Do's and Don'ts for Using Emojis in Live Chat Conversations


Is it okay to use emojis in your live chat conversations? Yes! In fact, we encourage it wholeheartedly.

Why? It shows your customers that you’re friendly, relatable, and authentic. It proves you’re capable of speaking your customers’ language. (And that’s super important in customer service.)

But there are a few things you should know before you tap that smiley face. Keep reading to discover some best practices for using emojis in your web chat conversations.

using emojis in live chat for business

✅ DO use appropriate emojis

Certain emojis have certain connotations. Some of them can even be a little inappropriate. (You probably know what ones we're talking about.)

Obviously, you want to avoid suggestive emojis, like wink or tongue faces.

And if you’re not sure what counts as an inappropriate emoji, take some time to learn.

Tip: Use emojis that are appropriate to your tone and brand. (We’ll cover brand-related emojis later in this post.)

❌ DON’T overdo it

Save the long string of emojis for your personal social media accounts. You should aim to keep all your conversations as short and concise as possible.

Use emojis sparingly. Overusing emojis not only creates visual clutter, but it could also weaken your credibility with your customers.

Tip: Limit your emoji use to 1 per message, and no more than 5 throughout the whole chat. (Not including the emojis set up in your automated chat buttons.

✅ DO read the (chat) room

Using emojis in every conversation might not always be a good idea. So read the chat room. Pay attention to the customer’s tone and language.

If their tone is formal, it might be best to use only one or two emojis at most. (Or skip them altogether.) 

On the other hand, if they send lots of smileys and emojis, feel free to send them some back.

Tip: Tailor each chat according to the user’s tone of voice (or in this case, text).

❌ DON’T be sarcastic or unprofessional

If a customer messages you with a complaint or a problem, they might use emojis related to frustration.

Getting sent an angry face isn’t a good feeling. But the absolute worst thing you could do is respond with an emoji like the eye roll.

We’re not lecturing you on how to communicate with your customers, of course. You already know that professionalism is one of the many cornerstones of a successful business.

✅ DO use emojis related to your brand

Let’s say you’re a home improvement company. Feel free to use emojis like...

  • Tools

  • House

  • Painting

  • Weather

Tip: Add emojis to the buttons in the chat window. This helps your customers easily find what they’re looking for.

❌ DON’T forget to train your team

If you’re not using automated web chat for your business, you’ve probably got someone handling your chat conversations. (Or maybe you’re handling them yourself.)

Whatever the case, it’s super important to make sure all your team members are on the same page when it comes to emoji use.

You don’t want your new hire overusing emojis or sending inappropriate emojis.

Tip: Training your team on your brand’s emoji use guidelines is a quick, easy process. It’s also essential to preserve customer loyalty and reputation.

Best practices for using emojis in live chat conversations: wrapping up

using emojis in live chat for business

Some folks complain that emojis are the death of language. Some also criticize emojis as unprofessional or childish, believing that businesses shouldn’t use them under any circumstances.

That’s just not true. It’s fine to use emojis. After all, your customers are using them. So you should too.

Besides, emojis convey emotions that words simply can’t. (Remember that time the crying-from-happiness emoji was the “word” of the year?)

Try typing “laughing so hard I’m crying” and see if it has the same effect.

Here’s some more food for thought on the emoji debate: the very first languages ever created were pictographic — each “letter” was a little drawing. Kind of like the emoijs we use today, but not quite as advanced.

In a way, using emojis is a return to our linguistic roots. But when it comes to using emojis in web chat for business, you’ll need to observe some best practices to preserve your reputation and keep your customers happy.

We hope these tips help you out! If you mention this blog to our team, we’ll give you a month free. Maybe say something like, “Hey, I read your blog post on the do's and don'ts for using emojis in chat. How about a free 30 days? wink” Looking forward to hearing from you.