Nestled Live Chat

Description

Nestled puts a chat bubble on your site. The assistant answers the questions you get every day — shipping, returns, opening hours, sizing — using answers you wrote, and passes anything it was not taught to you, with the visitor’s page history already on screen.

This plugin is the installer. It holds your website key and loads the widget in your site’s footer. Everything else — the inbox, the wording, the colours, the knowledge base — lives in your Nestled dashboard.

What you get on the site

• An assistant that answers from your knowledge base and refuses rather than improvising.
• A shared inbox for your team, with the pages each visitor viewed and where they came from.
• A live list of who is on the site right now.
• Proactive messages scoped to particular pages, or to the moment somebody moves to leave.
• Colours, corner style, position and every visitor-facing word, edited beside a live preview.
• An iOS and Android app, so you can answer from your phone.

What it does not do

Said here rather than discovered later:

• It is not a help desk. There are no ticket queues, no customer portal and no CSAT reporting.
• It does not read your WooCommerce orders. The assistant can be given order or customer details if your own server signs them into the page; short of that, order questions go to a person.
• No WhatsApp, Instagram or Messenger. Website chat, email and SMS land in one inbox; Meta channels do not.
• Nestled is a hosted service. A free account is needed for the widget to work, and there is a paid plan beyond the trial.

Account required

The widget is served by Nestled, which is a hosted product. You will need an account at nestled.chat — fourteen days free with everything switched on, and no card until you decide.

External services

This plugin loads a script from Nestled, a third-party service, so that the chat widget can run on your site. Without it the plugin does nothing.

What is loaded

The loader https://widget.nestled.chat/embed.js is added to the footer of your public pages, carrying only the website key you entered on the settings screen. If you run Nestled on your own server, the settings screen lets you point this at your own domain instead.

What is sent, and when

Nothing is sent from your site until a visitor’s browser loads that script. From then on, and for as long as the widget is on the page, Nestled receives:

• the page addresses the visitor viewed while the widget was loaded, and the address they arrived from;
• their IP address, and a coarse location derived from it;
• a browser-generated visitor identifier, stored in that visitor’s browser;
• anything a visitor types into the chat, and any details you or your own server choose to send about them.

Where session replay is enabled on your plan, a recording of the visitor’s page is buffered only while one of your agents is actively watching it, and is not kept afterwards.

No data is sent from your WordPress admin, and this plugin sends nothing of its own — it adds no analytics and makes no requests from your server.

Terms

• Service provider: Nestled — https://nestled.chat
• Terms of service: https://nestled.chat/terms
• Privacy policy: https://nestled.chat/privacy

Because the widget processes your visitors’ personal data, you are the controller of that data and Nestled processes it on your behalf. Check the privacy policy against your own obligations before switching it on.

Technical details