Getting started with ChatOnce

There's so much you can do with ChatOnce, but here's a quick rundown of the most important things you should know as you're getting started. This guide shows you the main steps needed to take ChatOnce live on your website. 


Live chat is a new feature. We are releasing it gradually to accounts. If you'd like to try live chat in your ChatOnce account, please contact us:

How ChatOnce works

The main purpose of ChatOnce is to engage with visitors on your website and qualify them to schedule meetings with your team. 

We understand that personalization leads to better engagement in your visitors' website experience. For this, we’ve created Audiences. You can tailor your visitor’s experience to their identified audience, whether that’s as a first-time visitor, returning visitor, someone from Europe, the marketing campaign they came from, landing page, or anything else you can imagine based on the parameters you define. 

You can target an audience with specific, personalized bots, based on these parameters: 

  • The current page they’re visiting
  • How long they’ve been on the website

This smart connection between your audience and the bot they see allows you to customize their experience seamlessly, providing the most effective messaging for that specific audience under the given circumstances. This raises the likelihood of identifying the right prospects for your team to engage with as high-quality leads.

Figure 1: Website, Audiences, and Bots

Step 1: Identify your audiences

You can access Audiences by going to Setup -> ChatOnce Setup -> Audiences

To define who sees your bots, you can identify your audiences based on rules. 

Figure 2: Audiences - Repeat visitors

Learn more about audiences

Step 2: Create a ChatOnce bot

Here's a quick video that introduces your bot, conversation, and more in under four minutes.

You can create as many bots as you like for all kinds of conversations. 

Start from scratch: You'll start building your bot conversation with a blank canvas. 

Use a template: The correct template saves time by providing an example bot you'll adjust according to preference. 

Figure 3: Create a bot - From template

Build a conversation

To start, drag an interaction to the Reaching out section. For instance, here's a single select interaction: 

Figure 4: Reaching out

You can drag and drop other interactions into the Conversation section, in the order you prefer. 

As you click on each, you'll be able to define any relevant bot responses

Figure 5: Bot response

If they select "Yes" instead, you can route that to another interaction you'd like them to see. 

You have many interaction options for your conversation, allowing you to:

  • Ask questions to qualify visitors 
  • Offer scheduling to qualified visitors, based on their answers
  • Send messages to personalize the experience further

Routing your interactions

In a couple minutes, learn the most popular routing options:

You can route your interactions by choosing conditions and deciding what to jump to next. 

Figure 6: Route to interactions based on rules

You can get really specific about the routing logic you want. The logic can depend on how your visitor answers the current question or a previous one. You can also base the logic on a contact field ChatOnce already saved to their contact record (for instance, the Company size field).

Learn more about routing your interactions

Chat live with your visitors

If you want your high-quality leads to get in touch with you as possible, live chat can provide the experience your visitors desire while reducing your time to engagement. 

Once you qualify visitors through the bot conversation, you can choose the right time to offer live chat to them. This way, people seriously interested in your product can ask questions and move to the next level in your funnel.

Figure 7: Live chat example

Learn more about live chat

Offer scheduling with your bot

In three minutes, you can learn all about offering scheduling through your bot:

Your conversation can identify the people your team should speak to further and offer scheduling to them. 

The entire scheduling experience takes place in the widget, during the conversation.

Figure 8: Offer scheduling to your visitors from the widget You can add scheduling from the Actions tab. 

Figure 9: Add scheduling to your conversation

Preview your interactions

At any time as you're building your conversation interactions and their routing, you can preview everything as your audience would experience it. 

Figure 10: Preview your bot

Publish your bot

Once you're happy with your interactions and routing, you can publish your bot by toggling it on. 

Figure 11: Publish your bot

Step 3: Target your audiences with bots

Now that you've identified your audience and created a bot for that audience, you can target your audience with that newly-created bot on the Targeting step in the left-hand menu. 

If you like, you can show a specific bot to everyone in your defined audience or create rules based on the page they're visiting, the amount of time they've spent on that page, or both. Use one bot or multiple different bots throughout the website, based on the rules you create.

Figure 12: Targeting your audience with bots

Learn more about targeting your audience with bots

Step 4: Assign a user to receive the bot's conversations

On the Assignment page, you have a couple options for assigning the bot's conversations. This means they'll be the owner of that conversation in their Activity stream. 

1) If you offer scheduling, you can assign the conversation to the team member who received the booking.

2) Assign to a specific team member. If you select multiple people, they'll be assigned a conversation based on round robin distribution.

Figure 13: Assignment page - Assigning a team member

Step 5: Customize the widget display to match your branding

You can customize the appearance of the widget you'll install on your website. It's easy to select exactly your exact preferences for the bot widget's color, icon, bot name, and more. 

Figure 14: Customize the branding on your widget display

Step 6: Install the widget and go live

In less than a minute, learn how to customize your branding, install the bot widget on your website page, and go live:

In the left sidebar, go to Installation. Choose whether to install it yourself or send to a teammate. 

Once you or your teammate has the code, you can copy it and paste it in the admin area of your site, on whichever page(s) you'd like the widget to appear.

Figure 15: Installation - Copying your bot's widget code

More resources to help with ChatOnce

  1. Browse the ChatOnce articles: For those who like to read everything. ;) 
  2. Integrate OnceHub with Zapier: Track your bot campaign effectiveness by sending triggered updates to a third-party app.
  3. Hire professional services: Our expert team members can help you configure everything quickly and correctly.
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