Live Chat · Websites
Léa is logged in, so the chat knows she is Atelier Nord and that ORD-2026-1211 left the warehouse on Friday. The assistant answers from that record, not from a help page about delivery times. Her second question is one an order cannot answer, so the assistant says so and hands the thread to Sofie, who reads it from the first line.
From the page they are on. A visitor who is logged in, or whose email matches a contact, is that contact: the order, the open quote and the last ticket sit beside the thread before anyone types an answer.
From the page they are on. A visitor who is logged in, or whose email matches a contact, is that contact: the order, the open quote and the last ticket sit beside the thread before anyone types an answer.
What the assistant may read, when a person steps in and what a conversation becomes are yours to set.
The assistant reads your knowledge pages and, once the visitor is recognised, the records you allow: the order, the quote, the booking. Every answer names where it came from. A question that needs a record it may not read, or a decision, goes to a person.
A block in the Website Builder or one line on any other site, in your brand template's colours, with a greeting that knows the page it is on.
When the assistant stops and who takes over is a rule on the conversation: by page, by word, by what the visitor has open, by the amount at stake.
The answers you give ten times a day, one click away, with the visitor's name and their order already in.
Chat hours per team. Outside them the assistant still answers what it can, and what it cannot becomes a message that Sofie finds as a ticket at 08:30.
Every conversation is on the contact, next to the emails, the calls and the tickets, whoever answered it.
An answer with its source, and a line it will not cross
The assistant reads your knowledge pages and, once the visitor is recognised, the records you allow: the order, the quote, the booking. Every answer names where it came from. A question that needs a record it may not read, or a decision, goes to a person.
What adapts: who the visitor is matched to (a pet owner, a buyer), which records the assistant may read, the question it answers on its own, the rule that hands it to a person, and what the conversation becomes. Two businesses can run Live Chat and disagree on every one of those.
The owner is matched by phone number, the assistant reads the patient file and the vets' calendars, offers the open slots for a vaccination, and the conversation becomes a booking on the clinic's day. Any word about pain or an emergency goes to the front desk before the assistant says another thing.
The buyer at Maison Berger is matched on login, the assistant reads the stock line and that client's price list, answers with what is on the shelf and when the rest arrives, and the conversation becomes a quote. A quantity over the threshold, or any question about price, goes to the account manager.
A conversation in Enobase sits in the same inbox as the email threads and the messages from the client portal, on the contact it belongs to. When Sofie decides Léa's question needs the carrier chased, she creates the ticket from inside the thread: the client, the contract and the order are already on it, and the transcript comes with it. The chat window never closes and nothing is pasted anywhere.
Every open conversation on the left, the thread in the middle, and on the right the contact with the records the visitor is asking about. The ones the assistant is handling alone are marked; the ones waiting for a person are on top.
What the assistant may read, when a person steps in and what a conversation becomes are yours to set.
The chat is a block on the page, in the page's language and your brand template, and it knows which page it was opened on. See Website Builder.
The websiteA visitor asking for a price is an opportunity on the contact, with the transcript as its first note and the call back on Mathilde's day. See CRM.
CRMThe question that needs a technician or a carrier is a ticket with the thread attached and the SLA from the client's contract, and Sofie is already on it. See Helpdesk.
HelpdeskA slot offered in the chat is a booking on the host's calendar, with the reminder the day before. See Appointments.
AppointmentsA chat widget on the site
An assistant answering from your help pages
The visitor recognised as the client
"Where is my order" answered from the order
Hand-off to a person, thread included
The chat becomes a ticket, a lead or a booking
Chat and email in one inbox, on the record
Time to live
| What you need | A spreadsheet | A live chat tool | A suite module | Enobase |
|---|---|---|---|---|
| A chat widget on the site | No | Yes | Yes | Yes, a block in the Website Builder or one line on any site |
| An assistant answering from your help pages | No | Yes | Sometimes | Yes, from your knowledge pages, with the source shown |
| The visitor recognised as the client | No | A contact with a chat history | Sometimes | Yes, with the order, the quote and the booking beside the thread |
| "Where is my order" answered from the order | No | Through an integration | From their own order | Yes, from the record, with the source shown |
| Hand-off to a person, thread included | No | Yes | Yes | Yes, by a rule you can read |
| The chat becomes a ticket, a lead or a booking | Typed in | Their ticket, a lead pushed out | Their ticket | Yes, on the contact, transcript attached |
| Chat and email in one inbox, on the record | No | Their inbox | Their inbox | Yes |
| Time to live | A day | A day | Months | One week |
Yes. On its own it is the widget, the shared inbox, the assistant reading your knowledge pages, canned replies and hours. Turn on CRM and a conversation becomes an opportunity; turn on Helpdesk and it becomes a ticket; turn on Appointments and the assistant offers real slots.
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