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Get to know the key elements of LiveChat even before creating your account.
Trusted by 35,000+ companies worldwide
Features
Everything you need to deliver exceptional AI-powered customer service and drive revenue.
AI Agent
Intelligent AI that handles customer inquiries automatically, learns from your knowledge base, and escalates when needed.
AI Live Chat
Real-time messaging with AI-powered suggestions, smart routing, and proactive engagement to convert visitors into customers.
AI Help Desk
Automated ticketing system that organizes, prioritizes, and resolves customer requests with AI assistance.
Shared Inbox
Unified inbox that brings all customer conversations — chat, email, social — into one place for seamless team collaboration.
Workflows & Automation
Build custom automation workflows to route conversations, trigger actions, and streamline repetitive tasks.
Analytics & Reports
Comprehensive dashboards tracking CSAT, response times, revenue impact, and agent performance in real time.
200+ Integrations
Connect with Shopify, WordPress, Salesforce, Slack, Zapier, and hundreds of other tools you already use.
Multi-Channel
Meet customers on their preferred channels — website chat, WhatsApp, Facebook Messenger, email, and SMS.
Mobile Apps
Respond to customers on the go with iOS and Android apps. Never miss a conversation.
Security & Compliance
Enterprise-grade security with encryption, GDPR compliance, HIPAA readiness, and SOC 2 certification.
Chat Widget
LiveSoft consists of the customer-facing Chat Widget and the Agent App. The Chat Widget, sometimes referred to as a chat box or chat window, is what you’re probably more familiar with. It’s what customers can see on your website once you’ve installed LiveSoft and where they can start a chat.
Make Chat Widget your own
While the Chat Widget is ready to use out of the box, it is also highly customizable. With just a few clicks, you can easily align it with your visual identity and even preview it live on your web page. Here’s what else you can do with the Chat Widget:
Select language
Change the Chat Widget language and set the first automatic message, giving your agents some extra time.
Set up availability
Decide if the customer can always leave a message or only when support reps are online.
Set the pre-chat form
Collect leads or the post-chat to let customers rate the chat and leave comments.
Use chat routing
Divide incoming chats by departments, such as product pages to sales and FAQ pages to support.
Copilot
Copilot is a free AI assistant available to everyone on your team and accessible in every section of the LiveSoft app. Copilot knows all the ins and outs of LiveSoft and other LiveSoft products, so it’s always ready to help your agents provide faster and smarter support.
AI toolkit
LiveSoft is packed with powerful AI features for those who want to get even more out of automation. It makes crossing off your daily to-do list a walk in the park. What’s in it for you?
Reply suggestions
Feed LiveSoft with your knowledge sources to ensure your responses are always accurate, consistent, and on brand.
Chat Summary
Get a summary of your chats without reading the entire transcript. Review key points from the chat and move on in no time.
Insights
Read 1000 chats in 30 seconds with a weekly summary of the most popular questions from all your LiveSoft messages.
Text enhancement
Reply twice as fast. Expand, rephrase, or summarize your message, and adjust the tone while you’re at it.
Tag suggestions
Simplify your workflow with automatic chat tags, saving you time on searching and tagging chats manually.
Home
This is where you take your first steps with LiveSoft and get an overview of the key metrics. If you just created your LiveSoft account, you will see a to-do list with the first steps.
The Home section is where you can see all the key metrics at a glance:
Real-time overview
Get a general idea of what’s going on with your LiveSoft license, including the number of customers currently browsing your website, ongoing chats, and logged in agents.
Last 7 days
See the most important data, including total chats for the week, queued visitors, achieved goals, how many sales you got with LiveSoft, and chat satisfaction.
Chats
The Chats section is where the communication between agents and customers happens, and it’s subdivided into three key areas: chat list, chat feed, and customer details.
Chat list
The chat list is split into three sections: my chats, queued chats, and supervised chats.
Chat feed
The chat feed is where the actual conversations take place. It hosts all the critical elements to have an actual conversation with a customer.
Chat history
See the messages sent during the current conversation and those sent before.
Text area
Type in your messages, add emojis, and share files like marketing materials, product catalogs, or guides.
AI Assist
Expand, rephrase, and summarize what you wrote. Change the tone of messages, and fix grammar and spelling mistakes.
Reply suggestions
Match customer questions with suggested replies based on the knowledge sources you feed them, like your knowledge bases or product pages.
Message sneak-peek
See what the visitor is typing before they send it over.
Canned responses
Use predefined messages that can store a large portion of text you can recall with keyboard shortcuts.
Tags
Categorize chats and help you easily find all conversations that deal with the same issue later on.
Chat transfers
Transfer a chat to another customer service rep or group. Always make sure that the agent receiving the transfer is aware of the incoming chat.
Customer details
This is where you find useful information about the customer you are talking to so you can provide more personalized support. That includes:
Contact information
See the name, email address, time zone, and location.
Pre-chat survey
See information provided in the pre-chat survey.
Visited pages
See the number of visited pages and time spent on all pages together.
Technology
See a user’s device information.
Engage
The Engage section sits just below the Chats section. For account owners and admins, it contains two tabs — Traffic and Campaigns — that you can use to engage website visitors manually or automatically. For agents, Engage only contains Traffic.
Traffic
Traffic shows the list of current visitors on your website in real time and gathers customer data about them, including name, email, location, time spent on your website, and more.
Campaigns
Campaigns let you welcome and support visitors on your website. They encourage visitors to talk to you or guide them through your website and products.
Goals
Goals let you measure almost any event happening on your website and credit it to a specific chat, including placed orders or the number of visitors landing on a specific page.
Archives
All of your past conversations are stored in Archives. They’re invaluable when you want to look for patterns and repeating cases, train new agents using old chats, and simply check the conversation history of a certain customer. Just like the Chats section, Archives is subdivided into three key areas: archived chats list, chat feed and customer details.
Chat feed
This is the equivalent to the one you know from the Chats section but for past conversations.
Transcript
Send a conversation transcript to your email or download it.
Ban visitors
Even if the chat ended, it’s still possible to block a customer.
Tag chats
Choose the correct tags from the list, and pick multiple tags in one go.
Customer details
Get all the information about the archived chat, including:
General info
See the name, email, time zone, and customer location.
Chat info
See chat ID, queue time, page the chat started on, referring page, customer IP, groups that handled the chat, chat rating, and visitor’s comments.
Sales and goals
See sales and goals data for a particular chat.
Pre-chat & post-chat survey
See information provided in the pre-chat and post-chat surveys.
Team
The Team section is where you manage customers and agents. First, you must add your agents to the LiveSoft Agent app, which is the most important thing to do in this section. Invite people to your LiveSoft Agent App by sending email invitations or sharing an invite link.
Agent Availability
Once your team is added, you can edit their availability in bulk. Select all the agents you need, and then pick Availability settings.
Working hours
Set working hours so that as long as the agent is logged in, they will become available for chat when their assigned shift starts.
Reports
Reports give you an overview of LiveSoft and your agents’ performance. Reports are available on the Team, Business, and Enterprise plans.
What are the most important reports you should look at?
Summary: Last 7 days report
The Last 7 days report tells you what is going on in your license, showing metrics like the number of chats, sales, or ticket and chat satisfaction.
Dashboard
The dashboard shows key LiveSoft metrics all at once, and you can actually display it on your wall and monitor.
Chats
Find all the reports from your chats — from the number of chats per day, and hours of activity, to the number of missed chats and customer satisfaction.
Agents
You can find your agents performance report, chat response times, staffing prediction, and agent activity reports here.
Customers
Find the queued customers report and queue abandonment report.
Ecommerce
Track achieved goals and sales revenue. See exactly which chats bring in revenue and how much money they generated.
Apps
The LiveSoft Marketplace offers over 200 integrations, including those from our product family and third-party apps. Connecting LiveSoft with the apps you already use daily will make your job easier and help improve customer engagement.
Your whole sales stack in one place
While all of the 200+ integrations enhance your experience with LiveSoft, you should start with these three categories to better organize your sales efforts.
Communication channels
Receive and respond to all your messages from across other communication channels directly from the LiveSoft Agent App.
Ecommerce plugins
See your customer’s cart and information. Suggest products and see the customer’s order history in the customer details tab.
CRM integrations
Create leads from chat and see all your customer details in the agent app to better tailor the communication to a particular customer.
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