Find your fit
Who it is for
It suits a business that wants staff to answer website questions while a visitor is browsing. A small team can start with a basic chat presence, then decide whether it needs proactive invitations, departments, multiple agents or several sites. The visitor can still leave an offline message when agents are outside configured hours.
Live Chat is the primary category. Formilla markets AI bots, popups and automated messages too, but a buyer should judge the first rollout by how easily a visitor reaches a person and how the team handles and hands off a conversation. Plan and add-on rights for the extra tools should be checked separately.
The work it supports
Core capabilities
Formilla’s website chat widget can be added through supported site integrations or plugins; its guidance names WordPress, Shopify and Wix among the options. Set up the widget on a test page first, check desktop and phone placement, and make sure it does not hide checkout or contact controls.
An agent sees incoming visitor chats in the dashboard and can reply directly. The vendor also describes agent mobile apps with push notifications. A team should test real notification behavior during staffed hours and decide who covers the inbox when the primary agent is away.
Canned messages and keyboard shortcuts help agents answer repeated questions. Keep them current and have an agent read the visitor’s actual question before sending a saved answer. When another specialist is needed, a chat can be transferred with a private note so the next agent receives context.
The widget can be adjusted for site colors, text, language and agent presentation. Hours of operation can show the chat offline and collect an email submission in the inbox. Test both online and offline states so visitors know whether they are speaking to a person now or leaving a message for later.
Real-time monitoring can show a visitor’s current page and broad location information, and an agent may invite that visitor into a chat. Proactive chat also supports a timed invitation. A respectful pilot should check the timing and frequency on busy pages; these features do not by themselves establish that outreach improves conversion.
Departments can organize agents by function and control which group receives chats from a particular widget. This is useful when sales and support have different questions. Test a handoff between groups and what happens if the intended group is offline before relying on routing rules.
Understand the offer
Pricing and getting started
Standard Free is listed for one agent with unlimited live chats. The detailed comparison says Free is limited to five canned messages. It can support a basic staffed chat, while advanced monitoring, multiple agents and proactive features require a closer plan comparison.
The pricing page displays Premium at $13.99 per month and Professional at $39.99 per month, both based on a yearly term paid in full. Premium lists one agent, proactive chat and unlimited history; Professional lists two agents, visitor monitoring, file sharing and multiple-site installation. The captured price card does not specify a currency code, so confirm the annual upfront total, currency, taxes and site/agent rights at checkout.
Enterprise is custom-priced with a displayed starting figure of $299.99 per month. That figure is not a quote for a particular team. Ask about included agents, implementation, support commitments, usage and any other contracted services before comparing it with the self-serve tiers.
The site advertises a 15-day trial without a credit card. Additional agent seats can cost extra, and the starred bot offerings are add-ons with chat allowances and possible overage costs. Confirm bot access, usage and renewal terms if automation is part of the budget; do not assume the plan card alone pays for AI conversations.
If AI Helper Bots are enabled, Formilla’s privacy policy says customer and team messages may be sent to OpenAI for response generation. Review that processing path and any sensitive-data restrictions before activating a bot on a real visitor channel.
Look a little closer
Before you choose
A controlled evaluation can place the widget on a noncritical page, send fictional visitor questions, try a saved answer, transfer the chat and leave an offline message. Check mobile layout, notifications, transcript context and the team’s response ownership. Keep real customer messages out of a casual trial.
Before choosing a tier, count active agents, websites, chat volume and any bot usage. Verify whether visitor monitoring, proactive invitations, departments and file sharing are included for the selected plan, and compare the quoted annual charge with the value of those specific workflows. If AI is enabled, include the privacy-policy data path in the review.
5 distinct sources behind this profile. Research observed Oct 21, 2026. Features and offers can change.
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