Search by keyword, such as: divert, calls, chats …

Live Chat

Amazing people, briefed by you to look after live chat on your website whenever you can’t.

A guide to auto-translate for Live Chat

Moneypenny now has the technology to automatically recognise your customer’s language and seamless…

A guide to our Facebook Messenger integration

Moneypenny is now able to handle your Facebook Fan Page or Facebook Business Page chats, just as we …

Increasing and decreasing your chat volume

Every business will want something different from live chat; from capturing new enquiries, answering…

Intro to Live Chat

What is Live Chat? Live chat is a means of communication used by businesses and organisations to cha…

Business benefits of Live Chat and how to mak…

What are the business benefits of live chat? There are numerous commercial benefits to utilising liv…

Guided browsing for live chat

This article aims to give an overview of the Guided Browsing feature that redirects the visitors pag…

Routing proactive chats

This article will provide a broad overview of how routing by tag works for proactive chats. Imagine …

Everything you need to know about analytics

In this article we’ll go through commonly asked questions about the analytics tab. Moneypenny chat…

Routing manual chats

This article will hope to provide a full overview of how routing by tag should work for reactive cha…

Attracting more customers with live chat

The aim of this article is to give you tips to get more customers through live chat!  Turbo charge …

Using Moneypenny agent links

In this article we’ll explain which agent links can be set up to display in Hub for referencing. A…

The benefits of using post chat surveys

In this article we’ll discuss the Agent Survey feature; a post chat survey which can allow your vi…

A guide to Live Chat analytics

This article will provide a wide overview of analytics. The Moneypenny chat system has been designed…

Dashboard overview

This article will go through the layout of every part of the Admin Dashboard and how to set each bit…

Reactive chats – Routing by Tag

This article will explain how to use Routing by Tag.  Routing by Tag is considered an advanced feat…

Guide to labels

Here we’ll present you with an overview of label reports. What is the Labels Report? This is a hel…

Chat commands

This article will show an overview of useful commands to be used with Moneypenny chat. These command…

The basics of rule configuration for Proactiv…

The great thing about Proactive Chat is how versatile it can be, but this does mean it can get prett…

The benefits of proactive chats

In this article we’ll have a look at why Proactive Chat is more effective than Site Monitoring. Si…

An intro to Javascript

This article will lay out how to set up dynamic proactive messages. Dynamic Proactive (and bot) mess…

How to use Live Chat Shortcuts

One of the many reasons customers (and businesses) love to use Live Chat is for its fast response ti…

How to use Labels in Live Chat

Using Labels is an effective way to boost your customer’s Live Chat experience.  Labels enable yo…

Transferring chats and understanding Ban and …

Transferring a chat  Transferring a live chat to another team member is easy. Simply click on the T…

Getting the most out of your weekly stats

In this article we’ll give you an overview of what exactly Weekly Stats are and how they can help …

Rule Types for proactive chat

Understanding the benefits of proactive chat: Having proactive chat on your website is an excellent …

Using Moneypenny Agent Links

In this article we’ll explain which agent links will display in the Hub to be used for referencing…

The Moneypenny Difference

Our co-founders recognised from the outset the importance of making Moneypenny a trailblazer in its …

Taking chats guide

Take a tour through the chat section of your portal. From alerts and security to shortcuts and stati…

Top tips to maximise Live Chat on your website
Top tips to maximise Live Chat on your websit…

From customising the design of your chat widget to activating proactive chats, you have total contro…

What are proactive chats and why should I use them?
What are proactive chats and why should I use…

In a nutshell, proactive chats are an incredibly powerful tool and will add value to your website. T…

How Moneypenny PAs resolve chats on your behalf
How Moneypenny PAs resolve chats on your beha…

Our Moneypenny PAs will quickly become one of your most precious tools. We don’t like to brag,…

An overview of the Live Chat admin portal

Your portal holds anything and everything you need to set-up and customise your Live Chat. It couldn…

Starting a chat from a link on a webpage

It’s easy to pick and choose exactly where you want Live Chat to appear around your website. E…

How to customise your Live Chat widget

Creating the perfect chat widget for your website couldn’t be simpler. And, what’s great…

Live Chat – your most powerful website tool
Live Chat – your most powerful website …

Our amazing people manage live chat on your website whenever you need. Bright and confident people c…

How do I set up Live Chat software?

Adding Live Chat software to your website is surprisingly simple; it only takes a few minutes. You w…

How to track Live Chat in Google Analytics

Moneypenny’s Live Chat portal is a great place to see all the chats that have taken place on your …

Removing Live Chat on mobile devices

We’ve made it super easy to do this, so even if you’re not an expert it will make sense.…

Creating a link that takes your client straig…

Many of our clients want to link to their chat widget directly from an email. This takes the visitor…

A guide to auto-translate for Live Chat

Moneypenny now has the technology to automatically recognise your customer’s language and seamless…

A guide to our Facebook Messenger integration

Moneypenny is now able to handle your Facebook Fan Page or Facebook Business Page chats, just as we …

Increasing and decreasing your chat volume

Every business will want something different from live chat; from capturing new enquiries, answering…

Intro to Live Chat

What is Live Chat? Live chat is a means of communication used by businesses and organisations to cha…

Business benefits of Live Chat and how to mak…

What are the business benefits of live chat? There are numerous commercial benefits to utilising liv…

Guided browsing for live chat

This article aims to give an overview of the Guided Browsing feature that redirects the visitors pag…

Routing proactive chats

This article will provide a broad overview of how routing by tag works for proactive chats. Imagine …

Everything you need to know about analytics

In this article we’ll go through commonly asked questions about the analytics tab. Moneypenny chat…

Routing manual chats

This article will hope to provide a full overview of how routing by tag should work for reactive cha…

Attracting more customers with live chat

The aim of this article is to give you tips to get more customers through live chat!  Turbo charge …

Using Moneypenny agent links

In this article we’ll explain which agent links can be set up to display in Hub for referencing. A…

The benefits of using post chat surveys

In this article we’ll discuss the Agent Survey feature; a post chat survey which can allow your vi…

A guide to Live Chat analytics

This article will provide a wide overview of analytics. The Moneypenny chat system has been designed…

Dashboard overview

This article will go through the layout of every part of the Admin Dashboard and how to set each bit…

Reactive chats – Routing by Tag

This article will explain how to use Routing by Tag.  Routing by Tag is considered an advanced feat…

Guide to labels

Here we’ll present you with an overview of label reports. What is the Labels Report? This is a hel…

Chat commands

This article will show an overview of useful commands to be used with Moneypenny chat. These command…

The basics of rule configuration for Proactiv…

The great thing about Proactive Chat is how versatile it can be, but this does mean it can get prett…

The benefits of proactive chats

In this article we’ll have a look at why Proactive Chat is more effective than Site Monitoring. Si…

An intro to Javascript

This article will lay out how to set up dynamic proactive messages. Dynamic Proactive (and bot) mess…

How to use Live Chat Shortcuts

One of the many reasons customers (and businesses) love to use Live Chat is for its fast response ti…

How to use Labels in Live Chat

Using Labels is an effective way to boost your customer’s Live Chat experience.  Labels enable yo…

Transferring chats and understanding Ban and …

Transferring a chat  Transferring a live chat to another team member is easy. Simply click on the T…

Getting the most out of your weekly stats

In this article we’ll give you an overview of what exactly Weekly Stats are and how they can help …

Rule Types for proactive chat

Understanding the benefits of proactive chat: Having proactive chat on your website is an excellent …

Using Moneypenny Agent Links

In this article we’ll explain which agent links will display in the Hub to be used for referencing…

The Moneypenny Difference

Our co-founders recognised from the outset the importance of making Moneypenny a trailblazer in its …

Taking chats guide

Take a tour through the chat section of your portal. From alerts and security to shortcuts and stati…

Top tips to maximise Live Chat on your website
Top tips to maximise Live Chat on your websit…

From customising the design of your chat widget to activating proactive chats, you have total contro…

What are proactive chats and why should I use them?
What are proactive chats and why should I use…

In a nutshell, proactive chats are an incredibly powerful tool and will add value to your website. T…

How Moneypenny PAs resolve chats on your behalf
How Moneypenny PAs resolve chats on your beha…

Our Moneypenny PAs will quickly become one of your most precious tools. We don’t like to brag,…

An overview of the Live Chat admin portal

Your portal holds anything and everything you need to set-up and customise your Live Chat. It couldn…

Starting a chat from a link on a webpage

It’s easy to pick and choose exactly where you want Live Chat to appear around your website. E…

How to customise your Live Chat widget

Creating the perfect chat widget for your website couldn’t be simpler. And, what’s great…

Live Chat – your most powerful website tool
Live Chat – your most powerful website …

Our amazing people manage live chat on your website whenever you need. Bright and confident people c…

How do I set up Live Chat software?

Adding Live Chat software to your website is surprisingly simple; it only takes a few minutes. You w…

How to track Live Chat in Google Analytics

Moneypenny’s Live Chat portal is a great place to see all the chats that have taken place on your …

Removing Live Chat on mobile devices

We’ve made it super easy to do this, so even if you’re not an expert it will make sense.…

Creating a link that takes your client straig…

Many of our clients want to link to their chat widget directly from an email. This takes the visitor…

Live Chat – A website without Live Chat is like a shop without an assistant

Case Studies


JMW

Lee McGovern, Partner, explains how the Top 100 law firm tackled the Covid-19 pandemic head on with …


Northside Truck & Van – Mercedes-B…

John Davis, Head of Marketing, shares how the award-winning Mercedes-Benz dealership benefits from M…


Stephensons Solicitors LLP

Sarah Boustouller, Head of Marketing and Partner, shares how the leading law firm captures every web…


Ellacotts

Sharon Bratton, Marketing Manager, shares how the UK200Group firm provide premium client service wit…


Keatons Estate Agents

Claire Mardle, Executive Assistant, explains how the market-leading property experts are always one …


Stenprop

Simon Ross, Head of Asset Management, shares how the commercial property specialists have improved s…


Right at Home

Natalie-Jane East, Managing Director, shares how the experts in care secure every website enquiry wi…


Bluebird Care

Dean Martin, National Marketing Manager, shares how the specialists in home care have captured more …


Leesman

Flavio Caroselli, Client Services Director, shares how the workplace specialists use call & live cha…


AdvanceTrack Outsourcing

Vipul Sheth, Founder, tells us how the accountancy outsourcing specialists are there for their custo…


Leeds Law Society

Rachel Windle, Head of Operations, shares how one of the UK's most respected legal societies has imp…


Farleys Solicitors

Reta Rose, Marketing Manager, shares how the leading firm are available to clients on all platforms …


JMW

Mike Bloor, Business Supervisor & Senior Associate, shares how the Top 100 firm has increased their …

EweMove


EweMove

Multi-award winning estate agency EweMove are market leaders and recognised all around the country. …


Rowlinsons Solicitors

Andrew Graves, Managing Director & Solicitor, tells us why Live Chat is so important to their custom…


Lanyon Bowdler

Amanda Jones, Marketing Director, shares how the legal experts have every base covered with Telephon…


Urban & Rural

Craig Reynolds, Owner, describes how the independent estate agency's valuations are higher than ever…

Pearl Accountants


Pearl Accountants

Award-winning practice Pearl Accountants came on board with Moneypenny’s Telephone Answering s…


Chamberlains

James Cooper, Director, explains how the premier estate and letting agents offer a consistent servic…


Parker Bullen Solicitors

Gareth Horner, Managing Partner, explains how the legal experts benefit from the flexibility of Live…


Autotech Recruit

Faye Drage, HR & Operations Manager, shares how the specialist recruitment agency have increased the…


Chinneck Shaw

Lizzie Burt, Marketing Manager, tells us how the top estate agency know they're in safe hands with T…


Mercury Car Centre

Neil Hutchinson, Owner, tells us how the accredited service and repairs garage have revolutionised t…

Live Chat

FAQs

How Live Chat works
How do I add Live Chat to my website?

All you need to do is add a small piece of code to your website. It’s that simple. From this point, whenever a visitor enters into a live chat on your website, that chat will pass automatically to a Moneypenny PA: all the time or just when you’re unavailable. Briefed by you when you join us, they will either resolve your visitor’s request there and then or (having sent the request to you immediately via email) reassure them that you’ll be in touch straight away.

What message details will be sent over to me?

We’ll aim to resolve the majority of chats there and then based on the information we have put together with you. For anything else we’ll send you the full chat transcript including details on how to get back in touch with the visitor.

How do you know who to send chats to?

We’ll work with you to create tags so we can monitor the types of chats that are coming in. Each of these tags will have emails associated to them so that they’re sent to the right person in your company to deal with.

How does the overflow service work?

It’s simple. When you’re logged in, chats will be directed straight to you. If you sign out, make yourself unavailable, or reach your chat limit, any new chats will be looked after by Moneypenny.

Can I customise my chat window?

Yes, you can. We make sure your chat window design works with your website when you join us. Going forward, you are able to make any further changes yourself via your secure portal.

Can I have proactive chats?

Absolutely – they’re the best way to maximise the value of having Live Chat on your website. We work with you to set these up when you join us. After this time, you can switch this facility on or off as and when required.

Does Moneypenny keep a log of my past chats?

Yes – these are available for you to view via your Live Chat portal.

Working with your Moneypenny PA
How do you get to know my business?

The more we know about your business, the better we can serve your customers. Whenever you want to update us or make any changes, we’re only a call or email away. You also have access to your own secure portal. From here you can amend canned responses you’ve suggested we use, view reports, look through historic chats, update how Live Chat looks on your website and much more.

Transparent pricing
Am I tied into a long-term contract?

No – once you’re signed up there’s a three month minimum contract. Thereafter, we require only one month’s notice to close your account from the date of your next invoice.

Do I pay for all chats?

No – we define a chat as a minimum of 4 interactions. This is to make sure that you’re only paying for chats that are relevant to you.

Out of hours
What happens out of hours?

From 6.00pm until 8.30am the next morning, we can either remove the chat button from your website or turn the chat button into a ‘Leave a message’ form. For Live Chat support outside of these hours, talk to us about our evening and weekend and 24/7 solutions.

We give you amazing people and technology:

Telephone
Answering

Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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