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Live Chat Templates in Real Geeks CRM

How to Create, Personalize, and Use Live Chat Templates to Engage Website Leads in Real Time

Live Chat Templates in Real Geeks CRM help you respond quickly and consistently while leads browse your Website. Because speed and value-driven follow-up drive conversions, these templates make it easy to engage, guide conversations, and move prospects toward next steps. Whether you are online or away, every lead receives a professional response.

Need to Know

  • Live Chat is a built-in CRM feature that allows real-time messaging with Website visitors

  • Make a Standard Message template to respond to leads yourself, or create automated Welcome and Unavailable templates to send automated chat messages

  • Set Office Hours for your Automated chat messages to control when these messages are sent

  • Templates help you respond faster, stay consistent, and encourage next steps

Table of Contents

Types of Live Chat Templates

Real Geeks CRM offers three types of Live Chat templates.

Standard Messages

  • Manually selected during a live chat

  • Ideal for FAQs, property recommendations, and qualifying questions

  • Helps guide conversations efficiently

Automated Welcome Messages

  • Sent automatically when a lead initiates a chat

  • Can trigger immediately or after a set delay

  • Starts the conversation even if you are not typing right away

Unavailable Responder Messages

  • Sent automatically outside of your Live Chat Office Hours

  • Informs leads you are away and encourages them to leave details for follow-up

Each template type plays a different role in capturing and nurturing opportunities.

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How to Create a Live Chat Template

  1. Go to leads.realgeeks.com/inbox/templates/live-chats (Inbox > Templates > Live Chat)

  2. Click Create New to build a template from scratch or Create From Library to customize a pre-made option

    live-chat-create-template

  3. Personalize Your Template Details:

     

    • Assign a Name (This is how you recognize your template in the CRM)
    • Select a Template Type (Standard Message, Automated Welcome Message, Unavailable Responder Message)
    • (Optional) Apply a Category (This is an internal way to organize similar templates together)
    • Choose Who can use this template (Will you be using this template, or do you want to share it with your agents to use in their own chats?)
  4. Personalize your message

  5. Click Save

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Live Chat Settings Explained

Your Live Chat settings control when and how automated templates are triggered.

Enable Chat with Potential Leads

crm-live-chats-potential-leads

  • Toggle on to allow unregistered visitors to start a chat

  • Visitors only need to provide a name

  • Lower friction increases engagement opportunities

Automated Welcome Message Timing

crm-live-chats-automated-timing

  • Choose how soon the message sends after chat begins

  • Immediate responses reinforce responsiveness

Office Hours

crm-live-chats-office-hours

  • Set days and time ranges when chat is considered active

  • Choose to disable chat outside these hours or send Unavailable Responder Messages

Clear Office Hours ensure leads always receive a response, even when you are offline.

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How to Use Live Chat Templates During Conversations

Once templates are saved, they are accessible inside active chat sessions. Here's how to access your Chat templates:

  1. Open a Chat with your Lead

    • Click Chat in the leads list page

      crm-live-chat-leads-list
    • Select the Chat with Lead button in the lead's profile

      crm-live-chat-profile-page

  2. Select the Template icon

    crm-live-chats-template

  3. Select your template by name

  4. Personalize it when appropriate to match the conversation

  5. Click Send 

Templates should support natural dialogue. Use them as conversation starters, not scripts to read word-for-word.

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Example Live Chat Template Scripts

Use these examples as inspiration when building your own templates.

Standard Message Example

Hi there. What type of property are you most interested in today? Let me know your preferred neighborhood or must-have features and I can send options that match.

Automated Welcome Message Example

Welcome. Are you just starting your home search or narrowing down options? I am here to help guide you.

Unavailable Responder Message Example

Thanks for reaching out. I am currently offline but would love to help. What type of home are you looking for? I will follow up with details that fit your criteria.

Property Recommendation Example

Based on what you have been viewing, I found a few homes that may be a strong fit. What stands out most to you in a property?

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Frequently Asked Questions

  • Can I edit a Live Chat template after saving it?
    Yes. You can return to the Live Chat Templates section at any time to update messaging, categories, or template type.

  • Do Automated Welcome Messages send to every visitor?
    They send when a lead initiates a chat, based on your configured timing and Office Hours settings.

  • What happens if someone chats outside my Office Hours?
    Your Unavailable Responder Message is automatically sent if enabled, prompting the visitor to leave details.

  • Can multiple agents use the same templates?
    Yes. Templates can be standardized for brand consistency while still allowing agents to personalize responses during chats.

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