Live Chat
Live chat where the AI answers first. Your team joins the chats that need a person.
For shops and small teams who can't watch a chat window all day. The AI handles routine questions on your website and WhatsApp. When a customer needs a person, a teammate replies live in the same conversation.
How live chat runs
Your team only sees the chats that need a person.
- 01
The AI takes the first message
Delivery times, sizes, opening hours. Questions your content answers never reach your team.
- 02
You join the chats that need you
When a customer asks for a person, the chat is routed to someone online and they claim it.
- 03
Reply live, then resolve
Both sides see typing as it happens. Resolve the chat and the AI is back for the next question.
Replies and notes
Answer in seconds, and talk to your team without the customer seeing.
Type / in the reply box for canned replies such as a greeting or a closing line, with the customer's name filled in. Switch to Private Note (Internal) to leave a message for your teammates in the same thread. Customers never see it.
If someone else should take the chat, transfer it with a note. The customer is told they're being transferred, and the AI stays out of it until the chat is resolved. How the AI decides to bring your team in is covered on the chatbot to human handoff page.
Availability
New chats find you. Busy or away, they go to someone else.
Set yourself to Online, Away, Busy or Offline from the top bar. Only teammates set to Online get new chats, and you can see how many you already have open.
When a chat is waiting or assigned to you, ZynfoAI shows an alert in the app, plays a short chime, and sends a browser notification if you've allowed them. Conversation routing decides who gets each chat.
Website and WhatsApp
One list for your website chat and WhatsApp.
Chats from your website chat widget and your WhatsApp Business number sit in the same inbox. Filter by channel when you want one or the other. Your WhatsApp replies go out from your business number.
On WhatsApp, replies inside Meta's 24-hour customer service window are free-form, so pick those chats up quickly. For more, read the WhatsApp AI chatbot guide.
At a glance
What your team gets in live chat.
- Channels
- Website chat widget and WhatsApp Business, filtered by channel in one list
- Composer
- Public Reply or Private Note (Internal), canned replies with /
- Typing
- Visitor typing shown in the inbox, your typing shown in the website widget
- Alerts
- In-app alert, sound and browser notification for new and assigned chats
- Status
- Online, Away, Busy or Offline. Only Online teammates get new chats
- Actions
- Claim, transfer with a note, convert to ticket, resolve, close
- Images
- Website visitors can send images up to 5 MB
- Hours
- Working hours with a time zone and an offline message
- Team
- Owner, admin and agent roles. Up to 11 seats on the $99/mo plan
Common Questions
About live chat in ZynfoAI.
Is this live chat or a chatbot?
Both. The AI agent answers every chat first. When a customer asks for a person, or the AI can't help, a teammate takes over the same conversation in the inbox. The customer doesn't have to start again.
Can I set working hours for live chat?
Yes. Set your team's working hours with a time zone and weekly schedule. Outside those hours, a customer who asks for a person sees your offline message, a ticket is opened if ZynfoAI has their email or phone, and the AI keeps helping.
Does live chat work on WhatsApp?
Yes. WhatsApp conversations come into the same inbox as website chats. While a person is handling a WhatsApp chat, the AI stays quiet.
Can my team use saved replies?
Yes. Type / in the reply box to insert a canned reply. Teammates can also leave private notes that customers never see.
How many people can answer chats?
The Pro plan includes up to 11 team seats, with owner, admin and agent roles.
More features. All in one plan.
All featuresLet ZynfoAI take the first reply.
Answers on your website and WhatsApp from your own content, with your team one click away. Free for 7 days, then $99/month.