Whether you choose Live Chat, WhatsApp or Facebook, we make the process as easy as possible.
You’ll be invited to book in a discovery call with a member of our team.
This is a short session (less than 30 minutes on average) to better understand your business and what you’d like to achieve from Live Chat, WhatsApp or Facebook, whether that’s more leads, better customer service or appointment booking (generally it’s all those things!).
Once we’ve got to know you and your business better, we’ll get started on setting up your account and creating the knowledge base that our agents will use to assist your prospects.
If using Live Chat, your chat widget will be customised with your brand colours and logo (if you have a version of it in a solid colour, like white), and the welcome message, visitor invites and link to your privacy policy (for GDPR purposes if you’re based in the UK or Europe) will be added.
For WhatsApp, set-up is more complicated, but we handle this for you. Note that it takes around 7 days to completely set-up WhatsApp.
For Facebook, we simply need your Facebook Business login to connect it to our messaging software.
The knowledge base is built from information on your website, Facebook page, or anything mentioned during the discovery call. We do this manually so that we fully understand what prospects might ask. Don’t worry if we miss anything, you can tell us later when you review it or add it in yourself via the client portal.
Once everything is ready (always within 48 hours for Live Chat and Facebook!), we’ll send you your login details for your client portal.
If you’re using Live Chat, we’ll send the code you need to add to your website to make Melu appear.
For WhatsApp and Facebook, once we’re live, messages sent via these platforms wll come through to us.
In the client portal, you can review and edit the knowledge base, add webhooks for services like Zapier, Make and IFTTT and manage users within your business.
When we send email notifications regarding conversations, these can be sent to multiple users so nothing is missed.
If you use services that support webhooks, you can have conversation data sent to other apps to automate your workflow. If you need help with this, we’re always available to assist!
Now that Melu is live, you’ll start seeing the benefit of having real people available to your prospects 24/7.
At this point, we’ll book in a review call for the end of your trial or first month. During this call we’ll get your feedback on how things have gone, any updates that can be made to the knowledge base and confirm the pricing, should you wish to continue using Melu.
Whenever we handle a conversation, our team will tag it based on its nature (full list of tags here). If the conversation needs your attention, it’ll be tagged so that an email notification is sent. This email contains the transcript from the conversation, plus lots of other useful information (more on these here).
All conversations we handle, regardless of tag, are available in your client portal for you to review or download.
To work out pricing, we only count raised conversations – these are ones where the prospect has a valid interest in your products/services, or is an existing customer messaging for their convenience. To see the conversation tags that we class as raised, click here.
If at any point during your free trial or first month you wish to talk to us about anything, we’re here. If you just want to comment on a conversation, update the knowledge base, or anything else, you can always email the support team here – [email protected].
We don’t tie you in with long contracts, so at the end of your trial or first month, it’s up to you whether or not you continue using Melu.
During the review call we’ll confirm the cost per month based on the number of conversations we raised and a projection of how many you’d get over the course of a month. If you decide not to continue, that’s OK – we’ll cancel your account and disable Melu.
If you wish to continue using Melu, the rolling monthly contract will begin at the agreed price. You will still be able to cancel at any time should you wish.
We will continue to arrange review calls each month until you are satisfied that everything is working as best it can. After this, we’re happy to have review calls every 3-6 months, or whenever suits you.
Pricing is based on the number of conversations you’re likely to receive each month. We’ll provide a tailored quote based on:
Live Chat and Facebook
We price Melu based on the number of raised conversations we handle during your trial, then project that over a full month.
For example:
If you receive 15 raised conversations during the trial, we’d project around 30 raised conversations per month.
If your projected volume is under 50 raised conversations per month, you’ll be charged our standard rate. This price stays the same unless your conversation volume increases and consistently stays above that level.
If you’re likely to receive more than 50 raised conversations per month, we’ll provide a bespoke price based on your expected usage.
To get an accurate monthly cost, simply request a quote and we’ll walk you through it.
Due to the complexity of onboarding, we charge a one-off set-up fee for our WhatsApp service.
The first month is charged in advance at a fixed rate, no matter how many conversations we handle.
After your first month, you’ll be charged based on the volume of conversations we handled during your first month.
Request a quote to learn more.
We don’t offer a free trial for WhatsApp due to the set-up process. However, you can cancel any time with our rolling monthly contract.
A raised chat is a meaningful conversation where a visitor actively engages with an agent.
We don’t count irrelevant conversations, for example, when they are trying to sell their services to you or is looking for a job within your company.
No, we only charge based on how many raised conversations we handle.
For example, you could have 100 conversations in a month, but if only 50 of them were raised, those will be the ones the price is based on.
Our standard rate covers up to 50 raised conversations per month.
No. Your price is agreed upfront and remains consistent unless your usage changes significantly.
We accept Direct Debit and card payments. Invoices are sent to you via email.
We currently only offer monthly payments on a flexible rolling 30-day contract.
No, we do not factor in the length of time a conversation takes, so there is no limit to this and no additional charges.
The average conversation length for Live Chat is around 7 minutes, with some taking up to an hour!
With Facebook and WhatsApp, conversations can span over many hour, days or even weeks, depending on how quickly the prospect responds.
Yes you can! We offer a rolling 30-day contract, with each month paid in advance. If you don’t wish to continue using Melu, simply email us here – [email protected] – and we won’t invoice you again. You will still be able to use Melu up until the next invoice would have been due. After this, we’ll disable Melu.
No long-term contracts. Melu runs on a rolling 30‑day agreement, paid monthly in advance. You can cancel at any time.
Yes. We offer a 14-day free trial for Live Chat, so you can experience our service without risk or financial commitment.
A real human agent chats with your website visitors in real time, answering questions, qualifying leads, and booking appointments where needed.
One line of code (or our WordPress plugin) is all that is needed to get Melu to appear on every page of your website.
Your trial starts as soon as our live chat code is added to your website.
We will have everything ready to go within 48 hours of sign-up. You can choose to add the code as soon as possible, or at a date in the future.
No scripts needed. We build a knowledge base using information from your website, plus anything you wish to provide, and our agents use this to respond naturally and accurately.
Yes. Melu works on all major website platforms and is fully customisable to match your branding.
Yes. Every chat is logged in your client portal, and important chats or leads will be emailed to you automatically.
Yes. Our agents can respond to inbound WhatsApp messages on your behalf, just like live chat.
No, we do all of this for you! Our operators use a knowledge base to answer questions from visitors and get the information you need for them to be a lead.
We create this knowledge base from the information on your website, as well as combining our 7 years experience of handling live chat to know the sort of things visitors commonly ask for.
All you need to do is review it and arrange for the chat widget code to be added to your website.
If you do want to make changes or updates to the knowledge base, we can do this for you, or you can do it yourself via the client portal.
Yes. We use the official WhatsApp Business API, ensuring compliance, reliability, and message delivery.
Our team of agents can:
Yes. Melu can fully manage conversations from Facebook Messenger, responding quickly to enquiries from ads or page messages.
Absolutely! Fast, human responses help reduce drop‑off and improve the experience for people clicking Facebook ads.
We can send email notifications to as many users as you like.
By default, the person who signs up is the first user on the account.
They have admin access in the client portal and can add additional users at any time.
Each new user is automatically set to receive email notifications for tags that require attention. These settings can be fully customised, so users can:
All notification settings can be managed directly in the client portal.
The client portal is a secure area where you can see the following:
You can login to see your data here.
Yes – always. Melu has only ever used real human agents since launching in 2018. No bots.
Our team of agents are based in the UK, Europe and Asia.
All our agents are English-speaking, however through our software we can communicate is almost any language, thanks to its translation tools.
Yes. We regularly work with niche, technical and regulated industries using tailored knowledge bases and clear escalation rules.
Depending on the service you’re using, you may only need to enter a name for the webhook (to make it easily identifiable) and the webhook URL itself (in the orange box shown in the image above).
You can add as many webhooks as you like.
Once you have a webhook set-up, you can choose the tags that will use it. By default, these are the Lead and Client Lead tags.
To change this, go to Team > Edit Team, and scroll down until you see the title ‘Webhook Notifications’.
Simply check/uncheck the tags you require, and hit the ‘Update Edit Team’ button.
Yes we can! And we don’t just provide the prospect a link to you booking calendar – our agents do it on their behalf.
We can work with any online calendar system, including popular ones like:
Email [email protected] to raise a ticket.
For urgent issues, you can also use live chat on our website, message us via WhatsApp or call 0800 634 3551.
You’ll have access to our support team and onboarding specialists, with regular reviews available as you scale.
Whether you're an existing client or a new one looking to start using Melu, you can contact us for help using the button below.
Get started today! Ready to launch in 48 hours, with a 14-day free trial. Cancel anytime.
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