Let visitors talk to a real person, and let AI cover the rest
A visitor who wants a person and cannot reach one is a customer you lose. The assistant answers first, from your website's pages, and any chat can go to a real person on your team, live.
When nobody is there, the chat still reaches you by email with the visitor's details. Nobody is left talking to a bot that cannot help.
AI answers first, you take over when it matters
The assistant handles the questions your website already answers, at any hour. The chats that reach your team are the ones that need a person.
When the chatbot hands off to a human
A chat goes to a person in one of four ways. The visitor can always ask, and the assistant calls for a person on its own in the other three.
The visitor asks for a person
The "Talk to a person" link is always in the widget, and typing the request works too. The widget's header tells the visitor whether a person is online before they ask.
The visitor wants a quote, a booking or a call back
The assistant cannot make bookings, quotes or promises. It brings in your team instead.
The visitor has a complaint
A complaint goes to a person. The assistant does not argue with an unhappy customer.
The website does not answer the question
The assistant says it is not sure and offers to pass the question to the team. If the visitor wants it followed up, the chat goes to a person.
How you hear about it
Team members mark themselves "Available for live chat" in the portal. While someone is available, a visitor who asks for a person goes to the live inbox as waiting.
Portal open: a desktop notification and a sound
An open portal tab shows a desktop notification and plays a sound, on whichever page of the portal you are. The waiting chat sits at the top of the inbox.
Portal closed: a "Someone is waiting" email
If the portal is not open in any browser, a "Someone is waiting on yoursite.com" email goes out 15 seconds after the visitor asked.
- Quote for a replacement boilerWaiting
- Which areas do you cover?With Maya
- Asked to talk to a personMissed
You see the whole conversation before you say hello
Open the conversation and you see everything said so far, the pages the assistant answered from, the source the visit came from, and any earlier visits by the same visitor. The visitor sees "You are talking to" and your name, and never has to repeat the question. Messages are live both ways with a typing indicator.
Nobody available? The missed chat still becomes a lead
When nobody is available, the visitor is told the team will get back to them and is asked for contact details. You get an email instead.
The missed-chat email
The "Missed chat on yoursite.com" email says what the visitor needs and carries the whole conversation. If the visitor leaves contact details afterwards, a second email follows with the address to reply to.
Call-back requests
The widget has a "Request a call back" link, which you can switch off. The visitor leaves a name and a phone number or email, and you get an email whose subject starts "Call back requested".
A waiting chat never hangs
A live handoff that nobody joins within 5 minutes becomes a missed chat. The visitor is asked for contact details, and you get the missed-chat email.
Live chat for your whole team
Owners invite people by email, as owners or as agents. Agents work the inbox, leads, visitors and people, and can block a visitor. Owners also manage sites, knowledge, settings, usage and the team. Seats come with the plan, and there is no per-seat charge.
AI chatbot or live chat: why you want both
Live chat alone needs someone at the desk all day. A chatbot alone leaves visitors stuck when it runs out of answers. With both, the assistant answers at any hour and a person steps in when asked for.
You reply from the portal in a web browser. There is no mobile app yet, so away from the desk the emails are how you hear about a chat.
Frequently asked questions
How does chatbot to human handoff work?
The assistant hands off the chat when the visitor asks for a person, wants a quote, a booking or a call back, has a complaint, or asks something the site does not answer. Whoever is marked available gets a desktop notification, opens the conversation and replies live.
Can visitors talk to a real person right away?
Yes. The "Talk to a person" link is always in the widget. If someone on your team is available, the chat goes to the live inbox at once. If not, the visitor leaves a message.
What happens if nobody on the team is available?
The visitor is asked for contact details and you get a missed-chat email with the whole conversation. The visitor can also request a call back.
Does the visitor have to repeat the question?
No. The team member sees everything the visitor and the assistant said, including the pages the assistant answered from and any earlier visits by the same visitor.
How do I get notified of a new chat?
If the portal is open, you get a desktop notification and a sound. If the portal is closed, you receive a "Someone is waiting" email 15 seconds after the visitor asks.
Is there a mobile app?
No, not yet. The portal works in a web browser, and the emails cover the time you are away from it.
What is the difference between a chatbot and live chat?
A chatbot answers questions from your website automatically. Live chat connects the visitor to a person on your team. AI Chat for Website does both: the assistant answers first and hands off to a person when needed.
Put a real person behind your website chat
Sign up, let AI Chat for Website read your site, and mark yourself available. The first visitor who asks for a person reaches you.