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Talk to Leads While They Browse Your Website Using Live Chat

Chat with website visitors in real time to convert active traffic into conversations

Live Chat in Real Geeks lets you connect with leads while they are actively browsing your website. You can see when registered leads are online, proactively start conversations, and chat with potential leads who have not signed up yet. This tool helps you reach people at the exact moment they are thinking about real estate and ready to engage.

Need to Know

  1. Live Chat lets you message website visitors in real time while they browse

  2. An Online indicator shows when registered leads are actively searching your site

  3. Chat with Potential Leads is a setting that allows name-only chats before full registration. This can be disabled at any time.

Table of Contents

  1. How Live Chat Works

  2. How to Enable Live Chat

  3. Chatting with Potential Leads

  4. Automated Welcome Messages

  5. Office Hours and Unavailable Responder

  6. How to Start a Chat with a Lead

  7. Using Chat Message Templates

  8. Best Practices

  9. Frequently Asked Questions

  10. Need Help?

  11. Related Articles

How Live Chat Works

Live Chat allows you to message leads while they browse your Real Geeks website. When a registered lead is actively searching, an Online indicator appears so you know they are currently on your site. This gives you the opportunity to start a conversation at the moment they are thinking about buying or selling.

crm-live-chat-communication-view

lead-view-live-chat

Live Chat also supports conversations with unregistered visitors, called potential leads. These contacts can enter their name and begin chatting instantly without completing a full sign-up.

Key features include:

  1. Online indicator for active registered leads

  2. Proactive chat initiation by agents

  3. Chat history saved in the lead profile

  4. Support for registered and unregistered visitors

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How to Enable Live Chat

Live Chat must be enabled in your lead manager before agents can start messaging website visitors.

  1. Go to leads.realgeeks.com

  2. Click Settings > Comms

  3. Select Live Chat

  4. Click Enable Chat

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Chatting with Potential Leads

Chatting with Potential Leads gives website visitors a low-barrier way to start a conversation with an agent. Visitors only need to provide their first and last name, making it easier to ask questions and get help without committing to full contact details.

This approach works well for early-stage visitors who are still browsing. If a visitor later completes registration, their contact details are added to the same lead record so the full conversation history stays in one place.

This feature can be disabled at any time so you only speak to registered contacts.

To disable Chat with Potential Leads:

  1. Go to the Live Chat settings page

  2. Locate Chat with Potential Leads

    chat-with-potential-leads

  3. Set the toggle to Disabled

You can disable Chat with Potential Leads at any time if you prefer to only chat with registered leads.

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Automated Welcome Messages

Automated welcome messages greet a lead immediately after they sign up on your website. These messages help start a conversation right away while interest is high and let the lead know a real person is available to help.

To create an automated welcome message:

  1. Go to the Live Chat settings page

  2. Click Create New

  3. Change the Type to Automated Welcome

    live-chat-automated-welcome-type

  4. Enter your automated welcome message

  5. Click Save

Keep these guidelines in mind when writing automated welcome messages:

  • Messages follow your office hours

  • Each agent must create their own automated welcome messages

  • Messages are not sent to manually added leads

  • If a lead is unassigned, the message is sent from the site owner

Use the example below as a starting point for a friendly, post-signup greeting.

Message Template

Hi {{FIRST_NAME}}, thanks for signing up. I’m here to help if you have any questions or want help finding the right homes.

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Office Hours and Unavailable Responder

Office hours control when Live Chat appears on your website and when leads can message you. This helps set clear expectations and ensures chats only happen when you are available to respond.

When office hours are enforced, Live Chat only appears during your working hours. If a lead tries to message you outside of those hours, an unavailable responder message is shown instead.

Unavailable Responder:

  1. Notifies the lead that you are currently unavailable

  2. Sets the expectation that you will respond when you are back in office

You set up an unavailable responder message using chat message templates:

  1. Go to Inbox > Templates

  2. Click Live Chats

  3. Click Create New

  4. Change the Type to Unavailable Responder

    live-chat-template-type-unavailable

  5. Enter your message and click Save

This ensures leads always receive a response, even when you are offline, while protecting your time and availability.

Message Template

Use this unavailable responder template to set clear expectations:

Thanks for reaching out. I’m currently unavailable, but I’ll review your message and get back to you when I’m back in the office tomorrow.

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How to Start a Chat with a Lead

You can manually start a chat with any lead directly from the leads list or an individual lead profile.

  1. Open the Leads List or a lead profile

  2. Click Chat

  3. Type and send your message

All chat messages are saved in the lead’s history.

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Using Chat Message Templates

Chat message templates help you respond faster during live conversations, keep messaging consistent, personalize chats using merge fields, and share images when needed.

To create a chat message template:

  1. Go to the Live Chat settings page

  2. Click Create New

  3. Keep the Type set to Standard Message

    live-chat-automated-welcome-type

  4. Write your message

  5. Click Save

Message Template

Use this text message template to quickly engage leads:

Hey {{FIRST_NAME}}, I noticed you’re browsing homes on the site. Is there anything I can help you with right now?

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Best Practices

Use these best practices to turn live chat conversations into meaningful connections and follow-up opportunities.

  • Reach out to leads when they are online, as active browsing often signals higher interest and creates a better opportunity to connect in real time

  • Reference activity naturally

  • Keep conversations helpful and low pressure

  • Use templates to streamline communication

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Frequently Asked Questions

What kind of files can I send over chat?
You can send one file at a time through Live Chat.

Supported details:

  • Maximum file size: 2.5 MB

  • Supported file types: .jpg, .png, .gif, .pdf, .docx, .doc, .txt, .csv

What is Lead Capture via Chat?
Lead Capture via Chat allows visitors to start a chat before registering on your website. To begin chatting, the visitor must provide their name and select a conversation topic.

These contacts are created as partial leads and must complete the sign-up form to view properties or save a search.

Is Live Chat free?
Yes. Live Chat is included at no additional cost.

Do agents need to set up welcome messages?
Yes. Each agent must configure their own automated messages.

Can chat be disabled outside office hours?
Yes. Chat availability can be restricted to your working hours.

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Need Help?

If you need assistance setting up or using Live Chat, the Real Geeks support team is here to help.

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