Live Chat
Answer website visitors in real time and turn chats into tickets.
How live chat works
Answer website visitors in real time. Conversations can be handled by your team or deflected by the AI chatbot, and any chat can be turned into a ticket when it needs more than a quick answer.
Handling a conversation
- Go to Email Hub → Live Chat. Waiting visitors are shown with a count.
- Open a conversation to take it.
- Reply in the thread. The visitor sees your messages as you send them.
- Close the conversation when it is resolved.
Turning a chat into a ticket
If the issue needs work beyond the conversation, convert it to a ticket. The transcript comes across, so whoever picks it up has the full context rather than a summary.
Working with the chatbot
The AI chatbot answers routine questions from your knowledge base first and hands over to your team when it is unsure or when the visitor asks for a person. Handed-over conversations arrive with the transcript of what the bot already tried, so do not repeat it.
Staffing it
An unanswered chat is worse than no chat widget. Only advertise live chat during hours you can actually cover, and let the chatbot handle the rest.
Tip: Watch the waiting count, not just the open conversations. Time-to-first-response is what visitors judge live chat on.
Was this article helpful?