On-site chat that looks like you — with an assistant, or purely human.
We build the chat window exactly to your brand. You choose the mode: a digital assistant as first response, or a purely human chat run by your team. And you can switch anytime.
It's not a support widget. It's not a ticketing queue.
It's a digital assistant for first response in support.
The LiveChat assistant is the first contact that talks to the customer. It resolves the routine, qualifies complexity, hands the operator what really needs human judgment — with the full conversation context.
What changes in your company.
They don't wait in a queue for an agent
The assistant starts immediately and a person steps in when needed. The customer repeats nothing along the way.
You handle more conversations at once
The assistant holds the routine, and your agent joins a conversation already under way with the full context — not an empty window.
A small team can run live chat
You don't need people on shifts at the chat just to offer it. A person is there where they add value.
What you customize on this assistant.
We don't build templates. We build the LiveChat assistant individually — the assistant holds the front line, a human takes over when needed.
Style and tone
How the assistant and operator communicate — from formal to friendly. All in your brand's tone.
What it can do
Real-time replies, qualification, bookings, operator takeover, agent-assist. You define the scope.
What it knows
Your services, availability, procedures, FAQs and internal rules. Trained on the reality of your company.
Connections
CRM, helpdesk, bookings, inventory — it works with live data.
In your brand's design
Colors, name, window appearance, message style and a strategic pop-up — exactly to your brand.
Human takeover
When and how the assistant hands a conversation to the operator — smoothly, with the whole context. Rules to fit you.
Every solution bespoke
Plus anything else — you define what the assistant should know, do and which features it has.
With every assistant you also get a free dashboard — conversation history, statistics, escalation overview and live conversations where your team takes over the chat directly from the overview.
A customer in the cart has a question. The assistant answers, the purchase continues.
A real live chat during checkout. No cart abandonment.
Looks like part of your website, not a foreign widget.
We build the chat window to your design and connect the assistant into it. We don't plug into foreign tools — the window is ours, the look is yours.
Four types of situations in which live chat operates.
Live chat is used where the customer expects an immediate reply. The assistant is the first layer — operators take over only what's truly complex.
An incoming query
A customer opens the widget and asks — the assistant responds within 2 seconds and leads the dialogue to a resolution.
An escalated conversation
The assistant recognizes the topic needs a human and hands it to the operator with the full history — no “please repeat”.
Hybrid mode (operator assistance)
The operator replies in person, the assistant suggests wording and materials in the background. The operator is ~40% faster.
A traffic peak
When 50 queries come in 10 minutes (a campaign, an outage, a sale), the assistant absorbs the routine. Operators handle only the critical ones.
Typical customer interactions.
Two examples of how live chat works across industries.
→ Technical query → diagnostics from the connected system → a specific solution or escalation.
→ Pre-arrival request → booking identification → an action in the PMS system.
One assistant. Dozens of parallel conversations.
What would traditionally require 5–10 operators, the assistant handles at once. Operators take over only what's really complex. No queue, no customer waiting.
What the company stops dealing with.
Live chat has a specific problem — the customer expects an immediate response. If they don't get it, they leave.
A queue in live chat
The customer waits 3 minutes for an operator and leaves in the meantime.
The assistant responds within 2 seconds, the queue doesn't exist.
Operators keep answering the same things
70% of queries are the same 30 questions.
The assistant resolves them autonomously, operators do the more complex things.
Peaks burn out the team
After a campaign / Black Friday / outage, 200 queries come in. Operators overworked.
The assistant absorbs the peak, operators take over the top of the pyramid.
Outside business hours = nothing
At 7 p.m. you switch off the chat, at 7:05 the customer goes to a competitor.
The assistant keeps the chat 24/7, resolves the routine, escalates the rest for the morning.
How the assistant is trained on your company.
Live chat is about speed and accuracy. Training focuses on decisions — what to resolve autonomously, what to hand over.
Response patterns
Reply length, when to acknowledge receipt (“One moment, checking”), when to answer directly. We calibrate to your channel's pace.
Knowledge base
Products, services, terms, FAQs. The assistant draws solely from approved sources.
Escalation thresholds
Confidence score, keywords, priority tags, query types. We define together what to hand over immediately, what to resolve.
Tone at peak
When it's a hot day, the assistant stays calm and structured. No generic “we apologize for the wait”.
Routing logic
Who gets a sensitive query, who gets a technical query, who gets a priority customer. The assistant hands over to the right person.
Which systems it connects to.
Live chat needs data in real time. Without it, it's just a faster FAQ.
Live chat platform
Smartsupp, Daktela or a custom solution. The assistant is a layer over your existing chat.
CRM system
Raynet, Anabix, eWay-CRM or a custom API. Customer history lookup, ticket creation, qualification.
Helpdesk / ticketing
Daktela or your own helpdesk. Escalated conversations continue as tickets.
E-commerce / inventory
Shoptet, Upgates, WooCommerce, ERP. Order statuses, availability, returns.
Booking system
Reservio, Reenio, Bookio, hotel PMS. When a system has no API, we solve the connection another way too.
Knowledge base
Your wiki, shared documents or knowledge base. The assistant queries current documentation, not stale FAQs.
What the assistant actually does.
Actions it can perform on its own, without waiting for an operator.
- 01Answers a question from your knowledge base
- 02Checks the status of an order, delivery or booking
- 03Finds a product, service or document by description
- 04Handles a routine change (address, contact details, preferences)
- 05Creates a ticket in the helpdesk or a task for the team with full context
- 06Hands the conversation to a specific operator by team, region or customer priority
- 07Sends documents (invoice, guide, terms, price list)
- 08Schedules a meeting in the connected calendar
- 09Requests the missing information so the team doesn't have to ask
When it hands over to a human.
In live chat, escalation is the most frequent operation. The assistant hands over with the full history, not a reconstruction.
Customer request
“I want a human” → immediate transfer to the first available operator per routing rules.
A complex problem
A query requiring judgment beyond the routine (technical diagnosis, an individual solution, negotiation).
Sensitive topic
Refunds, legal or health questions and other more sensitive situations — a human by default, or a digital assistant by arrangement.
An angry tone
The assistant recognizes an angry tone and hands over to the operator with a summary — it doesn't wait for it to escalate.
Repeated escalation
If the customer repeats a question 3×, the assistant hands over automatically — it doesn't keep trying.
What deployment looks like.
Seven steps from the first consultation to production — 7–10 days.
Consultation
Mapping chat volume, peaks, escalation logic, team structure.
Chat audit
Analysis of the last 500 real conversations — query types, frequency, escalations.
Configuration
Response patterns, escalation thresholds, routing logic.
Training
Knowledge base, approved answers, examples of correct escalation.
Integration
Live chat platform, CRM, helpdesk, inventory.
Pilot operation
Launch on 20% of traffic, quality monitoring, calibration.
Full operation
Launch on 100% of traffic, weekly reviews for the first 4 weeks.
Operational impact we measure from the first week.
Especially important for live chat — we measure the effect on the team and on customer service.
What the assistant does
- Response time (assistant vs. team before)
- Resolved autonomously vs. escalated
- Peaks vs. regular traffic
What moved off people
- Operator hours freed up for complex cases
- Less overwork at peaks
- Lower operator turnover (data from SaaS clients)
How well it answered
- Satisfaction score after the interaction
- Re-open rate (reopened cases)
- Topics with repeated escalation → training suggestion
What the customer feels
- NPS after the chat
- Shorter queue (time to first response)
- 24/7 availability vs. business hours
It's not a digital assistant. It's not a foreign widget.
It's a purely human chat in your design.
We don't plug into Intercom, Crisp or other tools. We build the chat window ourselves — exactly to your brand — and it's run solely by your team. Want a digital assistant for the first response on top? We have the LiveChat assistant.
What you customize on the live chat.
We don't build templates. We build the live chat bespoke — the window and the operation to your brand. A purely human conversation, no AI.
In your brand's design
We build the window — colors, name, message style and a strategic pop-up. Exactly to your brand, not a foreign widget.
Tone and scenarios
How your operators communicate — tone, scenarios, greeting. To your brand.
Availability
Opening hours, shifts and staffing rules — to how you want to run the chat.
Connections
CRM, helpdesk and bookings — operators work with live data.
Every solution bespoke
Plus anything else — we build the solution to your requirements.
Included is a free dashboard — conversation history, statistics and live conversations where operators reply right from the overview.
A visitor writes. Your operator replies.
A real chat on the website. No AI — a specific person from your team writes.
Three steps, no robot.
LiveChat is a purely human channel. We build the window, connect your team, and from the first moment real people talk to visitors.
A window in your design
We build the window to your brand — logo, colors, font. It looks like a natural part of the website.
Your operators connect
Your team writes directly from a clear interface. They see who's on the website and reply within moments.
No AI, no robot
A purely human conversation. You can add a digital assistant for the first response any time — switch to the LiveChat assistant.
Sometimes the customer wants to talk to a human.
No robot, no “sorry, I don't understand” scripts. From the first message a real person from your team writes — empathy, intuition and trust a machine can't replace. A purely human channel, built bespoke to your brand.
A real person, not a bot
The customer immediately sees they're chatting with your operator. In more sensitive industries and premium brands, it's the difference between “I'll leave” and “I'll buy”.
Understands the unspoken too
The operator senses the mood, reacts to details and leads the conversation in a way a script can't. No off-target replies.
You control every reply
Nothing is sent automatically. Every word is written by your team — no risk of an “AI” saying something you don't want.
Want a first-line response outside shifts too? You can complement the human chat any time with the LiveChat assistant — the decision is yours.
We'll build your LiveChat to measure — with an assistant, or purely human.
No slides. We'll go through your site, your volume and which mode fits you. Start with one — add the other anytime.
30 minutes. Online. No commitment.