Managed Contact Center / Omnichannel Messaging

Website Live Chat

A live chat widget can be added directly to your website, routing incoming chats into the same queues and agents already handling your phone calls — one team, one set of tools, instead of a separate chat platform to buy, learn, and manage independently.

Does this require separate software or a different agent login?

No — chat comes into the same unified inbox your agents already use for calls, SMS, and other channels. There’s no second system to log into or monitor separately.

Can we customize how the chat widget looks on our site?

Yes — branding, colors, and styling can match your website, along with a pre-chat form to collect a visitor’s name and reason for contacting you before an agent even joins the conversation.

What happens if a chat conversation needs a phone call instead?

An agent can escalate the conversation into a live phone or video call with one click, without asking the customer to hang up and call in separately — see Chat-to-Call Escalation.

Does live chat route the same way our phone queues do?

Yes — chats join a queue and get distributed to available agents the same way calls do, and can use the same skills-based routing logic so the right agent handles the right conversation.

Can we see chat history and volume in our reporting?

Yes — chat activity is tracked alongside your other channels in reporting, so you can see chat volume and performance the same way you already track calls.