A question on your siteshould not go unanswered.
One line of code adds live support to your site. The AI answers from the price list, catalogue and FAQs you upload; where it does not know, it does not guess and hands the chat to your agent.
Rather hand the job over? In our WhatsApp & Live Chat service we run this tool for you; scope and monthly price are published.
WhatsApp AI chatbotHow live support works
A visitor types a question on your site. The AI first looks in the price list, catalogue or FAQ document you uploaded. If the answer is there it replies; if not, it hands the chat to an agent. Instagram and Facebook messages go to a separate inbox; see the social media management tool page.
- 1Visitor writes
The chat window opens; a short form can come first.
- 2Documents are checked
The AI looks for the answer only in your uploaded documents.
- 3Answer or hand-off
It answers if it can; otherwise, or when a rule fires, it hands off.
- 4Agent takes over
The chat goes round-robin or to the least busy agent; the AI stops.
- 5Record
Chat history and ratings stay in the panel.
When the AI steps back
The biggest risk of an AI chat is stating something it does not know. Here, the points where the AI stops are set up as rules and actually enforced.
| Reason | What happens |
|---|---|
| No answer in the knowledge base | The AI does not invent one; it hands off to an agent |
| A hand-off keyword appears | Words you choose, such as refund, complaint or agent, move the chat to a person |
| The visitor asks for a person | The chat goes straight to an agent |
| Restricted topic | On topics you flag, such as refund decisions, the AI does not answer |
| Outside working hours | Depending on your setting, the AI answers or a leave-a-message form opens |
Which documents train the AI
- PDF, Word, Excel, CSV, slides, plain text and website addresses can be added.
- Price lists, catalogues, return terms and FAQs are the most useful documents.
- Scanned PDFs contain no text; the system spots this, warns you and does not store half-extracted text.
- The panel shows which document each answer relied on.
Seats, AI replies and documents by plan
Allowances come from the live chat plan definitions. Current monthly prices are on the pricing page.
- Only AI replies are billed; agent messages are free.
- Proactive invite rules, working hours and badge removal open from Live Chat Pro up.
- Multiple domains and white label are on Live Chat Enterprise.
- The daily counter resets on Istanbul time.
Prices are on the pricing page. Live support can also be added to your existing plan as an add-on.
Pre-chat form, privacy notice and appearance
The pre-chat form can collect name, email, phone and topic, with a link to your privacy notice. In Türkiye, the duty to inform is set out in Article 10 of Law No. 6698.
- Change colour, position, corner radius, icon, avatar and light or dark theme.
- Edit every line of text, from the welcome message to the rating question.
- Visitors can send images or PDFs up to 8 MB.
Frequently asked questions
Is live support really free?
The Live Chat Starter plan is free: unlimited chats with your own agents, 2 seats and AI replies on 20 conversations a day.
Will the AI give wrong information?
It only answers from documents you upload. If it finds no answer there, it does not invent one; it hands the chat to your agent. The panel shows which document each answer came from.
Does the chat close when my quota runs out?
No. Only the AI stops; the chat moves to your agent and continues without a break.
Which sites can I install it on?
Any site where you can add HTML. Add the one-line code from the panel to your pages.
Can I upload a scanned PDF?
A scanned PDF is an image and holds no text. The system spots this and warns you; upload the Word or Excel version or paste the text.
How are chats shared between agents?
Round-robin, to the least busy agent, or manually. When an agent takes over, the AI stops.
Can I add it to my current plan?
Yes. Live support can be bought on its own or added to your existing plan as an add-on.
Sources
The official documentation behind the technical points on this page:
- [1]Law No. 6698 on the Protection of Personal Data (Türkiye)
The legal basis of the privacy notice duty in the pre-chat form (Article 10).
- [2]MDN: The script element
How the one-line install code is added to a page.
- [3]W3C WAI: Dialog (modal) pattern
Accessibility guidance for windows that open on a site, such as a chat.
Related pages
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