Every conversation, and a team ready to take over
An agent that answers in public and reports nothing back is a black box. The inbox is the other half: what was asked, what was answered, who asked it - and, when the agent cannot help, a person from your team stepping into the same conversation.
One list, every surface
Website, widget, custom domain, WhatsApp and Telegram conversations arrive in the same place, against the same contacts.
Take over in the same chat
Reply from the inbox and the answer reaches the visitor on the web, WhatsApp or Telegram. The agent waits while a person is on it.
Hand-over on your terms
A "Talk to a person" button, hand-over when the agent is stuck, business hours, and a return to the AI if nobody answers.
Work it as a team
Assign, prioritise, tag and resolve, leave internal notes, and answer the usual questions with saved replies.
Never miss a waiting visitor
New hand-overs go to whoever is online, with email alerts, an Inbox badge and desktop notifications.
The visitor, not just the text
Country, language, referring page and returning-visitor history sit beside the transcript, so you can tell a browser from a buyer.
What teams build with it
Three jobs this does the day you turn it on.
Step in when the agent cannot help
The agent hands the conversation over when a visitor asks for a person or when it is stuck. Your team replies in the same chat, and the agent stays quiet until they are done.
Find what your agent cannot answer
The conversations where the agent said it did not know are the fastest roadmap you will ever get - each one is a page you have not written yet.
Know who you are talking to
Returning visitors, the page they arrived from, their country and their language sit next to the transcript, so the reply fits the person.
Where you set this up
The same build screen every feature is configured from — this row is the one you would touch.
Under the hood
The details you will want before you commit.
How it works
Turn on human support
In the agent's Support tab, choose when it hands over and set your business hours.
Invite your team
Give support staff the Agent role: the inbox, and nothing else.
Take over
Reply when a visitor needs a person, then resolve it or let the agent carry on.
Where it earns its keep
Industry playbooks that lean on this piece — what to build first, and what to charge.
Frequently asked questions
Yes. Type in the reply box under the conversation and the answer reaches the visitor on the chat page, the widget, WhatsApp or Telegram, signed with your first name. On WhatsApp, Meta only allows free-form replies within 24 hours of the customer's last message.
No. While someone from your team holds the conversation the agent stays quiet. If nobody replies within the window you set - 10 minutes by default - it comes back and carries on.
The conversation is assigned to a teammate who is online, and they get an email, a badge on the Inbox and, if they turn it on, a desktop notification. Webhooks route hand-overs into your own tools too.
Yes. Every channel lands in the same list against the same contact, so one person is one conversation history rather than three.
The members of your workspace, under the roles you set. Support staff can have the Agent role: the inbox only, without access to agent building, billing or settings.
How it compares
Side by side with the tools people usually weigh this against.
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LiveChatAI turns your knowledge base into an AI support agent with live-chat handoff, aimed at ticket deflection.