Features / Chat tools
The tools that turn
a chat box into
a support desk.
See what a customer is typing before they send it. Insert a saved answer without breaking flow. Tag it, hand it over, and finish with a rating you can report on. Ten tools that live inside the conversation, where the work happens.
No credit card. One snippet to install.
Ana Ferreira
Order #40118 · returning customer
Ana is typing
the tracking number still says label created and it's been four
Reply faster
Read the question before it is asked.
What the visitor is typing appears in your console as they type it — quoted and greyed above the composer. You get a head start of one sentence, which is usually the sentence you needed.
- Travels on the same realtime channel as the messages themselves — no polling, no second connection to keep alive.
- One direction only. A visitor never sees an agent’s half-written reply, because a draft that gets rewritten is worse than silence.
- Capped at 200 characters and never stored: enough to act on, cheap on every keystroke, and gone the moment it is sent.
Ana is typing
the tracking number still says label created and it's been four
Save time on repeated questions
Answer the twentieth "where is my order" as well as the first.
Write the good version of an answer once, save it, and insert it from the composer. The library belongs to the workspace, so one person’s best answer becomes everyone’s.
- Insert from the composer without breaking flow or leaving the conversation.
- Shared across the workspace and editable in one place — fix a stale price once, not in nine people’s notes.
- Still just text when it lands: edit it before sending when the situation deserves it.
- Insert
Shipping delay
Your parcel has left our warehouse and is…
Refund policy
You can return anything within 30 days of…
Business hours
We answer Monday to Friday, 9–18 CET. Outside…
Escalate to billing
I am passing this to our billing team — they…
Better than a wall of text
Buttons, quick replies, cards and carousels.
Some answers are a choice, not a paragraph. Attach quick replies to a message and the visitor answers in one tap; send cards when the answer is three products rather than three sentences.
- Quick replies — up to a handful of one-tap options attached to the message that asks the question.
- Cards and carousels — an image, a title, a line of text and a button, swiped horizontally.
- Buttons that link out, so "here is the returns form" is one tap rather than a pasted URL.
Starter
1 seat · widget only
ChooseTeam
10 seats · routing
ChooseShare anything
A screenshot ends an argument three messages early.
Attachments move both ways: the visitor sends the photo of the damaged box, you send back the replacement label. Both sides of the conversation can attach files.
- Uploads from the widget and from the agent console, stored with the conversation.
- The public side is rate-limited, because an upload endpoint a stranger can reach is an upload endpoint a stranger will test.
- Files stay attached to the thread, so the archive keeps the evidence along with the words.
Find past conversations
Every chat is kept, and every chat is findable.
Search the transcript, then narrow by status, assignee, tag, date or rating. The whole conversation is there — messages, attachments, who took it and what they were told.
- Filter by status, agent, tag, date range and rating — plus any custom property your site attaches to a visitor.
- Full-text search across the conversation itself, not just names: the archive is indexed, so a phrase from a message finds the chat.
- A retention job prunes on a schedule you set, so the archive does not quietly become a liability.
- ANAna Ferreira212 Aug14 messages
- SASam Okoye9 Aug6 messages
- LILin Wei39 Aug21 messages
Never lose a lead
Say something before they give up and leave.
A name and an email are taken before a conversation can start, so the lead is captured whatever happens next. Set a delay and a message, and a chat that goes quiet gets told so rather than left in silence.
- Both the delay and the wording are yours; set the delay to zero and the whole thing is off.
- Sent server-side on a schedule, so it fires exactly when nobody on your team is there to send it.
- Once per conversation, ever. A nudge that repeats is a bot pestering somebody who has already decided to leave.
Sent automatically after 3 min
Everyone is with another customer right now — we have your email from the start of this chat and we'll come back to you there.
ana@company.com · captured before the chat began
Never miss a chat
A sound, and a notification that survives a hidden tab.
New messages ring and raise a system notification, so the console can sit behind eleven other tabs and still get you back within a few seconds.
- System notifications, asked for explicitly — the browser permission is requested when you turn it on, never on page load.
- A short two-tone tone synthesised in the browser: no audio asset to load, and nothing to fail on a slow connection.
- Best-effort by design. A blocked sound never becomes an error banner in the middle of a conversation.
New message from Ana Ferreira
the tracking still says label created
Help your teammates
Hand the conversation to whoever can actually finish it.
Reassign an open chat to the teammate who knows the answer. The transcript goes with it, so the customer is never asked to explain themselves twice.
- Pick a teammate by hand, with who is online shown at the moment you choose, or let auto-assignment give it to whoever is least busy — counted from their open conversations, not a guess.
- The full history transfers — the new agent reads what happened instead of asking.
- Assignment is visible in the conversation header, so nobody wonders whose chat this is.
- PR2 openLeast busy
Priya N.
Billing team
- MA5 open
Marcus L.
Shipping team
- DA7 open
Dana R.
Support team
Improve your customer service
A rating, a survey, and a number you can act on.
Visitors rate the chat in one click and can leave a comment afterwards. Those ratings become an average CSAT on the analytics page, next to volume, response time and missed chats.
- One-click rating in the widget, at the moment the customer still remembers the chat.
- A post-chat survey for the detail a star cannot carry.
- Average CSAT reported alongside conversations, active chats and missed chats — so a good week and a busy week can be told apart.
How did we do?
Avg CSAT
4.6 / 5
Rated chats
312
What sits behind the conversation.
The chat tools are the surface. These are the parts that decide whether the surface keeps working at volume.
An AI agent on the front line
It answers what it can from your material and hands over the rest, with the conversation intact rather than restarted.
Summaries and suggested replies
Open a long thread to a summary instead of a scroll, and take a suggested reply as a starting point when the answer is routine.
Skills you author
Decide what the agent may do — the instruction you write is the description the model reads before it calls anything.
A widget in eight languages
German, English, Spanish, French, Japanese, Korean, Vietnamese and Chinese — chosen from the visitor's own browser, a workspace default, or set per visitor from your own page.
Analytics that answer staffing
Volume by hour of week, response times, missed chats and CSAT — enough to know which hour is short-handed.
Teams and routing
Group agents, route by team, and see who is available before you hand something over.
API and webhooks
Workspace tokens, an endpoint index generated from the API itself, and webhooks for the events you want elsewhere.
Security and erasure
Two-factor per person, single sign-on per workspace, an audit log, and a deletion path that reaches the data it claims to.
Questions.
Everything an agent uses inside a conversation rather than around it: seeing what is being typed, inserting a saved reply, tagging, attaching a file, handing the chat to a colleague, and collecting a rating at the end. They are the difference between a chat box and a support desk.
Put it on your site this afternoon.
One snippet, and the console is live. Every tool on this page is on from the first conversation — nothing here is an upgrade you discover later.