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.
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
Conversation Views
Conversation Filters
Conversation Status
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
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
- Quick reply templates
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
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/email notifications in Settings
4
Monitor & Respond
Watch for waiting customers and start chatting!
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.
Next Steps
Online Visitors
Monitor visitors in real-time
Chat with Customers
Learn the chat interface
AI Copilot
Use AI to respond faster
Email Notifications
Stay notified via email
Discord Setup
Connect Discord server
Slack Setup
Connect Slack workspace