Live Support is available on Pro and Turbo plans.
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 → 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 |
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.)
AI Copilot
Get AI-powered suggestions while you chat:- Suggested responses
- Knowledge base lookups
- Quick reply templates
Plan Features
| Feature | Pro | Turbo |
|---|---|---|
| Live Support | ✅ | ✅ |
| Team members | 3 | 10 |
| AI Copilot | ✅ | ✅ |
| Customer context | ✅ | ✅ |
| Integration data | ✅ | ✅ |
| Analytics | ✅ | ✅ |
Getting Started
1
Upgrade to Pro
Live Support requires Pro plan or higher. Upgrade here
2
Access Live Support
Go to Dashboard → Live Support
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.