Live chat for a small business page
How to add live chat to your small business page, who should answer it, and what it does for the visitor who has one question before they buy or book.
Live chat used to be something only bigger shops bothered with. It meant a monthly subscription, a widget to paste into a website, and somebody sitting at a dashboard waiting for messages. For a café, a salon, a holiday cabin or a one-person shop, that was never worth it.
The visitor with a question hasn’t changed, though. They want to know if you’re open on Sunday, if the size runs small, if you deliver to their town. If the answer isn’t on the page, the easiest thing for them to do is leave.
A Keepp page has chat built in, so the question gets asked and answered on the page itself.
What it looks like to a visitor
A round chat button sits in the bottom right corner of your page. The visitor taps it, leaves their email, and types their question. If you’ve added questions of your own, such as which product they’re asking about, those come first.
Their email is how your reply reaches them if they leave before it arrives. When you answer after they’ve gone, they get one email with your reply and a link back into the same conversation.
Who answers
This is the part that makes live chat workable for a small business. You don’t have to be at a screen.
- The AI can answer. It reads your page, including your products, prices, booking options, opening hours and links, plus a note you write with anything else customers ask about. It answers from those and nothing else, and when it doesn’t know, it says so and flags the chat for you.
- You can answer, from Telegram. Each chat arrives in a Telegram group of yours as its own thread, and you reply from your phone.
- Or the AI answers first and passes the chat to you when the visitor asks for a person.
A good way to start is with the AI answering and a solid note, then read the conversations for a week to see which questions it gets right.
What to put in the AI’s note
The note is where live chat earns its keep. Write down the questions you already answer every week, with your real answers:
- delivery areas and times
- returns and refunds
- what’s included in a booking or a stay
- parking, access, pets, children
- anything seasonal, like holiday hours
Keep it plain. The AI quotes from it, so an answer written the way you’d say it to a customer comes out the same way.
A few examples
A salon. Most questions are about which treatment suits which hair, and how long each takes. The treatments and prices are on the page; the owner’s note adds how long each one takes and whether a patch test is needed.
A holiday cabin. Guests ask about check-in times, pets and parking before they book. The owner answers those once in the note and hands over anything about unusual dates.
A small shop. Buyers ask about sizes and shipping. The product blocks already carry sizes and prices, so the AI answers from those.
Setting it up
Chat is part of the Influencer plan. You switch it on in Chat → Settings, choose who answers, and add the chat block to your page in the editor. The full walk-through is in Set up chat, and the chat page shows each way of answering side by side.