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LIVECHAT OVERVIEW - PRODUCT TOUR

See LiveChat
from the inside

Get to know the key elements of LiveChat even before creating your account.

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Chat Widget

01

LiveChat 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 LiveChat and where they can start a chat.

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A preview of the chat widget and the conversation between a customer and customer support agent. A preview of the chat widget and the conversation between a customer and customer support agent.

Preview LiveChat
on your home page with one click

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:

A preview of language selection in the chat widget settings.

Select language

Change the Chat Widget language and set the first automatic message, giving your agents some extra time.

A preview of availability selection in the chat widget settings.

Set up availability

Decide if the customer can always leave a message or only when support reps are online.

A preview of pre-chat form in the chat widget settings.

Set the pre-chat form

Collect leads or the post-chat to let customers rate the chat and leave comments.

A preview of chat routing setup in the chat widget settings.

Use chat routing

Divide incoming chats by departments, such as product pages to sales and FAQ pages to support.

Add the chat widget to your website

One AI

02

One AI is a free copilot available to everyone on your team and accessible in every section of the LiveChat app.
One AI knows all the ins and outs of LiveChat and other Text products, so it's always ready to help your agents provide faster and smarter support.

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One AI, your AI assistant, inside the LiveChat app.

One AI+
PAID AI FEATURES

One AI+ is a paid AI feature bundle for those who expect even more out of automation. It'll make crossing off your daily tasks from your to-do list a walk in the park. What's in it for you?

An example of a reply suggestion by One AI+, LiveChat's AI assistant.

Reply suggestions

Feed LiveChat with your knowledge sources to ensure your responses are always accurate, consistent, and on brand. 

An example of chat summary by One AI+, LiveChat's AI assistant.

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.

An example of weekly Insights, a summary of the most popular questions from your customers.

Insights

Read 1000 chats in 30 seconds with a weekly summary of the most popular questions from all your LiveChat messages.

An example of Text enhancement by One AI+ works.

Text enhancement

Reply twice as fast. Expand, rephrase, or summarize your message, and adjust the tone while you're at it.

An example of Tag suggestions by One AI+, LiveChat's AI assistant.

Tag suggestions

Simplify your workflow with automatic chat tags, saving you time on searching and tagging chats manually.

Take One AI+ for a spin

Home

03

This is where you take your first steps with LiveChat and get an overview of the key metrics. If you just created your LiveChat account, you will see a to-do list with the first steps.

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A preview of the Home section in the LiveChat agent app, showcasing a summary of key metrics.

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 LiveChat 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 LiveChat (you'll need to enable a sales tracker for that), and chat satisfaction.

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Chats

04

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.

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A preview of the Chats section in the LiveChat agent app, showcasing the chat list, chat feed, and customer details all at once.

Chat list

The chat list is split into three sections: my chats, queued chats, and supervised chats.

A preview of the chat list in the Chats section inside the LiveChat agent app. A preview of the chat list in the Chats section inside the LiveChat agent app.

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:

A preview of the chat feed in the Chats section inside the LiveChat agent app. A preview of the chat feed in the Chats section inside the LiveChat agent app.
Chat history is one of the areas available in the chat feed inside the LiveChat agent app. It's where you see the actual conversation taking place.

Chat history

See the messages sent during the current conversation and those sent before.

Text are is one of the areas available in the chat feed inside the LiveChat agent app. It's where you type in the messages that you want to send.

Text area

Type in your messages, add emojis, and share files like marketing materials, product catalogs, or guides.

AI Assist is one of the areas available in the chat feed inside the LiveChat agent app. It's where you use the AI-based LiveChat features to improve your messages.

AI Assist

Expand, rephrase, and summarize what you wrote. Change the tone of messages, and fix grammar and spelling mistakes.

Reply suggestions is one of the areas available in the chat feed inside the LiveChat agent app. It's where you get your knowledge sources to suggest the most fitting reply to your customer's questions.

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 is one of the areas available in the chat feed inside the LiveChat agent app. It lets you see what the customer is typing at a given moment.

Message sneak-peek

See what the visitor is typing before they send it over.

Canned responses is one of the areas available in the chat feed inside the LiveChat agent app. They let you send predefined messages with just a few clicks.

Canned responses

Use predefined messages that can store a large portion of text you can recall with keyboard shortcuts.

Tags is one of the areas available in the chat feed inside the LiveChat agent app. They help you categorize chats and find them easily when necessary.

Tags

Categorize chats and help you easily find all conversations that deal with the same issue later on.

Chat transfers is one of the areas available in the chat feed inside the LiveChat agent app. It lets you transfer chats to another agent or group.

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:

A preview of the customer details tab in the Chats section inside the LiveChat agent app. A preview of the customer details tab in the Chats section inside the LiveChat agent app.
Contact information is one of the areas available in the customer details tab inside the Chats section of the LiveChat agent app. It's where you see the name, email, time zone, and location of a customer.

Contact information

See the name, email address, time zone, and location.

Pre-chat survey is one of the areas available in the customer details tab inside the Chats section of the LiveChat agent app. It's where you see the information provided in the pre-chat survey.

Pre-chat survey

See information provided in the pre-chat survey.

Visited pages is one of the areas available in the customer details tab inside the Chats section of the LiveChat agent app. It's where you see the number of visited pages and time spent on all pages together.

Visited pages

See the number of visited pages and time spent on all pages together.

Additional information is one of the areas available in the customer details tab inside the Chats section of the LiveChat agent app. It's where you see the number of previous visits and chats.

See the number of visited pages and time spent on all pages together.

See the number of previous visits and chats.

Technology is one of the areas available in the customer details tab inside the Chats section of the LiveChat agent app. It's where you see a user's device information like their IP address, operating system, and browser.

Technology

See a user’s device information.

Get your first chats in minutes

Engage

05

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.

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A preview of the Traffic tab in the Engage section in the LiveChat agent app.

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.

Treat this section as a virtual representation of your website traffic. If you own an online shop, this section represents your shop. Visitors on different pages are like customers in different shop aisles. The Traffic section helps you get in touch with them and offer advice on their purchases. Use the data provided in this section to personalize your messages and win your customers’ hearts.

Customer details in the Traffic tab in the Engage section of the LiveChat agent app. Customer details in the Traffic tab in the Engage section of the LiveChat agent app.

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.

Use campaigns to share announcements, introduce new products, and support visitors when browsing your website. What's in it for you?

  • More chats
  • Improved visitor experience
  • Better conversion from visitors to customers
  • Increased customer satisfaction
A preview of the Campaigns tab in the Engage section of the LiveChat agent app. A preview of the Campaigns tab in the Engage section of the LiveChat agent app.

Goals

Goals is the latest addition in the Engage section. They 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. Add, edit, and delete your goals, and if you want to track them, head over to the ecommerce reports in the Reports section.

A preview of the Goals tab in the Engage section of the LiveChat agent app. A preview of the Goals tab in the Engage section of the LiveChat agent app.
Start engaging your website visitors now

Archives

06

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.

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A preview of the Chats section in the LiveChat agent app, showcasing the archived chat list, chat feed, and customer details all at once.

Chat feed

This is the equivalent to the one you know from the Chats section but for past conversations.

Transcript is one of the areas available in the chat feed inside the Archives section of the LiveChat agent app. It's where you send a conversation transcript to your email or download it.

Transcript

Send a conversation transcript to your email or download it.

Ban visitors is one of the areas available in the chat feed inside the Archives section of the LiveChat agent app. It's where you can block certain customers when necessary.

Ban visitors

Even if the chat ended, it’s still possible to block a customer.

Tag chats is one of the areas available in the chat feed inside the Archives section of the LiveChat agent app. It's where you add tags to archived chats.

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 is one of the areas available in the customer details tab inside the Archives section of the LiveChat agent app. It's where you see the name, email, time zone, and customer location.

General info

See the name, email, and customer location.

Chat info is one of the areas available in the customer details tab inside the Archives section of the LiveChat agent app. It's where you see chat ID, queue time, and other chat information.

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 is one of the areas available in the customer details tab inside the Archives section of the LiveChat agent app. It's where you see sales and goals data for a particular chat.

Sales and goals

See sales and goals data for a particular chat.

Pre-chat survey is one of the areas available in the customer details tab inside the Archives section of the LiveChat agent app. It's where you see the information provided in the pre-chat survey.

Pre-chat survey

See information entered in the pre-chat survey.

Post-chat survey is one of the areas available in the customer details tab inside the Archives section of the LiveChat agent app. It's where you see the information provided in the pre-chat survey.

Post-chat survey

See information entered in the post-chat survey.

Start engaging your website visitors now

Team

07

The Team section is where you manage customers and agents. First, you must add your agents to the LiveChat Agent app, which is the most important thing to do in this section. Invite people to your LiveChat Agent App by sending email invitations or sharing an invite link.

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A preview of the Team section in the LiveChat agent app, showcasing the list of agents added to your LiveChat license.

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. Decide if your agents should be available for chats as soon as they log into the LiveChat Agent App or if they should have time to switch to accepting chats themselves.

Alternatively, you can set working hours so that as long as the agent is logged in, they will become available for chat when their assigned shift starts.

Agent availability details in the Team section of the LiveChat agent app. Agent availability details in the Team section of the LiveChat agent app.
Make your customer support team more effective

Reports

08

Reports give you an overview of LiveChat and your agents' performance. Reports are available on the Team, Business, and Enterprise plans. If you are on the Starter plan and want to check out the reports before upgrading, feel free to go to livechat.com and start a chat with us.

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A preview of the Reports section in the LiveChat agent app, showcasing the summary reports in the last 7 days.

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 LiveChat metrics all at once, and you can actually display it on your wall and monitor.

Chats

This is where you’ll find all the reports from your chats — from the number of chats per day, and hours of activity, to the form in which your customers initiate a conversation with your agents, the number of missed chats, and customer satisfaction.

A preview of total chats report in the Reports section of the LiveChat agent app. A preview of total chats report in the Reports section of the LiveChat agent app.

Agents

You can find your agents performance report, chat response times, staffing prediction, and agent activity reports here.

A preview of the agent performance report in the Reports section of the LiveChat agent app. A preview of the agent performance report in the Reports section of the LiveChat agent app.

Customers

Here, you’ll find the queued customers report and queue abandonment report. The queued customers report shows how many customers waited in the queue and how many left before getting connected to an agent, while the queue abandonment report is the list of visitors who left the queue before talking to an agent.

A preview of queued customers report in the Reports section of the LiveChat agent app. A preview of queued customers report in the Reports section of the LiveChat agent app.

Ecommerce

We have 2 reports here:

  • Achieved goals report, where you can see how many goals you accomplished.
  • Tracked sales reports. You must install the Sales Tracker to your online shop to see which chats bring you revenue. It can help you measure how many sales you made and precisely how much money they brought to your business. If sales are an essential part of why you are using LiveChat, then keeping track of this report is a must.
A preview of tracked sales report in the Reports section of the LiveChat agent app. A preview of tracked sales report in the Reports section of the LiveChat agent app.
Track your sales and key business metrics

Apps

09

The LiveChat Marketplace offers over 200 integrations, including those from our product family and third-party apps. Connecting LiveChat with the apps you already use daily will make your job easier and help improve customer engagement.

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A preview of the Apps section in the LiveChat agent app, showcasing the apps available in the LiveChat Marketplace.

Your whole sales stack in one place

While all of the 200+ integrations enhance your experience with LiveChat, you should start with these three categories to better organize your sales efforts.

A preview of third-party integrations available in the communication channels app category.

Communication channels

Receive and respond to all your messages from across other communication channels directly from the LiveChat Agent App.

A preview of third-party integrations available in the ecommerce plugins app category.

Ecommerce plugins

See your customer’s cart and information. Suggest products and see the customer’s order history in the customer details tab.

A preview of third-party integrations available in the CRM integrations app category.

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.

Reach customers far beyond your website

That's not all

A preview of LiveChat product updates. A preview of LiveChat product updates.
News icon News icon

Product Updates

If you want to keep up with the latest news and product updates, the News section is where they're at.

Go to News

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