Wix offers two chat solutions to help you connect with your site visitors: Wix Chat and Wix Smart Chat. Wix Chat lets you have conversations with visitors through real-time messaging handled entirely by you and your team. Wix Smart Chat also supports live conversations, but adds an AI chat that can automatically answer questions based on your site content and the training you provide.
Soon, Wix Chat will no longer be supported. This article explains what is changing and what Wix Smart Chat can do compared to Wix Chat.
Understanding what is changing
Wix Chat will no longer be available to install from the Wix App Market. It will also stop receiving updates and ongoing support.
If you already use Wix Chat on your site, you can continue using it. However, new improvements and features are being added only to Wix Smart Chat. We recommend switching to Wix Smart Chat, which includes both a manual (live) chat and an AI chat in one app.
Exclusive features in Wix Smart Chat
Wix Smart Chat adds AI and advanced tools on top of a regular live chat. You manage everything from a central dashboard, where you can control the AI, see what visitors ask about most, and get recommendations. The capabilities below are only available in Wix Smart Chat:
AI capabilities
Answer questions 24/7 using your site content: The AI automatically replies to visitor questions based on your site pages and content, so questions about your products, services, or policies are handled even when you are not available.
Shape what the AI knows with training rules: Teach the AI your business policies and internal knowledge, and decide which topics it can and cannot answer.
Exclude sensitive or outdated pages: Choose which pages the AI should ignore, so it does not use content that is not relevant or should not be shared.
See what the AI is using: Use the AI Data Coverage page to see exactly which site content is included in the AI’s knowledge.
Test and improve answers: Test the AI in your dashboard before going live, and give feedback on individual answers to improve them over time.
Match your brand voice: Set the AI’s identity and style, so its tone and persona fit your brand.
Use free AI conversations: Get a free quota of AI conversations so you can try AI chat before upgrading.
Availability and scheduling
Choose who answers and when: Decide for each time slot if AI, manual chat, or both handle conversations, so you can mix automated help with personal support.
Hide the widget when you are offline: Completely hide the chat widget when you are unavailable, instead of only showing an offline message.
Learn more about availability modes.
Visitor experience
Guide visitors with quick topics: Show suggested questions that help visitors start a conversation with the AI.
Use page overviews for better answers: Display a short summary for the page the visitor is on, so the AI can give more relevant, page‑specific answers.
Show who is replying: Use separate avatars for AI and manual chat, so visitors can see when they are talking to AI and when they are talking to a person.
Control when chat opens: Set auto‑open behavior so the chat opens automatically on certain pages or in specific situations.
Answer in visitors’ languages: Let the AI reply in the language the visitor uses, based on the content it has learned.
Suggest the right product or service: Let the AI identify what visitors need and suggest relevant products, services, or pages.
Learn more about Wix Smart Chat settings.
Analytics and insights
Track AI and manual chat performance: See stats for both AI and manual chat conversations so you can understand engagement and response quality.
Learn from visitor needs: Get insights from conversation trends that highlight what visitors ask for most, so you can improve your site and your business.
Learn how to add Wix Smart Chat to your site.
Features not currently supported in Wix Smart Chat
Wix Smart Chat is replacing Wix Chat as the supported chat solution. However, Wix Smart Chat currently does not offer the following features that exist in Wix Chat:
Members Chat: Let site members chat directly with each other.
Rule-based automations: Using Wix Automations, send rule-based automatic replies triggered by specific conditions.
Translation support: Localize the chat interface into any language your site offers.
FAQs
Click a question below to learn more.
Can I use both Wix Chat and Smart Chat on the same site?
It is possible to have both apps on the same site, but it is not recommended. Having two chat widgets can confuse visitors, and the same messages may appear in both chats.
For a better experience, you should choose one chat solution. As Wix Chat will no longer be updated, we recommend removing Wix Chat and using Wix Smart Chat instead.
Do both chat tools cost the same?
Both apps are free to install. Wix Chat does not include AI features, so it is free to use for live chat with your site visitors.
Wix Smart Chat supports both AI chat and live chat:
AI chat uses a quota of AI conversations. You get a free amount of AI conversations, and upgraded plans include a higher quota.
Manual (live) chat in Wix Smart Chat is free to use. If you use only manual chat and do not use the AI features, you do not need to upgrade your plan.
Can I switch from Wix Chat to Wix Smart Chat without losing my chat history?
Yes. When you switch from Wix Chat to Wix Smart Chat, your existing chat conversations and history remain accessible in your Wix Inbox.
You need to set up your chat again in Wix Smart Chat, including your settings and design. Before switching, review your current setup so you can easily recreate the settings you like in Wix Smart Chat.
Does Wix Smart Chat work on mobile devices?
Yes. Wix Smart Chat works on mobile devices, just as Wix Chat does. You can chat with visitors on the go, while managing and updating your chat settings from your site’s dashboard.
What if I delete Wix Chat and later want to use it again?
Wix Chat will no longer be available in the Add panel or in the Wix App Market. However, if you previously had Wix Chat on your site, you could restore it by going to your site history and choosing a version of your site where Wix Chat was installed.
This article is credited to the Wix team - https://support.wix.com/ and we thank them for that!