Part of our guide: Why is my website not getting enquiries?.
Written by Dan Sagar, FoundationsAI. Updated October 2026.
Many people look for a tradesperson or service in the evening and at weekends, when you're not answering. Web chat gives them a quick way to get in touch without picking up the phone. To work after hours, the chat needs to either take their details and promise a reply first thing, or use an AI assistant that can answer common questions and book them in. A chat box that nobody answers is worse than none.
Live chat vs AI chat
| Live chat | AI chat | |
|---|---|---|
| Who replies | You or your team | An AI assistant trained on your business |
| Hours | Only when someone's free | Day and night |
| Good at | Complicated questions | Common questions, taking details, booking |
| Risk | Unanswered chats | Getting things wrong if it isn't set up carefully |
How to set it up well
- Ask for a name and phone number or email early, so you can reply even if they leave.
- Set expectations out of hours: "We're off the tools now. Leave your details and we'll call you first thing."
- Send chats to the same inbox as your calls, texts and emails, so nothing gets missed.
- Text them a reply, so the conversation continues after they've left your website.
- If you use AI, give it clear rules and your real prices and areas, and have it hand over to you for anything it isn't sure about.
Common questions
Is web chat worth it for a small business?
Yes, if someone or something answers it. An unanswered chat box makes you look closed.
What happens if someone messages at 10pm?
Either they get an instant reply promising a call back first thing, or an AI assistant answers their questions and books them in.
Does web chat replace a contact form?
No. Some people prefer forms, some prefer chat, and some prefer to call. Offer all three.
Can web chat messages go to my phone?
Yes. On FoundationsAI, chats land in the same inbox and mobile app as your calls, texts and emails. Conversation AI, which replies for you out of hours, is included on Pro and Managed.
Want to see it working?
Book a 45-minute demo. See also our guide: why is my website not getting enquiries?