Live Chat
Chat with visitors on your company websites.
Create a live chat widget
An Admin creates a new Live Chat widget for a company website. Creation provisions the widget's channel connection and its default configuration in one step, ready to be installed.
Install the widget on a company website
An Admin copies a script snippet into the company website and registers the origins that may embed the widget. Only that widget's frame route may be embedded, and only by those origins — every other route in the platform keeps its standard framing/CORS protections.
Manage several widgets and websites for the same company
A company operates more than one widget — typically one per website or brand — each independently configured, installed and monitored.
Configure the widget's appearance, greeting, language and position
An Admin sets how the widget looks and speaks: launcher color and icon, screen corner, supported languages, and a greeting per language, meeting WCAG 2.1 AA contrast and interaction requirements.
Configure the widget's working hours in the company timezone
A widget follows the company's working hours by default; an Admin may override them for a widget that serves a different region or schedule.
Configure widget behavior during working hours
An Admin confirms how a new conversation is handled while the widget is open: placed in the shared Inbox and routed, or handled by the AI Assistant when Auto Reply is enabled — no Live-Chat-specific routing exists beyond the platform's normal routing.
Configure widget behavior outside working hours
An Admin decides what a visitor sees outside working hours: an offline-message form, an auto-reply text that still accepts messages, or hiding the widget entirely.
Configure the visitor identification form and which fields are mandatory
An Admin decides which profile fields a visitor is asked for — beyond Email (present and mandatory by default) — and whether each is mandatory, and whether the form appears before or after the visitor's first message.
Start a live chat conversation from a company website
A visitor on a company website opens the chat widget and sends a message, establishing an anonymous real-time connection and creating a conversation — without any platform account.
Create a temporary identifier for an unidentified visitor
Before a visitor identifies themselves, the system still tracks them consistently by a stable, opaque, temporary identifier so their messages thread into one conversation.
Promote an identified visitor to a full customer profile
When a visitor supplies identifying information through the identification form, the system resolves them to an existing Contact using reliable identifiers, or creates a new one — never matching on name, username or photo alone.
Associate a website-authenticated visitor with their existing profile
A company website that has its own login passes the platform a signed identity for an already-authenticated visitor, so the widget skips the identification form and matches straight to the visitor's existing profile. An unsigned or invalid identity is never trusted.
Record the originating website and page URL of a live chat conversation
Every Live Chat conversation carries the website and page the visitor was on, per message, so an operator has full context and the AI can use it.
Reply to a live chat conversation in real time
An operator replies to a Live Chat conversation with the same composer as any other channel; delivery to the visitor is pushed over the dedicated visitor hub instead of a provider API call, typically arriving in under a second.
Apply the configured behavior when no operator is available
A visitor starts a chat within working hours, but no operator is currently Online. The widget applies the company's configured no-operator behavior — AI Auto Reply, a queue message with an expected wait, or the offline form — instead of leaving the visitor without any response.
Leave an offline message and contact details
When the widget presents the offline form (out-of-hours or no-operator), the visitor leaves their name, email and a message, which still creates a normal conversation for an operator to pick up later.
Monitor the technical state of a live chat widget
An Admin checks whether a widget's loader is actually running on the website, whether visitors are connecting, and recent client-side errors, to confirm installation succeeded or diagnose a problem.
Handle a failed live chat send and resend the message
When persisting an outbound message or its attachment genuinely fails (not merely "visitor not currently connected"), the operator sees the failure and can resend — the same generic mechanism every channel uses.
Preserve a live chat conversation across a visitor disconnect and resume it
A visitor who reloads the page, navigates away and back, or loses connectivity briefly returns to the same conversation with its full history, using a token kept in the browser — rather than starting over.
Configure how long a live chat session counts as the same conversation
An Admin sets how long a period of visitor inactivity still counts as the same browser session for resume purposes — distinct from the conversation-level reopen window.
Close an expired live chat session and apply the general reopen rules
A background job closes visitor sessions that have been inactive past the configured timeout. Closing a session never changes the conversation's status by itself — what happens when the visitor comes back later follows the platform's normal reopen rules, exactly as for any other channel.
Give the ai the originating page as conversation context
When the AI Assistant drafts or auto-replies on a Live Chat conversation, it is given the page the visitor was on at the time, so its answer can be grounded in what the visitor was looking at.
Enable or disable the ai assistant for live chat conversations
An Admin turns the AI Assistant on or off for one widget's conversations, independent of every other channel's setting, using the platform's shared per-connection AI toggle.