Live Support is available on Pro and Turbo plans.
Omni-Channel Support
Manage customer conversations from multiple channels in a unified inbox:| Channel | Description |
|---|---|
| Website Widget | Chat with visitors on your website |
| Facebook Messenger | Respond to Messenger conversations |
| Discord | Handle support in Discord channels |
| Slack | Manage customer queries from Slack |
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
Dashboard Overview
Access Live Support at Dashboard → Live Support
Conversation Views
| View | Shows |
|---|---|
| All | Every conversation and support ticket, past and present |
| Inbox | Conversations assigned to you (your active cases) |
| Unassigned | Support cases waiting to be assigned to an agent |
Conversation Filters
| Filter | What You See |
|---|---|
| All | All conversations and support tickets |
| Active | Currently active support tickets |
| Solved | Resolved/archived support tickets |
| Mine | Support cases assigned to you |
| Unassigned | Support cases not yet assigned |
Conversation Status
| Status | Meaning |
|---|---|
| 🟢 Bot | Bot is handling this conversation |
| 🔵 Human Agent | An agent is actively chatting |
| Active | Support ticket is open |
| Archived | Support ticket is resolved |
Message Tags
When viewing conversations, you’ll see various tags on messages:| Tag | Description |
|---|---|
| Human Agent | Message sent by a human support agent (not AI) |
| AI / Bot | Automated response from the AI chatbot |
| Visitor / Customer | Message from the customer/visitor |
| System | Automated system notification (e.g., “Agent joined conversation”) |
| Ticket | Indicates this is a support ticket (not a regular conversation) |
| Platform Badges | Shows source: Widget, Messenger, Discord, or Slack |
| Rating Badges | Customer satisfaction: Good (green), Bad (red), or No rating |
| Unread Badge | Number showing unread message count |
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
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, Discord, or Slack)
AI Copilot
Get AI-powered suggestions while you chat:- Suggested responses
- Knowledge base lookups
- Quick reply templates
Online Visitors Map
See all visitors currently browsing your site on an interactive world map. Filter by country, page, and visitor type to find high-value prospects and start proactive conversations. Learn more about Online Visitors →Email Notifications
Stay informed about new messages even when you’re not in the dashboard. Visitors and agents receive email notifications when new messages arrive, with automatic spam prevention. Features:- Visitor emails: When agents reply to their messages
- Agent emails: When visitors reply after you’ve left
- 5-minute delay: Prevents spam if users return quickly
- Custom branding: Use your logo and sender email
- Rate limiting: Maximum 1 email per conversation
Plan Features
| Feature | Pro | Turbo |
|---|---|---|
| Live Support | ✅ | ✅ |
| Team members | 3 | 10 |
| AI Copilot | ✅ | ✅ |
| Customer context | ✅ | ✅ |
| Integration data | ✅ | ✅ |
| Analytics | ✅ | ✅ |
Getting Started
Upgrade to Pro
Live Support requires Pro plan or higher. Upgrade here
Best Practices
Respond quickly
Respond quickly
Customers expect fast responses in live chat. Aim for under 30 seconds.
Use Copilot suggestions
Use Copilot suggestions
Don’t reinvent the wheel. AI suggestions ensure accuracy and speed.
Check customer context
Check customer context
Review their history and current page before responding.
Resolve completely
Resolve completely
Make sure the issue is fully handled before marking resolved.
Hand back to AI
Hand back to AI
When done, resume AI so future questions are handled automatically.