Skip to main content
Live Support combines AI automation with human expertise. Monitor conversations, jump in when needed, and use AI Copilot to respond faster. Your customers get the best of both worlds.
Viewing conversations is available on all plans. Support tickets, joining live conversations, and AI Copilot require Pro plans.

​
Omni-Channel Support

Manage customer conversations from multiple channels in a unified inbox: Each conversation shows a platform badge, so you always know where the customer is messaging from. When you reply, your message is automatically routed back to the customer’s original platform. On any channel — email included — AI Copilot can draft the reply for you: one click produces a grounded, source-cited draft that you review, personalize, and send.

​
Why Live Support?

Handle Complex Issues

Some problems need human judgment and empathy

Close Sales

High-value customers often need personal attention

Recover Bot Failures

Step in when the AI can’t answer

Build Relationships

Personal touch creates loyal customers

​
How It Works

1

Monitor Conversations

View all active chats in your Live Support dashboard
2

Get Alerts

Receive notifications when customers ask for human help or the bot struggles
3

Join Conversation

Click to join a conversation and start chatting directly with the customer
4

Use Copilot

Get AI-suggested responses based on your knowledge base
5

Resolve & Hand Back

Mark the issue resolved and let the AI resume for future questions

​
Dashboard Overview

Access Live Support at Dashboard → Messages
Live Support Dashboard Overview

​
Conversation Views

​
Conversation Filters

​
Conversation Status

Use the segmented control above the conversation list to switch between the Open, Waiting, and Archived views.

​
Message Tags

When viewing conversations, you’ll see various tags on messages:

​
When to Take Over

The dashboard alerts you when:
  • Customer asks for human: “I want to talk to a real person”
  • Bot says “I don’t know” multiple times
  • Conversation is long: Customer hasn’t gotten resolution
  • Keywords detected: Custom trigger words you define

​
Key Features

​
Real-time Messaging

  • Instant message delivery
  • Typing indicators
  • Read receipts
  • Message history

​
One-click Triage

Reply and file the conversation in one click with Send & Archive / Send & Wait, or use the E / W shortcuts. Archived conversations reopen automatically when the customer replies. Learn more about Send & Archive →

​
Customer Context Panel

See everything about your customer:
  • Name and email (if provided)
  • Current page they’re viewing
  • Previous conversations
  • Integration data (Shopify orders, etc.)
  • Platform source (Widget, Messenger, Instagram, Discord, Slack, or Email)

​
AI Copilot

Get AI-powered suggestions while you chat:
  • Suggested responses
  • Knowledge base lookups
  • One-click “Draft reply” on chats, email conversations, and CRM tickets
  • Quick reply templates
Learn more about Copilot →

​
Notifications

Stay informed about new messages and activity even when you’re not in the dashboard. BubblaV delivers notifications through three channels you control — an in-app bell inbox, browser push (Pro+), and email:
  • Bell inbox: A persistent inbox in the sidebar shows everything that needs your attention — messages, support requests, form submissions, and quota alerts — in real time.
  • Browser push: Get desktop and mobile push the moment a visitor messages you.
  • Email: Visitors and agents receive email notifications for new messages, with a 5-minute delay to prevent spam if users return quickly.
Configure which channels each notification type uses in Account Settings → Notifications. Learn more about Push & Message Notifications → · Email Notifications →

​
Plan Features

​
Getting Started

1

Access Live Support

Go to Dashboard → Messages to view all conversations
2

Upgrade for Advanced Features (Optional)

To create support tickets, join live conversations, or use AI Copilot, upgrade to Pro
3

Set Up Notifications

Enable browser push and pick which channels each notification type uses in Account Settings → Notifications
4

Monitor & Respond

Watch for waiting customers and start chatting!

​
Best Practices

Customers expect fast responses in live chat. Aim for under 30 seconds.
Don’t reinvent the wheel. AI suggestions ensure accuracy and speed.
Review their history and current page before responding.
Make sure the issue is fully handled before marking resolved.
When done, resume AI so future questions are handled automatically.

​
Next Steps

Online Visitors

Monitor visitors in real-time

Chat with Customers

Learn the chat interface

AI Copilot

Use AI to respond faster

Push & Message Notifications

Browser push and the bell inbox

Email Notifications

Stay notified via email

Discord Setup

Connect Discord server

Slack Setup

Connect Slack workspace