Live chat
Live chat that starts where the chatbot stops.
The chatbot handles the repeat questions and finishes the tasks it is allowed to finish. Everything else reaches a person, with the whole conversation attached: what was asked, what was answered, which sources it used and what it had already done.
Three doors into a human.
A handoff that only fires on a magic phrase is a handoff most visitors never find. There are three ways through, and you control all three.
The visitor asks for a person
You choose the phrase. When a visitor writes it, the conversation is handed over without the chatbot trying one more answer first.
They press the button
The widget carries a handoff control, so nobody has to guess the magic words. One press and the conversation is in your queue.
The chatbot decides
When it has no grounded answer, when the visitor is clearly unhappy, or when the request needs a decision it is not allowed to make, it offers a person itself instead of filling the silence.
A guided action can end with a person too. If a flow reaches a step that needs judgement rather than a click, it stops and hands the conversation over with everything it had already done.
A queue that behaves like a helpdesk.
Shared, not personal. Everything a small support team needs to stop losing conversations, and nothing it has to configure for a week first.
- Priority. Set the level per conversation, so the angry customer and the pricing question are not the same job.
- Tags. Label conversations the way your team already talks about them, then use the labels to see what the week was actually made of.
- Assignment. Take a conversation or give it to a teammate. Everyone can see who owns what, which is the whole difference between an inbox and a pile.
- Snooze. Park a conversation that is waiting on someone else and have it come back when it is worth looking at again, instead of leaving it open to rot.
- A first-response clock that respects your hours. The clock measures how long the visitor waited for a human, and it only runs during the opening hours you set. A message that arrives at 02:00 does not spend the night burning your service level.
- The full transcript, already there. Whoever picks it up sees what the visitor asked, what the chatbot answered, which sources it used and which guided actions it ran. Nobody starts by asking the customer to explain again.
Roles, and permissions per surface.
Invite the people who answer
Seats are invited by email and land in the workspace with a role you chose. An operator can work the inbox all day without ever seeing billing, and a workspace defined role can be shaped to match how your team is actually split.
Permissions are per surface
Access is decided surface by surface rather than as one blunt level: the inbox, the knowledge sources, the analytics, the settings. Changing what someone may reach is a switch, not a new account.
Saved replies in front, private notes behind.
Saved replies
The answers your team writes over and over, kept once and inserted in a keystroke. They stay editable in the message box, so a saved reply is a starting point rather than a wall of boilerplate the customer can smell.
Internal notes
Leave a note on the conversation that the visitor never sees: what you already tried, what finance said, who is picking this up tomorrow. The context stays on the conversation instead of in a private message somewhere else.
Ask them how it went.
Two questions, asked at the moment the visitor still remembers the answer.
A rating on the conversation
The visitor rates the conversation when it ends, whether the chatbot handled it or a person did. The score sits on the conversation, so a bad rating comes with the transcript that earned it.
A short survey after resolution
A post-resolution survey asks whether the thing they came for actually got done. That is a different question from whether the reply was polite, and it is the one that tells you if the chatbot is working.
Email closes the loop.
When nobody is online, the chatbot says so rather than leaving the visitor typing into an empty room. It takes an email address, the conversation waits in the queue, and your reply from the inbox goes out as email. When the visitor answers, the answer comes back into the same conversation with the whole history still attached. Nothing restarts, and nobody has to explain themselves twice.
One add-on, and what counts as a chat.
Included on Pro and Scale. €29 a month on Starter and Growth.
Live chat is the whole surface described on this page: the inbox, priority, tags, snooze, assignment, the first-response clock, saved replies, internal notes, the rating and the post-resolution survey. Conversations your team answers count against your plan's chats exactly like the ones the chatbot answers.
Let the chatbot take the repeat questions. Keep the ones that need you.
Sign up in under a minute, no card. Connect your content, decide where the chatbot should stop, and pick up the rest in a shared inbox that already knows the whole story.