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Run your workspace

Live chat

Live chat lets a teammate step into any conversation when the visitor asks for a human — or when the AI flags a low-confidence moment. The widget and the inbox stay in sync over Reverb, so messages flow without polling.

What the visitor sees

A persistent Talk to a human button sits in the widget header. The agent also watches for human-intent phrases (around 40 patterns like "connect me to an agent" or "is anyone there") and offers the handoff automatically when it spots one. Either path flips the conversation to queued server-side and notifies the workspace.

While the visitor waits, the widget shows Connecting you with someone… for up to two minutes. The bot stops replying; visitor messages queue for the next operator. If nobody claims the conversation in time, the widget switches to No one's around right now and offers an email capture so the team can follow up.

Once an operator claims it, their display name appears (customizable for regulated industries that prefer a generic label). Their messages then arrive as labeled bubbles, and the entire transcript stays intact for post-conversation analytics.

Operator workflow

In the inbox, a red badge surfaces queued conversations. Operators can filter by Needs human, see the visitor's current page, timestamp, and any captured email, and click Claim to take over. The bot disengages immediately; new messages stream into the inbox with two-second polling. Release hands the conversation back to the agent.

Smart availability routing

The system reads three states before showing handoff UI:

  • Operators online. The conversation queues and the team is notified.
  • Inside business hours, no operator online. Still queues; members receive an email.
  • Outside business hours. The widget shows a closed-hours message and offers lead capture instead of queueing.

Business hours and notifications

Hours are configured as JSON in Settings → Live chat — multiple windows per day, timezone validation, full-day closures. Real-time updates broadcast over Reverb. Members with Receive live chats enabled get database notifications plus email; Slack and Teams webhooks provide out-of-band alerts when you don't want everyone watching the inbox.

Canned replies, notes, typing, transfers

  • Canned replies. Saved snippets keyed by shortcut for the questions you answer every day.
  • Internal notes. Toggle a reply into note mode and it's invisible to the visitor — useful for tagging a teammate or leaving context.
  • Typing indicators. Bidirectional, so the visitor knows you're writing and you know they are.
  • Transfers. Hand the conversation to another teammate with a contextual system note explaining why.

Routes for tags, satisfaction ratings, and workspace-level CRUD round out a help-desk-grade UI with a two-pane layout on desktop and a collapsible sidebar on mobile.