In-App Chat

What Is In-App Chat?

In-app chat is a chat feature that works inside an app or website. A user can send public or private messages without opening another app. They can have a one-on-one chat, a group chat, a community chat, or talk directly to the company. Also, in-app chat can be opened to provide technical support or to allow users to talk to AI assistants.

In-app chat differs from external messenger or SMS because it relates to the user’s account and the user’s activity. The chat occurs in the same app where the user is watching, playing, or shopping.

In-App Chat vs. External Messengers

Some apps begin by integrating the chat via external apps such as Discord, Telegram, or WhatsApp. However, when the chat is integrated via external apps, the app and the chat occur in two different places. If the user wants to use the chat, the experience in the app will be interrupted. The user’s focus will be divided, and the app will have only a limited view of the user’s activity in the chat.

With in-app chat, the user’s experience occurs in the same place as the chat. The user’s experience will not be interrupted, and the social aspect occurs in the same place.

Why Product Teams Add In-App Chat

Retention and Loyalty. Users tend to stick around longer and be more loyal when they can chat inside the app.
Contextual Interaction. Users can chat about what they are interacting with inside the app, like beside a video, near the match center, or next to the trading screen.

Ownership of Social Graph. Messages can link to users, which helps identify highly active users, early signs of churn, or trending topics.

Reduced Friction for Support and Sales. Support can be provided inside the app, like during checkout or complex flows, without needing emails or phone calls.

Features and Implementation

To be successful, an in-app chat system should be more than just a text box. Effective implementation includes:

• Real-time Synchronisation: Low-latency delivery of messages using protocols like WebSockets is critical for live interactions.
• Presence Indicators: Knowing who is online or typing enhances the feeling of a live community.
• Rich Media Support: The ability to share images, or deep-links directly within the chat helps keep the conversation relevant to the in-app activity.
• Moderation Tools: Automated filters, reporting features, and blocking capabilities are essential for maintaining a healthy environment in public or group chats.
• Engagement Hooks: Features like threaded replies, reactions and emojis, and polls help keep the conversation flowing without requiring long-form text entry.
• Persistence & Sync: Ensuring chat history persists across multiple devices so the user’s conversation never disappears.

In-app chat can be developed further into in-app social networks with local influencer actions, leaderboards, live-streaming, and many more other features that make just talks more reliable and relevant for the main product or service.