Nobody can watch a chat window *all day*
Traditional live chat means someone has to be watching, all day, or visitors hit "Leave a message" and bounce. Pure AI chat means there's no escape hatch when a visitor says "I just want to talk to a person." Upchat does both: the AI greets, qualifies, and answers; your team joins only when it's worth their time — and nobody is ever left waiting on an empty chair.
How it works
AI to human and back, in three steps
AI starts every conversation
Greets the visitor, learns their name and what they need, answers from your knowledge base.
Handoff when it counts
The visitor asks for a person, or the AI finishes intake and an agent is available. The visitor sees a clean "Let me connect you with someone" — no contradictory questions, no dead ends.
Your agent takes over
The conversation appears in the agent inbox with the transcript, captured details, and a checklist of what's still unknown. Click Take Over, chat in real time, then End — and the AI resumes seamlessly.
Features
Can I talk to
a real person?
Yes — and they'll already know who you are and what you need.
Smart handoff triggers
Choose when the AI brings in a human: when the visitor explicitly asks (customizable trigger phrases like "talk to a person"), when intake is complete, or both. Optionally only during business hours.
Real-time agent console
A dedicated inbox at /agent with live WebSocket updates — no refreshing, no polling. See every active, waiting, and recently closed conversation; filter by chatbot; jump into any one with full history.
Visitor context at a glance
A side panel shows the lead's name, email, phone, where they came from (source, medium, campaign), pages they visited, and time on site — plus a live checklist of which details are captured and which are still to ask.
AI-assisted replies
Click Suggest reply and the AI drafts a response grounded in your knowledge base and the full conversation. Edit or send as-is. Pair with canned responses (shared team library plus personal shortcuts, with keyboard navigation) for the questions you answer every day.
Agents visible in the widget
When agents are online, their avatars appear on the chat launcher so visitors know a real person is available. Typing indicators and agent names make the conversation feel human.
No one left waiting
Set a queue timeout. If no agent picks up, choose what happens: the AI continues the conversation, the visitor is offered to leave a message (which becomes a normal lead with notification), or the AI offers to arrange a callback. The visitor always has a path forward.
AI steps back in
If an agent goes quiet mid-chat for longer than your idle threshold, the AI resumes — without re-greeting or re-asking for details it already has. When an agent ends a chat, the AI picks up so the visitor can keep going.
Presence that just works
Agents set Available / Busy / Away, and Upchat tracks Idle and Offline automatically — including auto-offline after business hours, so visitors are never told someone's available when they're not. Business hours support your timezone and holidays.
Concurrency and seats
Set the maximum simultaneous chats per agent. Seats are added as needed; each conversation goes to the first available agent who claims it (round-robin style), with no double-assignment.
Post-chat satisfaction rating
When a human-handled conversation closes, the visitor is asked to rate it. Ratings land on the conversation record.
Full history, one place
Live chats are the same conversations as AI chats — same transcript, same lead record, same classification. Browse the Live Chat History view or find them in your Leads inbox.
Live Chat questions
Do I have to be online all the time?
No. The AI handles everything until you're available. If nobody picks up, visitors leave a message, request a callback, or keep chatting with the AI — your choice.
How does a visitor reach a person?
They ask ("can I talk to someone?") or the AI hands off automatically after collecting their details. You configure the trigger.
Does the AI start over after a handoff?
No. It knows what was said and what's already captured, and continues from there.
Can agents see who they're talking to?
Yes — name, contact details, where they came from, pages visited, and what's still unknown.
Can multiple agents work at once?
Yes. Set per-agent chat limits; the first available agent claims each conversation.
Does it work after hours?
The AI answers 24/7. Agents auto-offline outside business hours so visitors are never promised a person who isn't there.
Is there a satisfaction survey?
Yes — visitors rate human-handled chats when they close.
Be there when it matters. Let the AI cover the rest.
Turn on Live Chat in your existing widget — no new tool to install.