How to configure and use the live chat call back widget


What does the callback widget do?

Lots of businesses, especially high ticket sales will ultimately need to speak with their customers on the phone to close a sale.

Our live chat software comes with a built-in Callback widget. Once you engaged the visitor using our proactive chat popups and had an initial conversation, once the visitor is happy they can connect with your chat agent on the phone in just 2 clicks. Our integrated callback widget will connect your chat agents and your customer on the phone in 45 countries.

You can watch our explainer video below showing how to set up and use the callback feature on your website or read below to see more about getting set up and how to add extra callback credit.


What countries does the live chat callback widget work in?

Our call feature currently connects with landline and mobile phones in 45 countries as listed below.

  1. Argentina
  2. Australia
  3. Austria
  4. Belgium
  5. Brazil
  6. Bulgaria
  7. Canada
  8. Chile
  9. Christmas Island
  10. Cocos Island
  11. Colombia
  12. Cyprus
  13. Czech Republic
  14. Denmark
  15. Estonia
  16. Finland
  17. Aland Islands
  18. France
  19. Germany
  20. Hong Kong
  21. Hungary
  22. India
  23. Ireland (numbers with 1512 prefixes are not supported)
  24. Israel
  25. Italy
  26. Kazakhstan
  27. Lithuania
  28. Luxembourg
  29. Malta
  30. Mexico
  31. Netherlands
  32. New Zealand
  33. Peru
  34. Poland
  35. Portugal
  36. Romania
  37. Russia
  38. Slovakia
  39. Singapore
  40. South Africa
  41. Spain
  42. Sweden
  43. Switzerland
  44. United Kingdom
  45. United States

The callback feature will still work in other countries if the customer chooses computer audio, however, your live chat agent receiving the call must have a phone number with a prefix associated with one of the countries listed above.


How do I set up the callback feature on my business website?

Navigate to your admin area, select the widget you wish to edit and choose Settings.

Click on Agent Settings and under “Configure Chat Agents” you will see a list of all chat agents assigned to that widget.

Click on the orange Edit icon.

List of live chat agents assigned to a website without the call back function

You will be presented with a popup box to edit the chat agent details for this particular widget.

You can then enter the phone number for the live chat agent. This is usually a direct number for the live chat agent. In the example below, we’ve entered +447961234567.

It is important to enter the number in this format using the country code first, following by the phone number (excluding the first 0). Other formats will not work. If we had entered 07961234567 instead, the callback widget would not know what country that phone number belongs to and any calls would fail. Likewise entering 00447961234567 or +4407961234567 may also fail. 

Adding a phone number on handlr live chat call back widget function on the business website

Once you have done this, click on Save. You will now see a small phone icon next to the edit button of that agent.

List of live chat agents assigned to a website


If you have more than one widget, you can repeat these steps on your other widgets.


How will my customers use the callback feature on my website when they’re already on live chat?

The callback feature is fully integrated into the live chat platform.

It’s easy for your customers to use. Once a chat has started, and assuming you’ve set up the callback function, your customers will see a button in the bottom right of the live chat box. By default, this is labelled “Call Me” however you can change this default text using our design studio.


Callback widget built into Handlr live chat software on handlr live chat box

They’ll then be presented with two options.

  1. The customer can connect using their computer audio anywhere in the world or,
  2. They can enter their phone number to connect with you on the phone in 45 countries in just a few seconds!

Handlr live chat call back widget connects via computer audio or on the phone in 45 countries.

With both options, they’ll be able to instantly connect with you on the phone for an even more personal conversation.


What happens if someone clicks call me?

Our live chat platform will automatically pause your chat agent so no new chats come in while they’re on the phone with your customer. As soon as the call ends it will show the live chat agent available, ready to capture more high-quality leads.


Will the website visitor be able to see the live chat agents phone number?

The website visitor will not see the live chat agents phone number and vice versa. If the live chat agent wishes to obtain the visitor’s contact number for future use, they should ask the visitor either over the live chat or on the phone call when connected using our callback widget.


And how much extra does the call back widget cost?

The callback widget feature comes as standard on our Plus and Premier live chat plans. The plus plan comes with 500 minutes per month and the Premier plan comes with 1000 minutes per month.

You can add additional call back widget minutes from your account here.


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