that match your brand

Greetings and text in your own voice

Ready-made styles or a custom design

Blue

Purple

Teal

Let’s find what you need.

Northline customer care

Welcome! Tell us what you’re looking for. We’re here to help.

Write a message…

Blue · Example widget style

Purple · Example widget style

Teal · Example widget style

More room for meaningful work.

Explore Daktela AI for routine questions, writing assistance and translation. See how these additional tools could support your team.

Explore Daktela AI

Don’t take our word for it, look what our clients have to say

With rapid e-shop growth, we chose Daktela for communication control. The Christmas rush proved the value of early optimization. Daktela is now key to our customer care.

Peter Minich

Muziker

Our customers come first. Daktela provides a secure, scalable, and cost-effective solution, supporting new channels like SMS and WhatsApp while enabling hybrid work for our team.

Ciaran O’Toole

Golden Charter

More Testimonials

Let’s talk Webchat

Be there when your customers have a question.

See how live chat can fit your website and your team’s everyday work.

Book a demo

Try Daktela free for 14 days.

FAQ

Answers to the most common questions

What is Daktela Webchat?

Daktela Webchat is live chat for your website or e-shop. When a visitor starts a chat, it arrives in a web chat queue and your agents answer it in real time, directly in Daktela.

How do we add the chat to our website?

You create a chat connector in Daktela, copy its embed code and paste it into your website. If your site uses Google Tag Manager, you can add the chat as a tag without changing the site’s code. Once you apply the configuration, changes reach your website within a few minutes.

What happens outside business hours?

You set your business hours, and outside them the chat can show an offline message or stay hidden. When a visitor leaves a message, it appears as a missed chat in the queue so your team can follow up. You also decide what the chat shows during business hours when no agent is free.

Can a chatbot answer first?

Yes. Daktela’s built-in decision trees can answer common questions, connect to your systems and create tickets before an agent joins. You can also connect an external chatbot.

Can visitors ask for a call instead?

Yes, with the optional click-to-call feature. The callback form is part of the chat window: visitors leave their phone number, and the request goes to a click-to-call queue so your team can call them back. You decide which number formats are accepted and what else the form asks for.

Can we customise how the chat looks?

Yes. You can adjust the chat window’s design, colours and position, the welcome messages for when you are online, offline or busy, and greetings for specific pages. You also choose what visitors fill in before they start a chat.

Can several agents answer chats at the same time?

Yes. Chats from your website arrive in a queue, and Daktela automatically offers them to agents who are logged in and not on a break. The queue settings decide who is offered a chat first: typically the agent who has gone longest without one, or the agent the customer last spoke to. Each agent can handle several chats at once (you set the limit), transfer a chat to a colleague or invite a team leader into the conversation.

Does the chat work on mobile?

Yes. The chat window adapts to mobile screens. Agents can also answer chats from the Daktela mobile app for Android and iOS.

Which systems does Webchat connect to?

During a chat, agents can see CRM and helpdesk details. Ready-made Daktela integrations include HubSpot, Pipedrive, Raynet, Salesforce and Microsoft Dynamics 365, as well as the e-commerce platforms Shoptet, WooCommerce and PrestaShop. You can connect other systems via the API or through Make and Zapier.

How much does Webchat cost?

Webchat is billed per user per month, either on its own or in a bundle with calls and email. You can try Daktela free for 14 days. For pricing in your market, contact us or your local Daktela partner. You’ll find more details on our pricing page.