Leadoo AI Live Chat offers a hybrid approach to customer communication, combining automated chatbot dialogues with real-time human interaction. This ensures visitors get instant responses even when agents are offline, while allowing your team to step in when personal assistance is needed.

How Live Chat Works (Visitor vs. Agent Perspective)

• Hybrid Setup: The conversation starts with automated bot pathways and seamlessly transitions to a live representative when triggered.
• Instant Notifications: Incoming chats generate sound notifications, browser alerts, and desktop pop-ups to ensure no customer message is missed.
• Chat Pool: Incoming requests enter a shared pool where any available online agent can pick up the conversation. Once an agent accepts the chat, it moves into their personal list.
• Predefined Responses: Agents can use pre-set quick replies for common questions and FAQs to speed up response times.

Key Features & Tools

• Visitor Insights & History: Agents can view contact details, see which webpage the visitor initiated the chat from, and review previous bot interactions for full context.
• Website Tracking: The chat window follows visitors as they navigate through different pages on your site, allowing continuous support.
• Chat Transferring: Conversations can be transferred to a specific colleague or sent back to the general chat pool if needed.
• Admin Overview: Account admins can toggle to Admin mode to review past chat history, manage active/inactive discussions, and monitor agent availability under the Agents tab.

Watch the video guide above for a full visual walkthrough, or contact your Customer Success Manager to enable Live Chat on your account!