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Live chat vs  In-app messaging: Which Platform is perfect to Communicate in 2021?

Live chat vs In-app messaging: Which Platform is perfect to Communicate in 2021?

Parthiba Kumar 1290 28-Aug-2021

Live chat v/s in-app messaging, which would be your first preference?Many users mistake the true meaning these two communication platforms have.While both serve one common purpose, engagement. Their services to users highlight the difference.Live chat service and in-app messaging API are different, while one is catered to helping users find information, the latter aims to conduct any form of engagement.

So which of these platforms should you choose to cater to your needs? This blog will be your guide.

Live Chat: What You Need To Know 

When you visit a website, have you seen a window at the bottom of the page?That window is known as Live chat.Live chats are present to help users solve their queries.For instance say that you are visiting a website and have a doubt, instead of waiting long hours over call or email, live chat provides you instant support.

All you need to do is type in your query and the assigned chat agent will reply to you. The waiting time is less than 1-3 minutes depending on the brand.

Live chats are growing popular because they have become instant communications.Also, there are multiple live chat providers available in the market, but can this platform be considered as a real-time messaging API?

In-App Messaging API: What You Need To Know

Compared to Live chat, in-app messaging API is similar but as stated earlier, there is a difference.

For in-app chat API, users can engage with anyone anytime without having any restrictions.

An example would be with live chat, in order to engage with another user, both of them need to be present online to continue the conversation.

Live chat vs  In-app messaging: Which Platform is perfect to Communicate in 2021?

But in the case of in-app chat API, users can send the message and the user receiving it can reply to it anytime.

This in-app messaging API is growing popular because it is easy to get started with it.

All in-app chat API providers allow their users to create an instant messaging app designed to meet all their requirements.

Upon this creation, brands eliminate any bridges that create a gap between the user and their engagement.

Live Chat & In-app messaging: Where can you use the two?

When it comes to solving a query, Live chat is the preferred tool.The most popular example would be in customer support. Users engage in live chats in order to solve their related queries.

When it comes to in app messaging, the engagement isn’t limited to serve one purpose like Live chat.With in app messaging, users can engage with another user without any restrictions. For instance, if Adam sends a message to Paul, Paul can either reply to the message at the same time or after a few hours.

The in app messaging can be created with an in app messaging SDK and exhibited on any type of platform.To help you understand this better, we have listed their use cases.

Where can you implement Live chat?

1. To provide efficient Customer Support

How do you describe a good customer experience?There is a common understanding that users believe in.If the customer support is poor, users won’t come back or even recommend your brand to anyone.Users expect two things from a good customer support service, instant response and valuable information.Live chat proves to be the channel that can give them both.

2. To Conduct efficient User Engagement

Have you explored a website for a long time?When you spend too much time on a website, the chat windows appear to help you better.With Live chats, user engagements are valuable.The reason being live chat platforms aim to cater to the needs of doubtful users.The user simply inputs all their questions in the live chat window. The chat agent on the other end answers it till the user is satisfied and has no doubts.

3. To capture feedbacks for better brand growth

How do you improve your brand?The most common way brands do this is by taking inputs from their customers.Did you know that in live chat, the feedback option can be well incorporated?After a chat, the window can share certain feedback options.This could include star ratings, rankings, and more. With this information, brands can improve the way they engage with their potential leads to capture them better.

Where can you implement in-app Messaging SDK?

1. To engage with a social community

Communities are created for like minded individuals to come together to discuss their similar interests.Within app messaging, such social communities benefit from having private conversations with users or in a group.This makes it easy to engage and serves the purpose of the community created.

Live chat vs  In-app messaging: Which Platform is perfect to Communicate in 2021?

2. To engage instantly with multiple services

Communications also matter between a user and the service vendor.Whenever you avail a service, engagement with the service vendor can make the process easy.For instance, if you want to know the status of your package, engaging with the concerned delivery person will provide you the necessary details.

3. To make buying and selling activities a smooth breeze

When a buyer and seller wants to close a deal, are you aware of what can speed this process?Good engagement.Hence when a buyer and seller engages via in app messaging, the process is quicker and transactions are completed without hassles.

Live chat vs  In-app messaging: Which Platform is perfect to Communicate in 2021?

4. To connect better in remote activities

The pandemic has led us all to depend on the online world for solutions.Even with communications, remote engagement has become the norm.For instance, in healthcare using an in app messaging can help healthcare workers connect with individuals who are unable to visit a hospital. This would encourage better focus on health and reach out to a wider audience.

5. To make apps more efficient in engagement

Today we are surrounded by apps that make our lives easier.For instance, to book an appointment, the healthcare’s in-app messaging solution makes it easy.All the patient has to do is fill in the details of their availability and the schedule is confirmed.

Top 4 Features Live chat & In-App, Messaging Services Should Have

1. Sending Notifications

Do you know how to capture your user's attention when they're offline?Use notifications such as push notifications to garner their attention.Make use of the notifications to let your users be alerted by new messages and more

2. Capable to attach media files

As stated earlier, the reason for using messaging solutions is multiple.Hence ensure that you also add an option for users to attach media files when needed.For instance, when consulting a doctor about a rash, sending images of those rashes will help the doctor understand your condition better.

3. Providing a typing and awareness indicator

Have you seen the three dots that appear on a chat app?Those are signs that the user is typing.While this isn’t a mandatory feature required, it will assure the user that they will be receiving a response any minute now.

4. Ability to conduct group conversations

Another important feature every instant messaging tool should have is group conversations.While 1-1 engagements are present, group conversations are significantly rising in popularity.To name a few group actions are meetings, conducting sessions, connecting with closed ones, and more.

In-App Messaging: Which API Provider Should You Invest In?

While live chat is a great platform, multiple brands are now looking to create their in-app chat messaging suited to exhibit their brand better.

Hence if you’re one of them, the following in-app messaging APIs need to be added to your list. 

1. CONTUS MirrorFly

CONTUS MirrorFly is a self-hosted communication API that provides real-time chat, video, and audio calling for web and mobile apps.They provide multiple features dedicated to their in-app messaging API such as an end to end encryption, chat analytics, 100% customizable option, and more.From providing push notifications, file and screen sharing to group chats, CONTUS MirrorFly is a complete in-app messaging tool you need to get started right now.

2. Cometchat

Cometchat provides text chat and video calling for your website and apps.They're in-app messaging solution caters to multiple industries such as marketplaces, on-demand services, live streaming, and more.They provide two types of solutions which are Cometchat Go and CometChat Pro. The difference between the two is, one is for beginners and the other is for advanced users.

3. Apphitect. Ae

Apphitect. ae is a mobile development solution situated in UAE.They provide a complete messaging solution to build a chat app with real-time features.They also seamlessly integrate in-app messaging SDK and chat API for mobile and web apps.

4. Sendbird

Sendbird lets you enhance your app platforms by adding chat, voice, or video.
It provides users with an easy-to-use Chat API along with a fully managed chat platform that is best suited for beginners. They provide exceptional in-app messaging features such as power live chat support, intuitive agent interface, and more.


Communication plays a vital role in a brand’s growth.As learned above, the purpose, live chat, and in-app messaging serves.Now that you’re aware of the differences between a live chat and in-app messaging, which would you get started with first?

Parthiba is a Product Marketer, helping providers of the various industries like healthcare, education, etc., to elevate their conversation value with the help of powerful communication solutions to drive better communication experience.

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