Chat widgets enable real-time conversations on your website. Visitors can ask questions, get help, and resolve issues without leaving your site. Modern chat widgets go beyond basic messaging by including AI agents that handle inquiries autonomously.
The most effective chat widgets combine conversational AI with visual guidance capabilities. Instead of just telling users what to do, they can show them exactly where to click and guide them through complex workflows on-screen.
This guide compares leading chat widget options and their capabilities for autonomous support.
Chat Widget Comparison
Fullview: Chat Widget with AI Agents and Visual Guidance
Fullview provides a chat widget designed for software companies where users need more than text-based answers. The widget includes AI agents that can both answer questions conversationally and show users exactly what to do in your application with on-screen visual guidance.
Unlike traditional chat widgets that rely on human agents or basic chatbots that only provide text responses, Fullview's AI agents understand your product interface through DOM analysis and can guide users through complex workflows with highlighted elements and step-by-step instructions.
Key capabilities:
Conversational AI Agents Built In
- Build AI agents from your documentation and knowledge base
- No-code interface for training and customization
- Handles inquiries autonomously 24/7
- Customizable personality and tone of voice
- Topic management to control agent responses
- Works through standalone Fullview widget or existing Zendesk/Intercom chat
Visual Guidance Capabilities
- DOM analysis to understand your product interface in real-time
- On-screen walkthroughs with element highlighting
- Step-by-step visual instructions for complex workflows
- Contextual help based on user location in application
- Shows users what to do instead of just telling them
- Only chat widget with built-in visual guidance
Easy Agent Building
- Connect knowledge bases (Zendesk, Intercom, Salesforce, HubSpot)
- Upload documentation files directly
- Scan help center websites for content
- Playground mode for testing before deployment
- Iterative improvement based on usage
- Deploy in minutes without developer resources
Smart Escalation
- Automatic session replay capture for all conversations
- Cobrowsing for live screen sharing when needed
- Full console logs and technical context
- Complete conversation history maintained
- Seamless handoff to human agents
- Escalates to your existing helpdesk with full context
Deployment Flexibility
- Use as standalone chat widget on your website
- Deploy through existing Zendesk or Intercom chat
- Works across web and mobile interfaces
- Customizable appearance to match brand
- API access for custom integrations
Pricing:
- Free plan: 50 conversations/month with core features
- Growth plan: Usage-based starting at $96/month for 200 conversations ($0.48 per conversation)
- Custom plan: Advanced features, dedicated success manager, SLA guarantees
- 14-day free trial includes all Growth plan features
- 20% discount on annual billing
Add-ons:
- AI Analytics: $189/month for support performance insights
- AI Replays: $199/month for automatic interaction recordings
- Cobrowsing: Custom pricing for real-time screen sharing
Best for: Software companies where users frequently need help with product functionality. Teams who want autonomous AI support with the ability to show users what to do, not just tell them.
Why teams choose Fullview: Most chat widgets offer text-based support only. Fullview combines conversational AI with visual guidance, making it the only chat widget that can show users exactly where to click and how to complete tasks in your application. When escalation is needed, human agents receive complete context including session replays and console logs.
Intercom Messenger: Unified Customer Messaging
Intercom Messenger combines chat with customer messaging across web, mobile, and email. The widget focuses on contextual communication tied to user behavior and product usage.
Key features:
- Real-time messaging with customers
- Basic AI chatbot capabilities
- Customer segmentation for targeted messaging
- Product tours and in-app messages
- Integration with Intercom's support platform
- Proactive messaging based on user behavior
Pricing: Starts at $39/seat/month. AI features available on higher tiers starting at $99/seat/month.
Best for: SaaS companies using Intercom for customer messaging who want chat integrated with marketing and support.
Zendesk Chat: Enterprise Live Chat Widget
Zendesk Chat provides live chat as part of the broader Zendesk support suite. The widget handles real-time conversations and integrates with Zendesk's ticketing system.
Key features:
- Live chat with human agents
- AI-powered automation for basic inquiries
- Proactive messaging triggers
- Multi-channel integration (web, mobile, social)
- Detailed analytics and reporting
- Integration with Zendesk support tools
Pricing: Starts at $55/month. Part of Zendesk Suite which starts at $69/agent/month.
Best for: Enterprise teams already using Zendesk for support who want integrated live chat capabilities.
Drift: Sales-Focused Chat Widget
Drift emphasizes conversational marketing and sales rather than support. The widget qualifies leads, books meetings, and routes conversations to sales teams.
Key features:
- AI chatbots focused on lead qualification
- Meeting scheduling automation
- Sales pipeline integration
- Conversation routing to sales reps
- CRM integration (HubSpot, Salesforce)
- Analytics on lead conversion
Pricing: Starts at $2,500/month for full conversational marketing features.
Best for: B2B companies focused on sales and lead generation rather than customer support.
Tawk.to: Free Live Chat Widget
Tawk.to offers free live chat with unlimited agents. The widget provides basic chat functionality without AI automation or advanced features.
Key features:
- Unlimited agents at no cost
- Live typing preview
- Visitor monitoring
- Chat transcripts and history
- Mobile and desktop apps
- Basic customization options
Pricing: Free for core features. Optional paid add-ons include hired chat agents ($1/hour) and advanced customization ($19/month).
Best for: Small businesses needing basic live chat without recurring costs. Requires human agents to be available for responses.
Freshchat: Multi-Channel Messaging Widget
Freshchat by Freshworks provides chat with basic AI capabilities and omnichannel messaging. The widget connects with WhatsApp, Messenger, and other platforms.
Key features:
- AI chatbots with limited automation
- Omnichannel messaging across platforms
- Canned responses for quick replies
- Chat routing to agents
- Integration with Freshworks suite
- Mobile apps for agent access
Best for: Teams looking for multi-channel messaging with basic AI capabilities at mid-range pricing.
Tidio: Chat Widget for Small Businesses
Tidio combines live chat with basic chatbot functionality. The widget offers simple automation and integrations for small to medium businesses.
Key features:
- Live chat with visitors
- Basic chatbot automation
- Integration with Shopify and ecommerce platforms
- Visitor tracking
- Email integration
- Pre-built chatbot templates
Best for: Small ecommerce businesses needing basic chat and automation without extensive customization.
Why Visual Guidance Matters in Chat Widgets
Traditional chat widgets rely on text-based communication. Users describe their issues, agents respond with instructions or help article links, and users attempt to follow the guidance. This works well for simple questions but breaks down for complex product functionality.
Limitations of text-only chat:
- Users struggle to explain exactly where they're stuck
- Text instructions for multi-step workflows create confusion
- Screenshots and screen recordings require back-and-forth exchanges
- Agents spend time asking clarifying questions about location and context
- "Show me" requests cannot be fulfilled through text
Visual guidance capabilities solve these issues:
When users ask "how do I configure this setting," visual guidance shows them exactly where the setting is located, highlights the specific button or menu, and walks them through each step on their actual screen. This eliminates confusion and reduces resolution time significantly.
Real-world examples:
Product onboarding: Instead of sending a text-based guide, the chat widget shows new users exactly where to click to set up their account, highlighting each field and button in sequence.
Feature usage: When users ask "how do I export data," the widget guides them visually to the export menu, shows which format to select, and walks through the process step-by-step.
Troubleshooting: For issues requiring specific settings changes, visual guidance shows users exactly which toggles to adjust and where to find hidden configuration options.
Complex workflows: Multi-step processes become simple when users can see highlighted paths through your interface rather than trying to interpret text instructions.
Results teams see with visual guidance:
- 60-70% faster resolution on "how to" questions
- Reduced back-and-forth (average 2-3 messages vs. 7-10 for text-only)
- Higher customer satisfaction on self-service interactions
- Fewer escalations to screen sharing or human agents
- Better completion rates on complex workflows
Visual guidance works best for software products with complex interfaces, multi-step workflows, or features that users struggle to find through text descriptions alone.
How to Choose the Right Chat Widget
Evaluate your support needs
Choose basic live chat if:
- Your product is simple and intuitive
- Most questions can be answered quickly by human agents
- You have agents available during business hours
- Budget is extremely tight (consider Tawk.to)
Choose AI-powered chat if:
- You want 24/7 availability without staffing overnight
- Many questions are repetitive and documented
- You need to scale support without adding agents
- You want autonomous resolution for routine inquiries
Choose visual guidance chat if:
- Your product has a complex interface
- Users frequently get stuck on functionality
- "How to" questions dominate support volume
- Text instructions often create confusion
- You want to show users what to do, not just tell them
Consider integration needs
Standalone widget:
- Quick setup without dependencies
- Full control over appearance and behavior
- Works independently of other tools
- Fullview offers this option
Integrated with helpdesk:
- Conversations flow into existing ticketing system
- Maintains unified support workflow
- Leverages existing agent workspace
- Zendesk Chat and Intercom Messenger offer this
Hybrid approach:
- AI agents handle initial inquiries
- Escalation creates tickets with context
- Fullview can deploy through Zendesk/Intercom or standalone
Test before committing
Start with:
- Free trial or free plan to test functionality
- Deploy on a single page or product section first
- Measure response times and resolution rates
- Gather feedback from both customers and support team
- Compare conversation volume and quality across options
Most teams see clear results within 2-4 weeks of testing different chat widgets.
Frequently Asked Questions
What is a chat widget?
A chat widget is a small interface embedded on your website that enables real-time conversations with visitors. Modern chat widgets include AI agents that can handle inquiries autonomously, provide instant answers, and escalate to human agents when needed. They typically appear as a small bubble or icon in the corner of web pages.
Do I need AI in my chat widget?
AI-powered chat widgets handle routine inquiries autonomously, provide 24/7 availability, and scale support without adding agents. Teams handling high volumes of repetitive questions benefit most from AI capabilities. Small teams with simple products and low inquiry volume may find basic live chat sufficient.
What is visual guidance in chat widgets?
Visual guidance shows users exactly what to do in your application interface. Instead of text-based instructions, the chat widget highlights specific elements, buttons, or menus on-screen and walks users through tasks step-by-step. Fullview is currently the only chat widget with built-in visual guidance capabilities.
Can chat widgets integrate with helpdesk systems?
Most chat widgets integrate with helpdesk systems like Zendesk, Intercom, or Salesforce. Conversations can create tickets, and agents can respond through their existing workspace. Fullview integrates with major helpdesks and can also operate as a standalone widget.
How much do chat widgets cost?
Pricing varies significantly. Free options exist (Tawk.to for basic live chat). AI-powered widgets range from $19-99/seat/month. Enterprise solutions cost $55-2,500/month depending on features. Fullview uses conversation-based pricing starting at free (50 conversations/month) rather than per-agent pricing.
What's the difference between chatbots and AI agents in widgets?
Basic chatbots follow pre-programmed rules and handle simple FAQs. AI agents use natural language processing to understand context, pull from knowledge bases, and handle complex inquiries. Advanced AI agents like Fullview can also provide visual guidance and escalate with complete context when needed.
Can visitors use chat widgets on mobile?
Most modern chat widgets work on mobile browsers and apps. Responsive design ensures the widget displays properly on different screen sizes. Some platforms like Intercom and Zendesk also offer native mobile SDKs for in-app messaging.
Ready to add a chat widget with AI agents and visual guidance? Start with Fullview's free plan and see how conversational AI combined with on-screen guidance helps users resolve issues faster. Deploy as a standalone widget or through your existing Zendesk or Intercom chat. Start free trial
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