- Before you move, write down everything set up in your current chat: greetings, quick replies, agents, working hours.
- The move itself means replacing the chat widget code on your site. Your store does not stop for a single minute.
- Connect Telegram right away so no message gets lost in the first days.
- Warn your team and give them 10 minutes to practise on a test conversation.
Why stores switch
Every store has its own reasons, but these come up most often: people want a service with a Ukrainian interface and support, payment in hryvnias with an invoice for a sole proprietor (FOP) or a limited company, and features built for Ukrainian life: Nova Poshta (Ukraine’s largest delivery service), monobank and LiqPay, Prom and Rozetka, and working through air raid alerts and power outages.
The good news: a live chat is not a CRM (a customer and deal database) with ten years of data. The main value of a chat is the live conversations happening right now. So moving is much simpler than it seems, and you can do it on any weekday.
Step 1. Write down everything you have set up (5 minutes)
Before you delete anything, go through the settings of your current chat and copy what you will need into a simple document. Do it by hand — this way you also get rid of old templates that have piled up over the years.
What to write down
- Greetings and automatic messages. The text a visitor sees when they open the chat, and the messages that appear on specific pages.
- Quick replies. Copy the templates your team really uses. Skip the ones nobody has opened in six months.
- List of agents. Names, emails, who is responsible for what, who works which shift.
- Working hours and the text customers see outside those hours.
- Departments or groups, if you split conversations by topic.
- How the widget looks: colour, button position, button text.
- Integrations you use: messengers, CRM, analytics. Mark the ones you truly cannot live without.
What to do with chat history
If you need old conversations for reports or as a reference, check what history export options your current plan offers, and save what you need before you close the account. For daily work, old history is usually not critical: returning customers will simply start a new conversation.
Step 2. Sign up and set up the basics (5 minutes)
Create an account in the new chat. In Talkoly, after you sign up you get a 14-day trial with all features of the Pro plan, no card needed. So you can calmly test everything before choosing a plan.
Then follow your list from step 1:
- Paste the greeting text and the message for non-working hours.
- Set your working hours and the offline form: when nobody is available, the chat collects a phone number, Telegram or email.
- Move your quick replies. Start with the 5 you use most — the free Start plan includes exactly that many, and it is enough for the first days.
- Invite your agents and, if needed, create departments (on the Business and Pro plans).
- Choose the button colour and position so the widget looks familiar to your regular customers.
A full page comparing features: moving from Jivo.
Step 3. Replace the code on your site (2–3 minutes)
This is the most important step and also the easiest. Delete the old widget code and paste the new line before the closing </body> tag:
<script src="https://talkoly.com/w.js" data-site="ID" async></script>Instead of ID you will have your site’s identifier — your dashboard shows it. Where to put the code on popular platforms:
- WordPress / WooCommerce — install the ready-made plugin. It also passes the name, email and phone of a logged-in customer into the chat.
- OpenCart 3 — a ready-made OCMOD module. For OpenCart 4 and 2: Design → Theme Editor → common/footer.
- Horoshop (a popular Ukrainian store builder) — Settings → Integrations → “Additional code in <body>”.
- Prom.ua (a large Ukrainian marketplace; this applies to your own company site on Prom) — Settings → Site settings → “Code to insert”.
- Tilda — Site settings → More → HTML code in HEAD.
- Shopify — the theme.liquid file.
Detailed instructions for other platforms are on the plugins page and in the article how to install a chat on your website.
Important: do not keep both widgets on your site at the same time. Two chat buttons confuse customers, and some messages will go where you no longer look. After replacing the code, click “Check installation” in your dashboard and open the site in incognito mode to make sure the old button is gone.
Step 4. Connect Telegram (2 minutes)
The first days after a move are risky: agents are still getting used to the new panel and may miss a message. The simplest safety net is replying from Telegram. A new message from your site arrives in a Telegram bot, you reply to it, and the customer sees your answer in the chat on your site. You can connect your own bot via @BotFather and add it to your team’s group chat.
How to set this up and organise your team — in the article how to reply to website customers from Telegram.
Step 5. Warn your team
Technically the move takes minutes, but people need time to get used to it. Send your team a short message:
“Starting today, the chat on our site works through a new service. Log in to the panel using the link in your invitation email. Messages are also copied to Telegram. Quick replies have been moved, working hours are the same. Please, before lunch, send one test message from your phone and reply to it from the panel.”
The test conversation is a must. Let each agent write to the chat from their own phone as a customer and reply to themselves from the panel or Telegram. It takes two minutes and answers most questions.
What changes for your agents
The basic logic of a live chat is the same in every service: a list of conversations, a dialogue window, quick replies, handing over to a colleague. So nobody has to learn from scratch. Differences worth pointing out to your team:
- Replies from Telegram and from a phone. The panel can be installed on a phone as an app (PWA, a web app you add to your home screen) with push notifications. It is not an app from the App Store or Google Play.
- Who is on the site now. An agent sees visitors online: the page, city, traffic source — and can write first.
- Sales tools inside the conversation (on the Business plan): product cards from your Prom, Rozetka, Horoshop or Google Merchant feed, a monobank or LiqPay invoice marked “✅ Paid”, a Nova Poshta waybill (TTN) with its status.
- “Air raid” and “No power” modes. The chat explains to customers why a reply may be delayed and collects phone numbers. More in the article how to run a store during air raids.
After the move: the first week
- Day 1. Check that the old widget is gone from every page, including the cart and checkout.
- Days 2–3. Ask your agents which quick replies are missing and add them.
- Day 5. Review conversations that came in outside working hours: did the offline form work, did everyone get a call back?
- Day 7. Turn off or delete your account in the old service if everything works and the data you need is saved.
After the 14-day trial, your account automatically moves to the free Start plan, and your data is kept. If your team got used to Business or Pro features, compare them on the pricing page.
Frequently asked questions
Do I have to take my site offline during the move?
No. You simply replace one line of code. Only a few seconds pass between removing the old widget and adding the new one, and customers will not notice.
Will my chat history move over from Jivo?
Expect that it will not: the new chat starts with a clean slate. If you need the old history, save it using your current service’s tools while the account is still active.
Can I test first and move later?
Yes. Sign up, set up the chat and install the code on a test page or a separate site. The 14-day trial with all Pro features is enough to check everything, with no card required.
What if my site is not on WordPress or OpenCart?
The code works on any site where you can add HTML before </body>. Instructions for Horoshop, Prom, Tilda, Shopify and other platforms are on the plugins page.
