Follow these 9 steps to upgrade to Business or Scale, invite teammates, test visitor handoff, and deploy live chat on your website.
Live chat handoff is available on Business ($69/month) and Scale ($149+/month) plans. Open the profile menu, choose Settings, then Plan & billing to upgrade.
Live chat handoff works on public bots, on the bot page and the website widget. Create a bot, train it with your content, and set it to Public in Settings → Bot → Access & team.
Live Chat is off by default. Open the bot's Settings → Live Chat and switch Live Chat to On. The change saves straight away.
In Settings → Bot → Access & team, enter a teammate's email under Team, choose Admin access and click Invite. Admins can accept and reply to conversations too.
Open the public bot page or the widget and type a clear request such as 'Can I talk to a person?', 'Talk to a representative' or 'Connect me to support'. Common spelling mistakes still work.
Open Live Chat in the workspace. Use the Queued, Active, Resolved and Missed filters, open a queued conversation, and click Accept.
Type replies while the conversation is active. The visitor sees them in their chat right away. Click Resolve when you're done, or End when the conversation must close.
Missed and offline chats are saved as leads with the full transcript. Find them in Leads, where you can update their status, export them or download transcripts.
To send leads, including missed live chats, to your CRM, the bot owner opens Settings → Integrations → Webhooks, adds an HTTPS endpoint and turns it on.
Copy the Install script from Overview → Share assets and paste it into your website. The widget now offers live chat on your live site.
The basic widget (all plans) answers questions with AI. Live chat handoff (Business/Scale) lets visitors request human help and your team reply directly.
No. Live chat handoff needs the bot owner to be on Business or Scale. On Free and Pro, the bot keeps answering with AI and, on Pro, can offer to collect contact details.
Visitors already in the queue keep waiting for up to 8 minutes. If nobody accepts, the chat moves to Missed and the visitor is captured as a lead with the transcript.
Ask My Bot automatically detects clear handoff requests like 'Can I talk to a person?'. There's no way to customize the detection logic currently.
There is no separate limit on live chat conversations. AI answers count toward the bot owner's monthly messages.
Illustrative app views with fictional businesses, contacts and sample data. Select an image to view it full size.
Live Chat brings active conversations, the selected transcript and session details together. On Business or higher, an available agent can accept a handoff, reply with context and resolve the conversation.
Explore this workflow