Brevo Chat: How to Use Live Chat, Chatbots, and Conversations

Someone lands on your website. They have a question. They look around for answers. They don’t find what they need. They leave. And you never even knew they were there.

This happens constantly. Visitors come and go without ever reaching out. Contact forms feel too formal. Email takes too long. Phone calls require too much effort. But a little chat bubble in the corner of the screen? That’s easy. That’s instant. That’s how people actually want to communicate in 2026.

Brevo chat solves this problem. It puts a live chat widget on your website so visitors can reach you in seconds. Add chatbots to handle common questions automatically. Connect all your channels — WhatsApp, Facebook, Instagram, email — into one inbox. Your team responds faster. Visitors get help immediately. And more of those anonymous visitors become actual leads.

In this guide, I’ll show you everything about Brevo chat. How it works, what features you get, and how to set it up on your site. Whether you need simple customer support or advanced lead qualification, this covers it all.

What Is Brevo Chat?

Brevo chat is part of Brevo’s Conversations platform. It’s a complete messaging system that lets you communicate with website visitors and customers in real-time. The core feature is a live chat widget you embed on your website. But it goes much deeper than basic chat.

Think of it as mission control for customer conversations. Everything happens in one place. Someone messages you on your website — it appears in your inbox. Someone sends a WhatsApp message — same inbox. Facebook Messenger, Instagram DMs, email — all unified. Your team doesn’t jump between apps. They see everything in one view.

The platform launched with basic live chat in 2023. Since then, Brevo added chatbots, AI-powered features, phone integration, and advanced routing. By December 2025, it earned a 4.6 out of 5 rating from users who highlight the multichannel ease.

Here’s what the Brevo Conversations platform includes:

• Live chat widget for real-time website support
• Chatbots for automated FAQ handling and lead capture
• Universal inbox consolidating all messaging channels
• Visitor intelligence tracking behavior before they even message
• Aura AI agent for chat summaries and response refinement
• Cloud phone calls and meeting scheduling
• Smart routing to direct conversations to the right team members

The free plan offers unlimited chats. You read that right — unlimited. Basic live chat doesn’t cost anything. Advanced features like chatbots, ratings, and saved replies require the Pro plan at $15 per user per month.

For context, competitors like Zendesk charge $49 per month for similar features. Brevo delivers comparable functionality at a fraction of the cost. And since it integrates with Brevo’s email, SMS, and CRM tools, you get a complete marketing and support stack without juggling multiple platforms.

Businesses using Brevo chat report 2x higher engagement with visitors. Support teams cut response times by 50%. The live chat widget alone reduces bounce rates by 25% because visitors get answers before leaving.

Whether you run an ecommerce store needing quick customer support or a service business qualifying leads, Brevo chat handles both use cases effectively.

Brevo Chat Features

Brevo chat isn’t just a simple messaging widget. It’s a full-featured conversation platform with tools for automation, team collaboration, and performance tracking.

The feature set expanded significantly through 2024 and 2025. What started as basic live chat now includes AI-powered responses, conditional chatbot flows, phone integration, and queue management for high-volume teams.

The platform divides into several core areas. Live chat handles real-time conversations. Chatbots automate repetitive questions. The universal inbox unifies all channels. Visitor intelligence tracks behavior before conversations start. Analytics measure team performance.

Each feature connects to the others. A visitor triggers a chatbot, which qualifies them as a lead, which routes them to a sales agent, whose conversation syncs to the CRM. The pieces work together.

Let me break down the two most important features: the live chat widget and chatbot automation.

Live Chat Widget for Your Website

The live chat widget is the most visible part of Brevo chat. It’s a small bubble that appears on your website, inviting visitors to start a conversation. When they click it, a chat window opens. They type their question. Your team responds in real-time.

Simple concept. Big impact.

The widget is fully customizable. You control the colors, position, welcome message, and branding. Match it to your site’s design so it feels native, not like a third-party add-on. The chat bubble can sit in the corner or trigger based on specific conditions.

Proactive prompts increase engagement. Instead of waiting for visitors to click the widget, you can trigger messages automatically. Someone spends 30 seconds on your pricing page? Pop up a message: “Any questions about our plans?” Someone visits three product pages? Ask if they need help choosing. These prompts reduce bounce rates by 25% on average.

Mobile support works both ways. Visitors can chat from their phones without issues — the widget is fully responsive. And your team can respond from anywhere using Brevo’s mobile app. You’re not tied to a desk to provide support.

Real-time communication means no waiting. Unlike email where responses take hours, live chat happens instantly. Visitors get answers while they’re still on your site, still interested, still ready to buy. That immediacy converts more visitors into customers.

Key features of the live chat widget include:

• Customizable design and branding
• Proactive chat triggers based on behavior
• Mobile-responsive for visitors
• Mobile app for agents
• Typing indicators showing when agents respond
• File sharing within conversations
• Chat ratings for quality feedback
• Offline message collection when team is unavailable

The widget integrates with Brevo’s CRM automatically. When someone chats, their conversation history attaches to their contact record. Your team sees previous interactions, purchase history, and relevant details. Every conversation has context.

For businesses serious about customer experience, live chat is no longer optional. Visitors expect instant answers. The Brevo chat widget delivers them.

Chatbots and Automated Replies

Live chat is powerful. But your team can’t be online 24/7. And answering the same questions repeatedly wastes time. That’s where chatbots come in.

Brevo’s chatbot feature automates common interactions. You build conversation flows that handle FAQs, capture lead information, and qualify visitors — all without human involvement. When someone needs a real person, the bot hands off seamlessly to your team.

The numbers make the case. Chatbots save 40% of agent time by handling repetitive questions automatically. That’s nearly half your support workload handled before a human even gets involved.

FAQ automation is the most common use case. Visitors ask the same questions over and over. What are your hours? How does shipping work? What’s your return policy? A chatbot answers instantly, every time, without tying up your team.

Lead capture forms work naturally within chat. Instead of sending visitors to a separate form, the bot asks questions conversationally. What’s your name? Email? What are you looking for? The information flows directly into your CRM. It feels like a conversation, not a form submission.

Conditional flows add intelligence. Based on answers, the chatbot takes different paths. Someone interested in Product A gets different follow-ups than someone asking about Product B. High-value prospects route directly to sales. General questions route to support. The bot qualifies and directs automatically.

Building chatbots in Brevo uses a visual flow editor. You don’t write code. You create conversation steps, add response options, and set conditions. Connect it to your live chat so handoffs happen when needed.

Business hours automation handles after-hours traffic. When your team is offline, the chatbot takes over completely. It answers what it can, collects contact information for follow-up, and sets expectations for when a human will respond.

Trigger-based messages start chatbot conversations automatically. Visitor viewed three products without adding to cart? Trigger a chatbot offering help. Someone on the checkout page for two minutes? Ask if they have questions. These triggers catch visitors at decision moments.

The Pro plan at $15 per user per month unlocks full chatbot capabilities. Free users get basic automated replies but not the complete flow builder.

For SMBs handling high chat volumes, chatbots are essential. They extend your team’s capacity without adding headcount.

Universal Inbox and Multichannel Messaging

Your customers don’t use just one channel. They message on WhatsApp. They comment on Facebook. They DM on Instagram. They email. They chat on your website. Managing all of these separately is chaos.

Brevo’s universal inbox solves this. Every conversation from every channel appears in one view. Your team works from a single interface. No switching between apps. No missing messages because someone forgot to check Instagram.

The channels that consolidate include:

• Website live chat
• WhatsApp Business
• Facebook Messenger
• Instagram Direct Messages
• Email
• SMS

When a customer reaches out through any of these, the message lands in the same inbox. Your team responds from one place. The customer gets their reply on whatever channel they used. It’s simple for them and efficient for you.

Conversation history stays unified too. If someone emails you, then later chats on your website, you see both interactions together. There’s no “sorry, can you explain that again?” because you have full context from every touchpoint.

CRM sync connects conversations to customer profiles. Brevo automatically links messages to existing contacts. Their chat history, purchase behavior, and contact details appear alongside the conversation. Your team knows who they’re talking to before typing a single response.

Team collaboration features keep everyone aligned. Assign conversations to specific agents. Leave internal notes for teammates. Transfer chats between team members without the customer noticing. Everyone stays on the same page.

The omnichannel approach matters more than ever in 2026. Customers expect to reach businesses however they prefer. Forcing them into one channel frustrates them. Meeting them where they are builds loyalty.

For ecommerce stores, multichannel support is especially valuable. Someone asks about a product on Instagram. Someone else has a shipping question via WhatsApp. Another needs help through website chat. All handled from one inbox, all efficient.

The universal inbox is included on all Brevo chat plans, including free. You don’t pay extra for multichannel consolidation. That’s a significant advantage over competitors that charge per channel or limit free users to website chat only.

Visitor Intelligence and Lead Capture

Here’s where Brevo chat gets smarter than basic live chat tools. Visitor intelligence tracks what people do on your website before they ever start a conversation. That information powers better interactions and higher conversions.

When someone browses your site, Brevo tracks their behavior. Pages viewed. Time spent. Products browsed. Buttons clicked. By the time they message you, you already know what they’re interested in.

Behavior-based triggers use this intelligence automatically. Set rules that fire chat prompts based on specific actions. Someone views your pricing page twice? Trigger a proactive message offering to explain your plans. Someone adds a product to cart but doesn’t checkout for three minutes? Ask if they have questions.

These triggers boost conversions by 30% on average. You’re reaching visitors at exactly the right moment — when they’re engaged but need a push.

Visitor tracking shows real-time activity. See who’s on your site right now. Watch what pages they’re viewing. Identify repeat visitors versus new ones. This visibility lets your team prioritize high-intent visitors.

Pre-chat forms capture information before conversations begin. Ask for name and email upfront so you have lead data even if they abandon the chat. Ask qualifying questions to route conversations correctly. Someone selecting “Sales inquiry” goes to sales. Someone selecting “Support” goes to support.

Lead qualification happens within the chat flow. Through questions — asked by humans or chatbots — you identify who’s worth pursuing. What’s their budget? What’s their timeline? What problem are they solving? This information flows into your CRM for follow-up.

The integration between chat and CRM is key. Captured leads don’t sit in a separate system. They become Brevo contacts with full conversation history attached. Your sales team sees exactly what was discussed. Marketing can add them to relevant email sequences.

For service businesses especially, visitor intelligence transforms chat from reactive support into proactive sales. You’re not just answering questions. You’re identifying opportunities.

Real-world results speak clearly. Teams using Brevo’s visitor intelligence and proactive triggers report 2x higher engagement compared to passive chat widgets. Response times drop 50% because agents have context before conversations start.

The visitor intelligence features are included on all plans. Even free users get behavior tracking and basic triggers. Pro users get advanced analytics and routing capabilities.

How to Set Up Brevo Chat

Setting up Brevo chat takes about 15 minutes. The process involves adding a widget to your website, customizing its appearance, and configuring automation rules. No coding experience required.

Before starting, make sure you have:

• A Brevo account (free works fine)
• Access to your website’s backend or CMS
• A clear idea of what you want the chat to accomplish

The setup happens in two phases. First, you install the chat widget on your site. Second, you configure chatbots and automation to handle conversations when you’re busy or offline.

Brevo’s Conversations platform lives within your main Brevo dashboard. You access it from the same place you manage email campaigns and contacts. Everything connects — chat conversations sync to contact profiles, leads flow into your CRM, and you can trigger email follow-ups based on chat interactions.

The widget itself is lightweight. It won’t slow down your website. Brevo loads the chat script asynchronously, meaning your page content appears first. Visitors won’t notice any performance hit.

For WordPress sites, the installation is especially simple. Brevo offers a dedicated plugin that handles everything. Other platforms require pasting a code snippet, which sounds technical but really isn’t. Copy, paste, done.

Mobile responsiveness is built in. The widget automatically adjusts for phone screens. Your visitors get a smooth chat experience regardless of device. And your team can respond from anywhere using Brevo’s mobile app.

Let me walk through each step in detail.

Installing the Brevo Chat Widget

Here’s the step-by-step process to add the Brevo chat widget to your website.

Step 1: Access Conversations in Brevo

Log into your Brevo account. Look for “Conversations” in the main menu. This is the dedicated section for chat features. Click to enter.

If it’s your first time, Brevo will prompt you to set up the chat widget. Follow the guided setup or access widget settings directly from the Conversations dashboard.

Step 2: Customize your widget appearance

Before installing, design how your widget looks. Brevo offers several customization options:

• Color scheme: Match your brand colors
• Widget position: Bottom right or bottom left of the screen
• Welcome message: What visitors see before starting a chat
• Agent avatars: Show real photos or use default icons
• Chat bubble text: Custom text like “Need help?” or “Chat with us”

Spend a few minutes making the widget feel native to your site. A branded experience builds trust. Generic widgets feel impersonal.

Step 3: Get your installation code

Once customized, Brevo generates your unique embed code. This is a JavaScript snippet specific to your account. Copy the entire code block — don’t modify it.

Step 4: Add code to your website

For most websites, paste the code just before the closing </body> tag on every page where you want chat to appear. This ensures the widget loads after your main content.

For WordPress users: Install the official Brevo plugin from the WordPress repository. Activate it, connect your Brevo account with your API key, and enable the chat widget. The plugin handles code placement automatically.

For Shopify users: Add the code to your theme’s theme.liquid file, just before </body>.

For other platforms: Most website builders have a “custom code” or “footer scripts” section in settings. Paste the code there.

Step 5: Verify installation

Visit your website in a new browser window. The chat widget should appear in the corner you selected. Click it to ensure the chat window opens properly. Send a test message to confirm it reaches your Brevo inbox.

Step 6: Configure availability

Set your team’s online hours. When agents are available, visitors see “online” status. Outside those hours, the widget can show offline messaging or trigger a chatbot instead. Configure these rules in the Conversations settings.

The installation is complete. Your website now has live chat.

Configuring Chatbots and Automation

With the widget installed, you can add automation to handle conversations even when your team is unavailable. Chatbots extend your capacity without adding headcount.

Accessing the chatbot builder

In the Conversations dashboard, find the chatbot or automation section. Brevo uses a visual flow builder for creating bots. You see your conversation as a flowchart, with each step connected to the next.

Building a basic FAQ bot

Start with common questions your visitors ask. What are your hours? How much does shipping cost? What’s your return policy? Create a menu-style bot that presents these options.

Step 1: Add a welcome message. “Hi! How can I help you today?”

Step 2: Create quick-reply buttons for common topics. “Shipping,” “Returns,” “Pricing,” “Talk to a person.”

Step 3: For each topic, add the corresponding answer. Keep responses concise but complete.

Step 4: Include an option to reach a human at every stage. Some visitors want a real person immediately.

Lead capture flows

Beyond FAQs, chatbots excel at capturing leads. Build a flow that asks qualifying questions:

• “What brings you here today?”
• “What’s your name?”
• “What’s the best email to reach you?”
• “What’s your biggest challenge with [your product category]?”

Each answer saves to the contact profile in Brevo’s CRM. Your sales team gets qualified leads with context, not just random email addresses.

Setting up triggers

Triggers start chatbot conversations automatically based on visitor behavior. Common trigger configurations:

• Time on page: Visitor spends 30+ seconds → trigger welcome message
• Page-specific: Visitor views pricing page → offer to explain plans
• Exit intent: Cursor moves toward closing tab → ask if they found what they needed
• Scroll depth: Visitor scrolls 75% of page → invite them to chat

Configure triggers in the automation settings. Set conditions, choose which message or bot to trigger, and activate.

Business hours automation

Create different experiences for online versus offline hours. When agents are available, the widget connects to live chat. When offline, the chatbot takes over completely.

The offline bot should:

• Answer common questions
• Collect contact information for follow-up
• Set expectations: “Our team will respond within 24 hours”

Routing rules

For teams with multiple agents, routing directs conversations appropriately. Set rules based on:

• Topic selection (sales vs. support)
• Page the visitor is on
• Customer status (new vs. returning)
• Agent availability and workload

Smart routing ensures visitors reach the right person quickly. No bouncing between departments.

Chatbot features require the Pro plan at $15 per user per month. Free users get basic automated replies but not the full flow builder.

Brevo Chat Pricing and Plans

Brevo chat pricing is straightforward. The free plan is surprisingly generous. Paid plans add advanced features at competitive prices.

Free plan includes:

• Unlimited live chat conversations
• Chat widget customization
• Mobile app for agents
• Universal inbox (all channels)
• Visitor tracking
• Basic automation
• CRM integration

Unlimited chats on free is significant. Most competitors limit conversation volume on free tiers. Brevo doesn’t. You can handle thousands of chats monthly without paying.

Pro plan at $15 per user per month adds:

• Full chatbot builder with conditional flows
• Customer satisfaction ratings
• Saved replies for faster responses
• Advanced analytics and reporting
• Conversation transcripts
• Priority support
• Aura AI agent for chat summaries and tone matching

The per-user pricing means you pay for each team member who handles chats. A small team of three agents costs $45 per month total. That’s still far cheaper than alternatives.

Comparison with competitors:

Brevo offers the best value for SMBs. You get unlimited free chats plus affordable advanced features. Zendesk and Intercom cost 3-5x more for comparable functionality.

Bundling with Brevo Marketing Platform

If you already use Brevo for email marketing, chat integrates naturally. Conversations sync with your contact database. Chat-captured leads enter email sequences automatically. You don’t pay for separate platforms.

The Marketing Platform plans (Starter at $9, Business at $65) include access to Conversations. You still pay per-user for Pro chat features, but the integration comes included.

What most businesses need

For basic customer support, the free plan works indefinitely. You get live chat, multichannel inbox, and visitor tracking at no cost.

For lead qualification and automation, Pro at $15 per user makes sense. Chatbots save 40% of agent time. That efficiency pays for itself quickly.

For high-volume teams, the analytics and routing in Pro become essential for managing workload effectively.

Enterprise pricing is available for organizations with specific needs — custom integrations, dedicated support, advanced security requirements.

FAQs About Brevo Chat