Guide
Customers ask questions when it suits them — in the evening, at the weekend, over lunch. If they can't find the answer on your site straight away, they send an email and wait, or close the tab and try someone else. And it's always the same questions: shipping, returns, opening hours, whether something is in stock.
A website chatbot handles those questions on its own and hands the conversation to you the moment a person is needed. This guide covers what a chatbot can really do, how an AI chatbot differs from a rule-based one, how to add it to your website, what it costs and what to keep in mind for GDPR.
01
A chatbot is the chat window in the corner of a website, where software answers visitors' questions instead of a person. A good AI chatbot doesn't match questions against keywords. It understands them even when visitors phrase them in their own words, with typos or without accents.
How LiveBot behaves when it doesn't have the answer is described on our features page.
02
Two quite different things are sold as a “chatbot” today. A rule-based (click-through) chatbot walks visitors through pre-built buttons. An AI chatbot answers a freely typed question from the content you give it.
| Comparison | Rule-based chatbot | AI chatbot |
|---|---|---|
| Understanding questions | Rule-based chatbotOnly the buttons and keywords in the script | AI chatbotFreely typed questions, in the visitor's own words |
| Off-script questions | Rule-based chatbot“Sorry, I didn't get that, please try again” | AI chatbotAnswers from your content, or admits it doesn't know and offers a person |
| Setup | Rule-based chatbotYou build a tree of questions and answers | AI chatbotYou import your website content and documents |
| Maintenance | Rule-based chatbotEvery change has to be re-clicked in the script | AI chatbotUpdate the source and the bot answers from the new version |
| Pricing | Rule-based chatbotOften included with live chat — you pay mostly with your time spent on upkeep | AI chatbotUsually priced by the number of AI answers or conversations |
| Best for | Rule-based chatbotA fixed flow with a few choices — picking a branch, booking a slot | AI chatbotVaried questions, a larger product range, lots of text on the site |
The question few people ask when choosing: who will maintain the chatbot. A rule-based script goes out of date with the first change to your prices or shipping, and someone has to rewrite it. With an AI chatbot you just update the page or document the bot draws on.
The second question to ask about any AI chatbot: where do its answers come from. If it can also draw on the model's general knowledge or the internet, it will occasionally say things that were never on your website.
03
The bot needs to know what to say. You import the basics from your website with one click. Then you add the documents you currently email to customers: terms and conditions, price lists, manuals, internal FAQs. An online store can teach the bot its product range from an XML product feed in Heureka, Zboží.cz or Google Shopping format.
The chat goes onto your website as a single line of HTML, just like the Google Analytics tracking code:
<script src="https://www.livebot.cz/widget.js" data-klic="VAS-KLIC" async></script>Where to paste it depends on your platform:
Every route, step by step, is on the how it works page.
Before you show the chat to customers, ask it the ten questions you get most often yourself. Then put it live and keep an eye on the list of unanswered questions for the first few weeks. Every question the bot couldn't answer tells you what to add to your content. After each change, the bot works from the latest version.
04
Chatbot prices are hard to compare because every provider counts something different. The most common models charge:
Before you sign, work out how many questions you really get each month and ask what happens when you reach the limit. Our pricing page includes a calculator to help.
LiveBot is priced by the number of AI answers and the number of people who look after the site. Operator messages don't count towards the limit. Prices include VAT.
| Plan | Monthly price | AI answers per month | Site users |
|---|---|---|---|
| SoloFor sole traders | Monthly price149 CZK | AI answers per month300 | Site users1 |
| PlusFor small businesses | Monthly price690 CZK | AI answers per month1,000 | Site users3 |
| ProFor e-shops and teams | Monthly price1,890 CZK | AI answers per month3,500 | Site users10 |
| EnterpriseFor multiple brands | Monthly price4,900 CZKStarting price — depends on scope and SLA | AI answers per month10,000 | Site users25 |
Pay annually and you pay for 10 months instead of twelve. There's no annual commitment and you can change plans at any time. If you use up your AI answers, the bot doesn't cut out mid-conversation: it offers an operator or a contact, and nothing is charged automatically. For online stores, the Pro plan is the one that matters — the bot can search your entire product range from the product feed and connect to your systems, for example to check order status or stock levels.
Everything each plan includes is on the pricing page.
05
A website chatbot processes whatever visitors type into it, and sometimes their name and email too. So it's worth knowing where the data is stored and who can access it.
You are the controller for conversations on your website, and LiveBot is the processor. The data processing agreement (DPA) is part of our terms and conditions, so you don't need to sign it separately. If your company needs a signed copy, we'll send one.
The conversation text and, when a visitor leaves a message, their name, email and message. Technical details are stored with the conversation: IP address, browser and device, and the page the visitor is writing from.
The application, database and files are in the European Union. Only the conversation text and the relevant excerpts of your content leave the EU, sent to the language model provider under standard contractual clauses. Visitors' contact details are never sent to the model, and the provider does not use the data for training.
Health information and similar data don't belong in a chat, and the bot reminds visitors not to share it.
The chat keeps only the technical data in the browser that it needs to continue the conversation as visitors move between pages. It sets no analytics or advertising cookies.
After the contract ends we keep the data for 30 days so you can request it, then we delete it.
Full details are in our privacy policy and the data processing agreement.
06
Even a good chatbot can't answer everything. That's why LiveBot puts the bot and live chat in a single window.
Visitors can switch to an operator with one click. The operator gets an alert, sees the whole conversation with the bot so far and replies under their own name and photo. They can then hand the conversation back to the bot or see it through themselves.
You set your working hours in the portal. When nobody is on duty, or an operator doesn't join within a few minutes, the chat offers to take a message instead. It arrives by email with the conversation transcript and stays in the admin until you deal with it.
Answer the chat from your browser or from the LiveBot Chat app for Windows and Android, which lets you know when someone is waiting. Notifications never include the content of the visitor's message.
07
Shipping, payment, returns, sizes, availability. Most questions are already answered in your terms or product descriptions — the customer just didn't find it. With a product feed, the bot recommends products based on what the visitor is looking for.
Hair salons, car repair shops, accountants, builders. People ask about prices, availability and everything you do, often in the evening. The bot answers and, outside working hours, takes their details so you can get back to them in the morning.
Long catalogues, manuals and specifications. The bot finds the answer in your documentation faster than the customer can and only passes your sales team the enquiries that need a person.
When a chatbot doesn't pay off. If you get a few questions a week and handle them by phone, a chatbot won't do much for you. The same goes if basic information is missing from your website — the bot can't invent it. Start with your content; the chatbot is then an easy step.
No. The script loads asynchronously, after the page content, and the chat runs in its own window, so it doesn't hold up your site.
No. You just paste one line of code into the custom HTML field in your website admin, into the template or through Google Tag Manager. If you've ever added the Google Analytics tracking code, you can do this.
Yes. The chat adapts to the language of the page and the bot replies in the language of the chat window. Your content can be in Czech only and the bot will still answer in English.
It says so plainly and offers a handover to an operator or a way to leave contact details. The question is saved to the list of unanswered questions. Add the missing content and next time the bot will answer.
LiveBot starts at 149 CZK a month including VAT. The price depends on the number of AI answers and the number of people who answer the chat. You get 14 days free to start, no credit card required.
Yes. The chatbot is one line of HTML, not a plugin, so it works on WordPress, Shoptet and custom-built sites — anywhere you can paste a snippet of code.
Import your website content, paste one line of code and see what your visitors are asking. The trial is free and needs no credit card.
