When a person should take over
A handover that does not restart the conversation
The context travels with the customer.
Full transcript
Staff see everything the bot already asked and answered. Nobody has to start the conversation again from the first question.
One queue
Chats and tickets sit in the same workspace, not in two inboxes. Your team works from one list, and nothing slips between them.
Rich replies
Formatting and file attachments work in both directions. You set the file types and size limits, so every upload stays within your rules.
AI drafts
The AI suggests replies that staff can send, edit or discard. Drafts stay private to your staff until someone presses send.
Honest opening hours
Set the hours you really staff. Outside them, the widget says so and offers a ticket instead of a chat box nobody is watching.
Context beside the chat
The customer record, their orders and their licence keys sit beside the conversation. Staff can answer without leaving the chat to look things up.
How live chat hands over without a reset
Every chat can become a ticket, and every ticket keeps its chat history. Customers never have to explain their problem twice. The agent opens the conversation already knowing what was tried.
The AI answers the routine questions first. When it is not sure, it hands the conversation to a person instead of guessing. You can read how the AI chatbot answers on its own page.
Context the agent can act on
The customer record, their orders and their licence keys sit beside the conversation. So a question like "is my licence still valid?" does not mean leaving the chat to look it up somewhere else.
Opening hours that tell the truth
Set the hours you actually staff. Outside them, the widget says so and offers a ticket. A chat box that nobody is watching is the fastest way to lose the trust a live channel should build.
One place for chats and tickets
Chats and tickets share one workspace, so your team works from one list. Replies can carry formatting and files in both directions. The AI can also draft a reply, and staff decide whether to send it, edit it or throw it away.
All of this keeps every conversation in context. That is what good customer support work needs most.
Key takeaways
- Live chat hands hard cases from the AI to a person.
- Agents see the full transcript and the customer record.
- Chats and tickets share one queue.
- Outside your hours, the widget offers a ticket.
Frequently asked questions
How easy is it to set up live chat?
Live chat is part of the platform, so there is nothing extra to install. You switch it on and set the hours your team is there.
Will live chat work with our existing systems?
It runs inside your own install, next to your orders, licences and tickets. There is no separate chat service to connect.
How does live chat handle many questions at once?
The AI answers the routine questions. Your team takes the conversations that need a person, with the full history in front of them.
Do customers need an account?
No. An email address is enough to continue a conversation.
Is there a way to track chat performance?
Yes. Chatbot Insights shows the mood of each chat, the questions left unanswered and the leads people shared.
Give your team the context
Fewer repeated questions and faster answers.