Live chat
Live chat for your website that tells visitors how long they’ll wait.
Put a chat in your colours on your site with one snippet. A chatbot can answer first. When a person is needed, the visitor sees their place in the queue and an estimated wait, or leaves a message that becomes a ticket.
- In the widget
- Your colours
- Pre-chat form
- Files
- Typing
- Read receipts
Website chat today
A spinner, no number, and a visitor who closes the tab.
“They left before anyone answered.”
A chat that just says “please wait” feels like nobody is there.
“The 11 pm chat was gone by morning.”
If nobody is online, the visitor and their question disappear.
“The chat tool doesn’t know the customer.”
Agents ask for an order number the CRM already has.
The widget
Your colours, your greeting, your pre-chat form. One snippet.
Set the colours, logo, position and greeting, and the fields you want before a chat starts. Paste one snippet on your site and allow only your own domains. Visitors can send files, and they see when you’re typing and when you’ve read their message.
- A pre-chat form with your fields
- Files, typing and read receipts
- A chatbot before a person, in every plan
Routing
A Malay question goes to someone who answers in Malay. VIPs go first.
A chat goes to someone with the right skill, like Bahasa Malaysia or Warranty. VIP customers move up the queue. Agents can transfer a chat to a colleague or a team.
- Skills, teams and priorities
- VIP first in the queue
- Transfer to an agent or a team
A Malay warranty question on WhatsApp, routed to Warranty & Repairs. Web chats are routed the same way.
Nobody free
Closed, full or offline: the visitor leaves a message, and you get a ticket.
When you’re closed, the queue is full or nobody is online, the widget says so and offers a short form. The message becomes a ticket on the customer’s record, and the customer is told it arrived.
- Your business hours and holidays
- A queue limit and your own messages
- A ticket, an email to the team, or both
Teras Home’s website chat in our demo workspace while it’s closed: the form, filled in by a visitor. Sending it makes a ticket.
Supervisors
Priya has six chats, Hafiz has two. The monitor shows it before anyone breaches.
The monitor shows live chats, the queue, chats with the bot and SLAs at risk, with every agent’s load. A supervisor can open any chat, take it over or hand it to someone else.
- Live chats, queue, bot and SLA at risk
- Each agent’s chats and status
- Take over or reassign
Teras Home’s monitor: 10 live chats, 3 of 6 agents available, Priya at 6 chats out of 10.
Into the CRM
A website visitor becomes a lead, with the chat on it.
Create a lead or a contact from the chat, and the conversation stays linked. Next time they write, the agent sees who they are.
- Leads from live chat, rated and scored
- The customer panel beside every chat
- Every chat kept in History
Leads from Live Chat beside WhatsApp, each with a rating and a score.
Connected to everything else in Axonave
A website chat is a chat on the customer’s record.
The widget shares its queue with WhatsApp, its answers with the knowledge base and its visitors with the CRM.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
CRM
Visitors become leads, with the chat attached.
Chatbot & flow builder
Menus and questions before a person, or after hours.
Help centre
The AI answers from your articles, with a link to the source.
Helpdesk
A message left at night is a ticket by morning.
While they wait
“You are #3 in queue.” Your visitor sees the number.
The widget shows the visitor their place, an estimated wait and how many customers are waiting. When an agent picks up, it says who. When nobody can, it offers a message form instead of a spinner.
- The place in the queue and an estimated wait
- The name of the agent who picks up
- A message form when the queue is full or you’re closed
Teras Home
Can the Kayu sofa cover be washed in a machine?
Someone picks up
Mei Ling Tan has joined the conversation
The visitor knows who they’re talking to.
The queue gives up
Nobody is free right now
Leave us a message and we will get back to you.
After hours
We’re closed right now
Leave us a message and we will get back to you when we open.
Who chats with their visitors
Online shops
Delivery and stock questions answered on the product page, in three languages.
Showrooms
An evening enquiry left as a message, followed up when you open.
Service teams
Chats routed to the team with the right skill, with the customer’s record beside them.
Questions about live chat
How do we add the chat to our website?
Paste one snippet into your site. Each widget has its own list of allowed domains, so it only runs where you put it.
Can it match our brand?
Yes. Set the colours, logo, position and greeting, and the pre-chat form fields you want.
What does a visitor see when everyone is busy?
Their place in the queue, an estimated wait and how many customers are waiting. If the queue is full or the wait runs too long, the widget offers to take a message instead.
What happens outside business hours?
The widget follows your business hours and holidays. Outside them, the visitor can leave a message, which becomes a ticket, an email to your team, or both. The customer is told it arrived.
Can a chatbot answer first?
Yes. The chatbot and flow builder are in every plan. AI answers from your help centre come with Pro, or with an AI pack on Basic.
How many websites can we put it on?
Basic includes 1 website chat widget and Pro includes 5. Each widget has its own branding and allowed domains.
Do chats reach the CRM?
Yes. An agent or the chatbot can create a lead or a contact from the chat, and the conversation stays on the record.
Is there a free trial?
Yes. Try Pro free for 14 days. No card needed.
See the widget with your colours.
We reply within one business day by email or WhatsApp.