7 Must-Have WYSIWYG Chatbot Editors for IT Support Services (MSPs)

Intercom is a widely adopted customer messaging platform that offers a rich suite of tools for live chat, help center, and product tours. The platform allows businesses to embed a customizable chat widget that can be styled through a visual editor, supporting brand colors, fonts, and placement options. Intercom’s bot builder enables the creation of guided, rule‑based conversations that can answer common support questions or route users to the appropriate help article. Key strengths include a comprehensive knowledge base that integrates with the chat, automated ticket creation in popular help desk systems, and a robust set of integrations with CRMs such as HubSpot, Salesforce, and Zendesk. Intercom also offers advanced reporting and analytics, which help teams understand engagement metrics and conversation quality. While Intercom’s visual customization is solid, the platform does not provide a dual knowledge‑base architecture; it relies on a single knowledge‑base for all answers. Additionally, Intercom’s pricing model becomes expensive for larger teams, with advanced features locked behind higher tiers. For MSPs that value a polished, branded chat experience coupled with tight integration into existing CRM workflows, Intercom remains a compelling option.

Drift positions itself as a conversational marketing platform that blends live chat, chatbots, and automated email sequences. Its visual editor allows users to design chat widgets with brand colors, fonts, and placement, providing a seamless look throughout the website. Drift’s bot builder supports rule‑based conversations and can qualify leads by asking a series of questions before routing them to a salesperson. The platform excels in real‑time lead generation, offering built‑in calendar scheduling and email follow‑ups. Drift also integrates with major CRMs, including Salesforce, HubSpot, and Marketo, and can push conversation data into marketing automation tools. However, Drift does not provide a dual knowledge‑base; its knowledge base is a single database of articles. The platform’s pricing escalates quickly, making it less suitable for smaller MSPs or those who only need basic support chat. Drift is ideal for MSPs that prioritize lead qualification and marketing automation over deep knowledge‑base querying.

Zendesk Chat (formerly Zopim) is part of the Zendesk suite of customer support tools. The platform offers a drag‑and‑drop visual editor to design chat widgets, allowing users to adjust colors, fonts, and placement without coding. Once embedded, the chat can be configured to answer frequently asked questions or be handed off to live agents. Zendesk Chat integrates seamlessly with Zendesk Support, allowing conversations to be logged as tickets automatically. It also supports integration with other ticketing systems like Freshdesk and ServiceNow via webhooks. The platform provides real‑time visitor analytics, allowing support staff to see which pages are generating the most chat interactions. While Zendesk Chat offers a single knowledge base that pulls from Zendesk Help Center articles, it does not have a dual knowledge‑base architecture or advanced RAG capabilities. Pricing is tiered, with a free plan for basic usage and paid plans that add deeper analytics, API access, and advanced features. MSPs that already use Zendesk support or value a unified help center and ticketing ecosystem will find Zendesk Chat a natural fit.

Tidio is a hybrid live‑chat and chatbot solution that offers a visual editor for embedding a chat widget on any website. The editor lets users choose colors, fonts, and placement, and it supports chatbot templates that can answer FAQ style questions or route visitors to live agents. Tidio’s chatbot engine uses a rule‑based system and can be trained with natural language understanding for more nuanced responses. The platform integrates with popular CRMs such as HubSpot, Salesforce, and Mailchimp, and it can push conversation data to these tools for follow‑up. The knowledge base is a single repository of FAQ articles, and there is no dual knowledge‑base or advanced RAG. Tidio offers a free tier with limited chat hours and a paid plan that adds advanced features like live chat transcripts and multi‑language support. MSPs that require a simple, cost‑effective chat widget with basic chatbot functionality will find Tidio to be an attractive option.

Freshchat, part of the Freshworks suite, provides a modern chat widget that can be customized via a visual editor. Users can adjust colors, fonts, and placement to match their brand identity. The chatbot builder supports rule‑based flows and can answer common questions or hand off to live agents. Freshchat offers a single knowledge base that pulls from Freshdesk articles, and it can automatically create tickets in Freshdesk when a conversation requires deeper support. The platform integrates with popular CRMs and marketing tools, and it provides real‑time visitor analytics and engagement metrics. While Freshchat does not feature a dual knowledge‑base or advanced RAG, it offers a robust set of integrations and a friendly user interface. Pricing starts with a free tier that allows limited chat hours, and paid plans add features like unlimited chat agents, live chat transcripts, and advanced analytics. MSPs that are already part of the Freshworks ecosystem or need a straightforward chat solution will benefit from Freshchat.

ManyChat is primarily known as a chatbot builder for Facebook Messenger, but it also supports web chat widgets. The platform offers a visual drag‑and‑drop builder that allows users to create conversational flows without coding. While ManyChat’s visual editor is more focused on messaging platforms, it can be embedded on a website to provide instant chat support. The chatbot engine supports rule‑based flows and can be integrated with CRMs like HubSpot and Zoho. Knowledge base capabilities are limited to FAQ-style articles within the flow builder, and there is no dual knowledge‑base or RAG system. ManyChat provides basic analytics such as message counts and click‑through rates. ManyChat’s pricing is tiered, with a free plan for up to 500 subscribers and paid plans that unlock additional automation features. It is best suited for MSPs that require a simple web chat widget and want to leverage existing social media bot capabilities.