I’ve seen companies spend thousands driving traffic to their site, only to lose users at the one place they’re trying to convert them: the live chat. Why? Because the chat box couldn’t be used with a keyboard. Or it relied on sound cues alone. Or it disappeared the moment someone zoomed their browser.
A live chat feature that some users can’t access is more than just a missed opportunity. It’s a compliance issue. And if it’s not addressed, it can become the reason your business ends up facing an ADA complaint.
1. Make Sure It Works With Screen Readers
Your live chat tool needs to “speak the language” of assistive tech. That means:
- Labels for each form field
- ARIA roles that help screen readers understand the structure
- A clear notification when new messages arrive
If someone using a screen reader can’t tell when a new message comes in, or can’t navigate between the chat input and the send button, you’re creating a barrier — and that’s where compliance breaks down.
We’ve reviewed plenty of platforms that market themselves as “accessible” but fail basic tests in the real world. Don’t take their word for it. Test it yourself — or let someone who understands ADA defense test it for you.
2. Make It Fully Usable With Just a Keyboard
Can a user tab into your chat box, open it, type a message, and send it — all without using a mouse?
If not, you’re violating one of the most fundamental accessibility requirements.
Many users with mobility impairments rely on keyboards or alternative input devices. If your chat widget skips over input fields or doesn’t show a focus indicator, it creates a hard stop. And that’s the kind of issue that ends up in a demand letter.
I once saw a site with a beautiful chat icon in the corner. It worked perfectly — unless you didn’t have a mouse. Then it became invisible.
3. Avoid Relying Only on Sound or Color for Notifications
A “ding” when a new message comes in is helpful. A color change on the tab is useful. But neither helps someone who can’t hear — or can’t see color.
Your chat system should include text-based or programmatic indicators that say “new message received.” That could be a visible text label, an alert for screen readers, or a clear visual badge. The point is to avoid relying on a single sensory signal.
If the only way a user knows someone responded is by hearing a noise or seeing a colored dot, you’ve created an inaccessible experience — and, again, a legal risk.
Don’t Let Your Chat Feature Become a Legal Issue
Live chat is supposed to be your first line of contact — the place where customers ask questions, get help, or request a quote. If some users can’t access it, you’ve not only lost that lead — you may have just created evidence for a complaint.
We help businesses identify and fix ADA compliance issues before they show up in court filings. That includes reviewing live chat tools, chatbot integrations, and all the surrounding features that either support or block access.
If you’re unsure whether your live chat setup meets ADA standards — or you’ve already received a complaint — we can help. Learn more about how our ADA defense law firm supports website compliance, or contact us here. Let’s fix the problem before it turns into a lawsuit.
