Never Lose a Lead with GHL’s Offline Chat Widget Update

The latest update to the chat widget adds something every agency and business needs—clarity during a network drop.

Before this change, if a user lost internet during a chat, there was no sign anything was wrong. They could type a message, hit send, and it would just disappear. Frustrating for the user. Bad for business.

With the new offline chat widget features, that’s no longer the case. Here’s what’s different:

• A clear message now shows: “Reconnecting to chat…”
• The message input is temporarily disabled so users can’t send messages that won’t go through
• Once the internet reconnects, the chat automatically pulls in any missed messages sent while offline

It’s a smoother experience for everyone involved. Your leads don’t feel ignored, and your team doesn’t lose track of conversations. It’s a small fix, but it solves a big communication problem.

Most people don’t notice a connection drop right away. They just keep typing. But when messages don’t send, the chat experience falls apart fast.

That’s why the offline chat widget update matters. It gives users a heads-up when the internet drops. They see the banner. They know the chat isn’t working at the moment. More importantly, it keeps them from sending messages that won’t go through.

This helps in two big ways:

• Your leads don’t feel ignored. They know the delay is a connection issue, not bad service.
• You get back into the conversation quickly without missing anything.

For agency teams, it means fewer dropped leads and less confusion. For solo users, it means your chats stay on track, even when the Wi-Fi doesn’t. And for your clients? It’s one less reason to bounce from your site.

The offline chat widget features work in the background. You don’t need to turn anything on or update settings to get started. But if you haven’t setup a chat widget on your site here’s how to do it and how to check this new offline chat widget feature.

To start, make sure you are logged in to your GoHighLevel sub-account.

The Chat Widget is a powerful tool to engage with visitors on your website. To set it up, you’ll need to navigate to the correct section within your account.

1.1 Click on the “Sites” menu item.

• Access the “Sites” section of GoHighLevel.
  • You’ll now be in the “Sites” section, where you can access the “Websites” tab from the top menu.

1.2 Click on the “Websites/Funnels/Store” menu link.

2.1 Select any of your existing websites/funnel/store.

2.2 Click on the “Settings” tab located at the top of the editor.

2.3 Find the chat widget field and select your existing chat widget.

2.4 Click the “Save” button.

3.1 Open your website in a new browser tab.

3.2 Start a new conversation by typing a message in the chat widget.

• Send a message to initiate the chat.

3.3 Turn off your internet connection.

3.4 Observe the message inside the chat widget.

• You will see a message that says, “Attempting to reconnect to chat…”.
• You will also notice that the message input field is now disabled, preventing you from typing any new messages. This is a crucial part of the offline awareness feature, as it avoids sending messages that won’t be delivered, and instead, ensures a seamless experience for your visitors. This is how you can successfully test the offline chat widget awareness feature.

The offline chat widget is built to work on its own, but a few extra steps can make it even more useful.

Here are some quick tips to help you get the most out of it:

• Let your team know what to expect. Make sure they understand how the chat works when a visitor’s internet drops. It helps them respond with more clarity and less confusion.
• Test the widget yourself. Try going offline and reconnecting so you know how it feels from the visitor’s side.
• Customize your messaging. If your brand tone is more casual or more formal, you can adjust your offline alerts and chat responses to match. This keeps the experience smooth and on-brand.
• Monitor chat volume. Keep an eye on your conversations during peak hours. If leads tend to drop off, this feature might be catching more than you think.
• Use a simple automation follow-up. You can set a workflow to check in with anyone who disconnects during chat, just in case they don’t return right away.

These small steps make the offline chat widget even more valuable. It’s not just about preventing issues. It’s about showing your visitors you care about their time and experience.

For most teams, chat is a first point of contact. When it breaks, the conversation usually does too. The offline chat widget update helps fix that problem before it starts.

If you’re running an agency, this update can improve how your clients experience your brand. You’ll lose fewer leads during high-traffic hours and avoid confusing chat gaps.

If you’re a solo business owner, it adds a safety net. You might not always know when your internet drops, but now your chat won’t miss a beat.

Here’s what it changes:

• Leads know when the chat isn’t working, so they don’t blame your team
• You stay in control of the conversation, even after a drop
• The chat syncs missed replies so you don’t have to chase messages

This kind of small upgrade makes a big difference over time. Better chats lead to better trust. Better trust leads to more booked calls and follow-ups.

The offline chat widget might seem like a small change, but it solves a real problem. When a visitor loses their internet, the chat tells them what’s going on. It keeps them from sending messages that get lost and picks up the conversation once things are back online.

That means fewer dropped chats, less confusion, and more chances to keep the conversation going. For agencies, it’s one more way to deliver a smoother experience. For solo users, it’s one less thing to worry about.

If you haven’t tested the new feature yet, give it a try. Start a chat on your site, turn off your Wi-Fi for a moment, and watch what happens. It’s simple, clear, and it works.Have you used the offline chat widget yet? Let us know how it’s working for you. And check out more updates here at GHL Growth Garage to stay ahead of the curve.