Live Web Chat conversations are categorized to help you quickly understand the type of interaction that occurred. These categories make it easier to review activity, track leads, and prioritize follow-ups.
You can view these categories in the Chats section under Activities, as well as in exported chat reports.
Lead
A chat is categorized as a Lead when the visitor shows interest in your services or identifies themselves as a potential new customer or patient.
Examples include visitors who:
Ask about services, pricing, or availability
Request a consultation or appointment
Identify themselves as a new customer or patient
If your chat includes a scheduling link for new clients and the link is sent during the conversation, the chat is still categorized as a Lead even if additional information was not collected.
Lead chats help you track potential new business opportunities coming from your website.
Actionable Support
An Actionable Support chat occurs when an existing customer or patient needs additional help from your team.
These chats typically require a follow-up or action from your business.
Examples include visitors who:
Request a call back
Ask to reschedule an appointment
Need help resolving an issue
Request assistance from a specific team member
These chats indicate that further action from your team may be required.
Non-Actionable Support
A Non-Actionable Support chat occurs when an existing customer asks a question that can be answered during the chat conversation and does not require additional follow-up.
Examples include visitors who:
Ask for general information
Request directions or business hours
Ask simple service-related questions
Once the question is answered, no further action from your team is required.
Spam
Chats categorized as Spam include interactions that are not legitimate customer inquiries.
Examples include:
Automated bots
Joke or prank messages
Visitors who start a chat but only send a single message with no response
Spam chats are not billable.
Why Chat Categories Matter
Chat categories help you:
Quickly identify potential leads
Prioritize follow-ups with existing customers
Track support requests
Understand the types of conversations happening on your website
You can review chat categories in the Chats section of Activities or when exporting chat reports.