Published on
January 24, 2026
Chatway
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Ashik Prottoy
Product Designer
Platform Name
Chatway
Project Duration
12 Weeks
Responsiblity
Product Designer
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Project Brief
Chatway is a SaaS live chat and customer support inbox that helps businesses talk to website visitors in real time, convert more shoppers, and support customers faster. The product combines a customizable live chat widget, team collaboration, canned responses, social chat buttons (WhatsApp, Messenger, Instagram, Telegram, phone, SMS), and mobile apps so support teams can reply from anywhere.
Problem Statement
Live chat only works when it is fast, clear, and easy to manage at scale. Chatway needed a product experience that reduces response time, keeps conversations organized across agents, and makes setup simple for Shopify and non Shopify websites. The UI had to balance a real time inbox, widget customization, and multi channel messaging without overwhelming new users.
Problem 1
Fast support breaks down when conversations are not structured, agents need clear ownership, status, and handoff to avoid missed messages and slow replies.
Problem 2
Merchants want one place to manage customer messages, but switching between tools and channels (live chat plus WhatsApp and social DMs) adds friction and increases response time.
Problem 3
Setup and trust are fragile. The widget must be easy to customize, collect the right visitor details, and still feel lightweight so businesses do not fear slowing down their site experience.
Solution
I shaped the experience around one simple promise: reply instantly, stay organized, and convert conversations into outcomes. The design focus was clarity per screen, predictable states, and a guided setup that makes the widget feel like part of the brand. Chatway’s feature set supports this with a real time live chat widget, team collaboration, canned responses, social chat buttons, mobile apps, and optional AI support for common questions.
Solution 1
A clean conversation list, clear status cues, and simple assignment patterns so teams can handle more chats without confusion.
Solution 2
Bring live chat and social chat entry points (WhatsApp and others) into a single workflow so businesses respond faster and keep context in one place.
Solution 3
Make widget setup and customization straightforward, including lead capture options like pre chat forms, so businesses can use chat for both support and sales.
Design Process
Understand the Problem
Define goals, users, and success metrics like activation speed and reply time.
Timeline
0-2 Weeks
Research
Audit competitors and map onboarding and inbox friction points.
Timeline
2-5 Weeks
Wireframe the Structure
Plan flows for install, widget setup, inbox, assignment, and saved replies.
Timeline
5-8 Weeks
Visual Design
Create a clean SaaS UI with strong hierarchy and clear status cues.
Timeline
8-11 Weeks
Prototype & Test
Prototype key flows, validate with stakeholders, refine microcopy and interactions.
Timeline
11-12 Weeks
Style Guids
Conclusion
The final experience makes Chatway easier to adopt, faster to operate, and more scalable for teams. With a clearer inbox, smoother collaboration, and guided widget setup, businesses can launch live chat quickly and handle more conversations with confidence.
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Project Status
The Project has successfully completed and handed over to client. Click to visit