The website chat widget – Marketli Help

The chat widget is a floating chat bubble for your own website, not for Marketli itself. A visitor clicks the bubble, types a message, and that message arrives in your normal Marketli chat inbox as a conversation named Webchat. Your team replies from the app they already use, with the pushes they already get, and the reply appears in the visitor's chat on your site.

Only company owners and admins can set it up.

Turning it on

Open Website from the left navigation and click Chat widget in the header. If you do not have a Website page, open Company instead and go to the Chat widget tab.
Turn on Show the chat bubble on your website.
Write a Greeting: the first thing a visitor sees when they open the chat.
Click Save changes.

Nothing shows on your website until you also install the snippet below.

A video greeting instead of the chat icon

In the same panel, under Greeting video, you have two ways to add a clip of yourself, up to sixty seconds either way. The bubble on your website shows the first fifteen seconds silently, on a loop; the whole greeting plays with sound when a visitor taps the play button inside the widget. Thirty to sixty seconds is plenty for an introduction. Recording here produces the lightest file. If you upload, keep it under 40 MB; smaller loads faster for every visitor.

Record a greeting opens a window with your camera already running, so you can start straight away from your browser or phone. Wave at the camera for a couple of seconds, then say hi and what you help with. The recording stops itself at sixty seconds, and you can watch it back and record again before you use it. If your browser blocks the camera, allow it in the address bar and try again.

Upload a video lets you use a clip you already have, filmed on your phone or made by an agency. It needs to be a video file (MP4 or MOV work best), under sixty seconds and under 40 MB. Anything longer or larger is refused before it uploads, so it costs you nothing to try. Portrait or square looks best, because the bubble crops to a circle.

Once it has processed (about a minute), the bubble on your website becomes a looping, silent video of you with a Let's talk button beneath it. The loop is the first fifteen seconds, so visitors never wait on the tail of a long greeting. When a visitor taps it, the widget opens with your greeting still playing silently, now the whole clip, under a play button. Nothing makes a noise on their website until they press it, and when they do, your greeting starts from the beginning with sound. Visitors who have reduced motion turned on see a still frame with the same play button, and while a new video is processing your website keeps showing the previous bubble.

Bubble label sets the words on that button. Leave it blank for "Let's talk", or type your own, up to twenty characters. The bubble is sized so the whole label shows.

You can replace or remove the video at any time, and swap between recording and uploading whenever you like. Companies without a greeting video keep the standard chat icon.

What the visitor sees under the greeting

They do not have to watch the video first. From the moment the widget opens, under it the visitor sees one short form: their name, their mobile, and an optional message. Nothing else is offered until they fill it in, except Book a time if you have an appointment calendar set, because the appointment page collects its own details anyway.

That is deliberate. It means every website conversation arrives with a name and a number attached, so even the ones nobody gets to are still a lead you can call back.

When they submit it:

their message (or "Sam would like to chat" if they left it blank) starts the conversation in your chat inbox;
your team gets one notification, and if you have Text me when an enquiry lands on, one text to the forward mobile on your main number;
they appear on your Leads board straight away, with a Website chat source and their details in the notes.

The wait, and what happens if nobody replies

The visitor then waits. Seconds before visitors are offered an appointment or a call back decides how long, from 30 seconds up to ten minutes. If one of your team replies in that window, nothing else happens: it is a normal chat.

If nobody replies in time, the widget says "Nobody is free right now." and offers Book a time and Request a call back. If you are closed, those options appear straight away rather than making the visitor watch a timer.

If the AI assistant is on, none of this applies: the assistant answers instead, on its own takeover delay, and the visitor never sees the scripted line. Two exceptions, both deliberate: if the assistant hands the conversation to a human, the visitor's wait starts again from that moment so your team gets the full window; and if the assistant cannot answer at all, because you have hit your daily AI conversation limit for example, the visitor is offered the appointment and call-back options rather than being left waiting for a reply that is not coming.

Request a call back

Nothing rings. The visitor is telling you they want a call, not starting one. When they tap it:

your team gets a second notification, and a second text if alerts are on;
their lead is marked for follow up now and its source changes to Website call back;
they get a text from your main number confirming that the team will ring them. With the AI assistant on, that text opens a conversation the assistant can answer for the next two days; without it, replies simply reach your SMS inbox.

Each visitor number can open at most two of these a day, and each company at most twenty.

Text me when an enquiry lands

This sends one text to the forward mobile on your main phone number whenever a website enquiry or call-back request comes in, on top of the in-app notification. It needs a phone number connected under Company, Communications, Phone with a forward mobile set on the main number. If either is missing, or that mobile has replied STOP, the setting says so instead of quietly doing nothing.

One thing to expect: because the text goes to your own mobile through your own number, it also appears in your Conversations inbox as a thread with your mobile. That is normal, and you can ignore it.

Alerts are capped at 30 a day per company, and at one per visitor per ten minutes, so a visitor tapping twice does not buzz you twice.

Older websites

The form arrives with an updated snippet. If your website is still serving a cached copy of the old one, visitors keep the previous panel (Chat with us, Call now, Book a time) until it refreshes. Nothing breaks either way, and you do not need to do anything.

Call now

The widget also offers Call now: on the greeting for older websites, and alongside Book a time and Request a call back once the form has been filled in. There is nothing to switch on. If your chat bubble is showing and your main number forwards to a mobile, visitors can ask for a call. The visitor's name and mobile carry over from the form, so all they do is confirm. Your main phone number then rings its forward mobile with a short heads-up ("Website visitor Sam is calling from your website"), and when you pick up, the visitor's phone rings and the two of you are connected. The visitor sees the company number as the caller.

If nobody picks up within about twenty seconds, or the request arrives outside your business hours, the visitor is offered Book a time instead. Every request also creates a lead on your Leads board with the visitor's name and number.

Call now needs a phone number connected under Company, Communications, Phone with a forward mobile set on the main number: that forward mobile is the phone that rings. Without one, visitors simply never see the button, and the Chat widget panel tells you so. Calls run through your own Twilio account and are billed there like your other calls. Each visitor number can request at most two calls a day, and each company at most twenty, to keep the button from being abused.

When nobody can pick up

If the call is not answered, could not be placed, or was requested after hours, the visitor gets a text from your main number within moments. With the AI assistant on, the text introduces the assistant and the conversation carries on by SMS: it answers only from your FAQ, offers real times from your appointment calendar and books them, for up to two days. Reply to the visitor from your SMS inbox at any point and the assistant stops; your reply joins the transcript. Without the assistant, the visitor gets one text with your appointment link and an invitation to reply.

Every text goes from your own Twilio account. A visitor who has replied STOP is never texted, and each number receives at most one follow-up a day.

Installing it on your website

In the same panel, under Install on your website, click Copy snippet and paste it into your site just before the closing body tag. The same snippet also lives in the Embed widget dialog on the Leads page.

It works on any website: WordPress, Squarespace, GoHighLevel pages, or anything hand-built. There's no container element to place: the bubble positions itself in the bottom-right corner, and on phones the open chat fills the screen.

If your site sets a Content Security Policy, allow frames from https://marketli.app.

How chats reach your team

Each website conversation appears in your chat inbox named Webchat, alongside your normal conversations. See Conversations.
During your business hours, new visitor messages send your team the usual push notifications.
Outside business hours the messages still arrive in the inbox, but without the middle-of-the-night buzz.
When a visitor leaves their name and email or phone, they appear on your Leads board with a Website source and the chat transcript in the lead's notes. See Capturing leads.
With a video greeting, every conversation starts from the form above, so the lead lands the moment the visitor submits it rather than when they happen to share their details.

The AI assistant

With the assistant on, the widget answers by itself in two situations: whenever you're closed (per the business hours below), and during open hours when nobody on your team has replied within the takeover delay you set.

The assistant is deliberately narrow. It can:

answer only from the FAQ entries you write in the chat widget setup, nothing else;
offer appointment times and book the visitor into the appointment calendar you choose;
take the visitor's details as a lead and hand the conversation to your team.

It introduces itself as an AI assistant, and it will not give financial advice, quote rates, or estimate borrowing power. Questions like that are deflected to a booked call. Every AI conversation is visible in your chat inbox, so you can read exactly what it said.

What the assistant needs before it can be turned on

Business hours: set in the chat widget setup. They decide when the assistant takes over, so the toggle refuses to save without them.
An appointment calendar: pick one of your enabled calendars; that's where the assistant books visitors. See Appointment calendars.

The FAQ is the assistant's entire script

Treat the FAQ editor as the list of things you're happy for the assistant to say on your behalf, up to 30 question-and-answer pairs. If a visitor asks something that isn't covered, the assistant offers an appointment or takes a message instead of guessing.

The daily limit

The Daily AI conversation limit caps how many conversations the assistant handles per day. Past the cap, the widget still works: it just takes messages for your team instead of answering itself.

Business hours

The hours you set here are the widget's definition of open and closed: they control when visitors see "we're currently closed", when messages push to your team, when the assistant takes over, and whether a visitor is offered an appointment or a call back straight away. They're separate from any individual teammate's appointment availability.

If you set no business hours at all, the widget treats you as always open.