Using Emojis in Live Chat
September 29, 2020

Using Emojis in Live Chat

Live chat is a great way to quickly engage with customers and push your leads through the sales process. However, the convenience comes at a cost. Unfortunately, some context is lost since your customer can’t see your face. Emojis are the perfect solution to this problem. The rise in their use has made it very acceptable, and sometimes preferred, to receive emojis in live chats.

Why emojis?

Your customer’s mood could determine how they receive your message, which is why emojis can help clarify your intention and ensure the message is taken positively. For example, your simple, straight forward message could be seen as unfriendly or not personalized.

Thanks. We will get that to you ASAP.

Instead, the quick addition of an emoji can show your customer that you care.

Thanks. We will get that to you ASAP 🤗

Which emojis?

However, there is also a line with emoji use that, if crossed, could make your lead feel extremely uncomfortable. Because they are often used in personal interactions, you have to maintain a professional relationship by choosing appropriate emojis.

Normal: How are you?
Friendly: How are you? 😊
Creepy: How are you? 😉
Overly intimate: How are you? 😛

As a general rule of thumb, try to stick to the following:

🙂  😀  😄  😁  😊  🤗  👍  👋

There also might be relevant symbols to use for your industry, including:

🏡  📝  📎  🚘  👩💻.  📱  🖥  ⌨️  📞  ⚙️  ✉️  ✅  💬

How often?

Emojis don’t need to be included in every message or conversation. The best way to use them is by sprinkling them into your conversations when you think additional tone is necessary to provide.

If you communicate with an international audience, be aware of how different hand gestures are received in their culture. While the suggested emojis are acceptable in the United States, they may not be appropriate for all of your customers.

Age is also an important consideration when deciding to use emojis. According to Time,

When asked whether they are “more comfortable” expressing emotions through those visuals than through phone conversations, 68% of millennials agreed, compared to 37% of those over the age of 65. 

This doesn’t mean you shouldn’t send it to your older leads as well, but it is important to know your audience and their level of understanding before using less obvious emojis.

Where are my emojis?

Both Mac and Windows have keyboard shortcuts that will pull up your emoji keyboard for easy access during your live chats.

  • Windows: (Windows Key + semi-colon) or(Windows Key + period)
  • Mac: Control + Command (⌘)+ spacebar


  • Emojis communicate the context that our faces usually do during conversations.
  • Stick to professional emojis and avoid ones that could cause an adverse reaction.
  • Less is more in emoji use.
  • Know your audience.
  • In Botsplash, you can use emojis on all channels to add that personal touch.

What to learn more about Botsplash and how it fits your enterprise business? Book a demo call with us today. Our team is eager to share our implementations and use cases in the Real-Estate, Mortgage Lending, Ecommerce, Pharma, Insurance industry and more.

Subscribe to our newsletter... we promise no spam

Botsplash Logo
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.