6 best APIs to build in-app chat functionalities

In-app chat API is crucial for businesses seeking to maintain a competitive edge and foster customer loyalty. Without it, companies often risk losing vital customer connections, decreasing engagement and potential revenue losses.

In-app chat APIs and SDKs offer real-time, efficient communication, essential for enhancing customer experience and driving business growth.

The numbers say it all: in-app messages have been found to drive 3.5 times higher user retention, underscoring the importance of immediate, accessible communication for maintaining customer interest and loyalty​​.

From a sales perspective, chat engagement is a critical factor. Effective chat services increase customer satisfaction and engagement, and live chat options can notably raise conversion rates by promptly addressing customer queries.

However, lacking an integrated chat solution complicates management, as agents face the challenge of navigating multiple systems and interfaces, leading to inefficiency and potentially reduced customer satisfaction.

Chat API vs chat SDK

The primary difference between a Chat API and a Chat SDK lies in their functionality and implementation. 

A Chat API (Application Programming Interface) is a set of protocols and tools for building software and applications. It enables the integration of chat functionalities into an existing app.

On the other hand, a Chat SDK (Software Development Kit) is a collection of software tools and libraries designed to develop chat applications from scratch. It provides developers with more control and customization options for chat features. 

Here's a brief breakdown of differences between the two:

Experiences you can build with in-app chat API

In-app chat APIs are transforming how industries engage with their audience, offering real-time, personalized experiences. These APIs are not just about chatting but about creating connections that drive engagement and satisfaction.

1. Patient chat

In-app patient chat revolutionizes healthcare communication, offering patients a secure and convenient way to connect with healthcare providers. This real-time interaction enables immediate consultation, appointment scheduling, and follow-up discussions.

A study by Accenture found that 49% of patients believe that being able to communicate with healthcare providers through messaging is an important digital capability.

For instance, patients could use a healthcare app to chat with their doctor about symptoms and receive advice without needing an in-person visit. 

2. E-commerce chat

E-commerce chat transforms online shopping into an interactive experience. Customers can inquire about products, seek recommendations, or get support during shopping.

Statistics show that live chat can increase conversion rates by 40% on e-commerce platforms​​.

Picture a customer using an e-commerce app to ask questions about a product's features or availability and receive instant responses, enhancing their shopping experience. 

3. Banking chat

Reports indicate that 70% of banking interactions may be done via mobile channels by 2023, highlighting the importance of in-app chat API in banking​​.

Banking chat introduces a personalized, secure way for customers to manage their finances. Users can inquire about account details transactions and get real-time assistance with banking services.

4. Citizen engagement platform

Citizen engagement platforms with in-app chat facilitate direct communication between government bodies and citizens. This platform allows for reporting issues, getting updates on local events, or participating in community discussions.

For example, residents could report a pothole or ask about local policies in real time, fostering a more engaged and informed community. The in-app chat functionality could be added to the public services portal.

5. In-game chat

In-game chat enhances the gaming experience by allowing players to strategize, socialize, and collaborate in a single place.

Players can coordinate strategies or share in-game experiences directly through the chat, enriching the social aspect of gaming. Studies indicate players are 2.7 times more likely to continue playing a game if they feel part of a community.

6. Customer support

Customer support via in-app chat offers immediate, personalized assistance, boosting customer satisfaction. Users can get help with issues, track orders, or provide feedback without leaving the app.

Data shows that customer satisfaction rates can reach as high as 92% when using live chat for support​​.

For instance, users might use the chat to resolve a technical issue, enjoying a swift and efficient support experience. 

6 in-app chat API solutions to consider

In-app chat API solutions have become a cornerstone of modern customer engagement. As live chat is compelling 60% customers to return to a website, an in-app chat keeps them using the app or product at hand.

Here are some of the best solutions used to build customized, real-time in-app chat functionalities.

1. Rocket.Chat

Rocket.Chat is a leading secure and compliant collaboration platform with a powerful Chat Engine. With over 12 million users spanning 150 countries, this platform has earned widespread trust across various sectors, including healthcare, defense, government, and more.

Throughout these highly regulated industries, organizations have been able to build customized chat experiences: in-app chat solutions, standalone chat apps connected with the rest of their tech stack, or live chat experiences connected to their websites.

The platform stands out for offering extensive control over data and deployment and comes with several customization options, unlike many other communication platforms. 

Rocket.Chat is built to integrate seamlessly into various applications and websites, ensuring every conversation flows without compromise.

Key Features

• Chat Engine: Rocket.Chat allows the creation of custom messaging experiences within apps or websites, offering integration and enterprise-grade features for a tailored approach.
• Omnichannel Customer Service: The platform offers contextual customer interactions across various contact methods, fostering long-term relationships and improved business outcomes.
• Marketplace: Users can extend their workspace with custom apps, open APIs, powerful plugins, and webhooks, bringing together tools, people, and processes.
• On prem or cloud hosting: Exercise control over your data and self-manage your deployment