Where the conversation starts
Answer while they are still on the page.
A messenger you embed on your site, and an agent workspace where the queue, the thread and everything known about the visitor sit on one screen.
- 3
- panes on one screen
- 7
- settings tabs
- 1s
- wait clock tick
- 1–5
- rating after a chat
Every channel, one record
Capabilities
What Live Chat does
Every line below is something you can open in a trial and point at.
A queue that tells you it is slipping
The header counts who is waiting for an agent and re-times the longest wait every second, rather than only when a poll lands.
You can see what they can see
Current page and path, referrer, time on site, page views, device, browser, OS and location — beside the thread, not behind a click.
Known customer or anonymous, stated
The panel says outright when a visitor is not signed in, because that changes what an agent is able to promise them.
Saved replies on a slash
Agents insert a canned reply from the lightning button, or by typing / and the shortcut.
AMI sits in the side panel
Suggested replies and a knowledge base search with inline article previews, on the conversation the agent is reading.
Routing, hours and the offline path
Concurrent chat limits, re-offer to the team after a timeout, queue position for the visitor, office hours with a timezone, and what happens when nobody is there.
Not yet
Things Live Chat does not do today
File attachments — pending private, malware-scanned storage
Emailed transcripts — pending a transactional delivery provider
Works with
No connectors. Same records.
In practice