Definition: Live chat

Live chat is real-time communication between website visitors and a staff member via a chat window – often combined with a chatbot that automates first contact.

Live chat and chatbot together

A chatbot catches enquiries first and answers the common questions instantly. Only what truly needs a human reaches the live chat, which improves your first response time and relieves the team.

More than the website

Classic live chat lives on the website. Modern solutions like HeroChat bundle it with WhatsApp, Instagram and Facebook in one omnichannel inbox – one place for every conversation.

Related terms

Definition

Chatbot

A chatbot is a program that communicates automatically with people in a chat – from simple rule-based replies…

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Omnichannel communication

Omnichannel communication bundles all channels – WhatsApp, website chat, Instagram, Facebook, email – in one i…

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First response time

First response time (FRT) measures how long customers wait for the first reply. It is a key metric for service…

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AI chatbot

An AI chatbot is a computer program that uses artificial intelligence to understand natural language and answe…

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Frequently asked questions

What is the difference between live chat and a chatbot?
In live chat a human replies in real time. A chatbot replies automatically. In practice the two are combined: the bot handles standard questions, the human the tricky ones.
Do I need staff on standby for live chat?
No. With an AI chatbot in front, most enquiries are answered automatically. Your team only handles the conversations that truly need a person.

See HeroChat in action

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