Add a live chat (Crisp)

A live chat lets a visitor ask you a question at the moment they hesitate, instead of leaving your shop. Winslor integrates it with Crisp: you paste an ID, a chat button appears at the bottom of your shop, and you reply from Crisp, on your computer or in its mobile app. Allow 5 minutes.

Before you start

Crisp is a service independent of Winslor: you need an account, which you can create at crisp.chat. When you sign up, Crisp lets you try a paid plan (14 days at the time of writing); its free plan, which includes the chat on your website and the mobile apps, remains available afterwards, with no credit card required.

Crisp first asks how you want to run your support: choose Crisp (human first) if you answer your customers yourself, or Hugo (AI first) to let an AI agent handle most conversations. You can change or combine both later.

Connect Crisp to your shop

1. In Crisp, open the getting-started checklist, then the step that installs Crisp on your website.
2. Choose HTML: Winslor is not in the list, and HTML is the right choice.
3. Copy the code shown, all of it: Winslor only keeps your website ID, a series of letters and digits such as e93e073a-1f69-4cbc-8934-f9e1611e65bb. You can also find the ID on its own in Crisp’s settings, under ‘Workspace Settings’ → ‘Setup & Integrations’.
4. In your Winslor admin panel → Settings → Advanced, in the ‘Live chat’ section, paste it into the ‘Crisp website ID’ field, then save.
5. Open your shop: the chat button appears at the bottom right. Click it and send a test message: it arrives in your Crisp inbox.
6. Install Crisp’s mobile app to be notified of new messages.

Paste nothing other than what Crisp gives you: Winslor installs the code itself. It is normal for Crisp to consider its website installation step done only after the chat has been opened once on your shop: Winslor only loads Crisp on click.

What your customers see

• A button in your shop’s colours, at the bottom right. On mobile, it sits above the ‘Add to cart’ bar on product pages and the checkout bar of the cart, without covering them.
• It does not appear during checkout, so as not to distract a customer who is paying.
• On mobile, it waits until the visitor has answered the cookie banner, which takes up the bottom of the screen.
• The chat window opens on click, in the language of the page.
• If you reply after the customer has closed the window, a counter appears on the button during their next visits, for 30 days.
• If Crisp cannot load for a visitor (ad blocker, no connection), the button takes them to your contact page.

What you see in Crisp

When a customer opens the chat, Winslor sends Crisp the contents and total of their cart. If they are signed in to their account, Crisp also receives their name, their email address and their last order (number, date, amount), with two links to your admin panel: the order and the customer record. You find them next to the conversation, in Crisp. No address, phone number or payment data is sent, and nothing leaves until the customer has opened the chat.

On a shared computer, the chat starts over as soon as a customer signs out or another one signs in: nobody sees the previous customer’s conversation.

Speed and cookies

Crisp only loads when a visitor clicks the button: your pages are not slowed down, and nothing is sent to Crisp until someone opens the chat. That is why Winslor does not add it to the cookie banner: the chat is a service the visitor asks for themselves. This is our reading of the European cookie rules, not legal advice.

Crisp processes your customers’ messages, and the information sent above, on your behalf: mention it in your privacy policy (Storefront → Contents), with a link to its own. Automatic messages you schedule in Crisp only appear once Crisp has loaded, that is, after a first click.

Frequently asked questions

Can an AI answer for me?

Yes, with Crisp’s AI agent, Hugo, included in its paid plans with a volume of automatic replies that depends on the plan. It is set up entirely in Crisp: nothing changes in Winslor. As Crisp only loads on click, the agent answers once the visitor has opened the chat.

The button does not appear

Check that the ID is saved in Settings → Advanced, then reload your shop. On mobile, answer the cookie banner first. The button is never shown during checkout.

The button spins without opening the chat

The ID probably does not match any Crisp website: copy the code again from Crisp (step 3). After 15 seconds, the button becomes clickable again.

Can I use a tool other than Crisp?

Not for now. For the security of your shop and your customers, Winslor does not accept pasted code: each tool is integrated by us. If you use another chat tool, write to us from your Winslor account, under Support.