1
The customer asks for an agent
The “Talk to a representative” button appears in the bot only when an agent is available in a department that’s open. If several departments are open, the customer chooses which one to contact.
Live chat
The bot answers most questions. An agent handles the rest.
When a customer asks to speak to a person, they’re connected to an agent in the same window. The agent sees the full conversation with the bot, so there’s no need to ask the same questions again.
How it works
2
The customer joins the queue
Customers can see that they’re in the queue and how much longer they’ll need to wait. Agents receive a notification, even when the dashboard is closed.
3
An agent picks up the conversation
An agent accepts the conversation and replies. If no agent responds within the time you set, the conversation becomes a standard ticket with everything the customer wrote, so it isn’t lost.
Business hours
The option to talk to an agent appears only when someone is available to answer.
Hours for each day
Set one or more time slots for each day of the week, such as 09:00 to 13:00 and 16:00 to 19:00. You can also keep a department open at all times.
Holidays and special dates
Schedule department closures in advance, or set special hours for a specific date, such as the day before a holiday.
A time zone for each department
Each department follows its own time zone, so a department in Israel and one abroad can work side by side.
Outside business hours
The bot keeps answering. Customers who ask for an agent see when the team will be back and can leave a ticket for you to pick up.
Departments
Every conversation reaches the right people.
A department for each area
Sales, customer service and technical support, for example. Each department has its own name and business hours.
Agents by department
Assign agents to their departments and set how many conversations each can handle at once.
Transfers between agents and departments
Agents can transfer a conversation to another agent or department and include a note the customer can’t see. The conversation stays with the original agent until the recipient accepts the transfer.
What your agents get
- One conversation inbox: waiting, mine, all open and history
- The full bot conversation and the path the customer took, before the agent’s first message
- Switch between available and unavailable with a click
- Sound alerts and notifications, even when the dashboard is closed. Notifications contain no customer details
- Saved replies, with a click or keyboard shortcut (Premium)
- Internal notes only your team can see (Premium)
- Pre-chat questions: name, email or phone (Premium)
- Turn a conversation into a standard ticket with one click, including the full transcript
On your website and in your app
Live chat works on your website and in iOS, Android, React Native and Flutter apps. No setup is needed on your website or in your app: enable it in the dashboard, and the option appears automatically.
What’s included in each plan
| What's included | Free | Premium |
|---|---|---|
| Agents | 1 | 5 |
| Departments | 1 | 20 |
| Completed conversation retention | 7 days | 365 days |
| Business hours, holidays and special dates | Included | Included |
| Saved replies | Not included | Included |
| Internal notes | Not included | Included |
| Pre-chat questions | Not included | Included |
Agent conversations count toward your monthly conversation allowance. A conversation handed over from the bot to an agent counts only once.
Want to see how the bot looks on a website?
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