Your assistant is good at the questions it has answers for. Live chat covers the rest: a visitor taps Talk to a person on your website, and someone on your team steps into the same conversation and types back.
What the visitor sees
- A Talk to a person button under the chat box. It only appears when someone on your team is actually around — more on that below.
- They tap it and see "Finding someone for you…".
- When a teammate picks it up: "Dana joined the chat." From then on they're talking to a person, and it's obvious which replies are which.
- If nobody picks it up in time, the assistant apologises and offers to take their email instead, so the conversation doesn't just dead-end.
Your assistant goes quiet
The moment a visitor asks for a person, the assistant stops replying — and stays quiet for the whole conversation. Nobody gets two answers to the same question, and your teammate never has to talk over a bot.
What it costs
Nothing extra. Live chat is part of the AI Concierge you already have. A teammate's replies don't use any AI credits, and neither does a visitor who skips the assistant and asks for a person straight away.
Common questions
- Do we have to use it? No. Live chat is off until you switch it on, per assistant.
- What if we're a small team? That's exactly who the availability rules are for — the button hides itself when nobody's watching, so you never promise a person you can't produce.
- Does the assistant still work? Yes. Most conversations never need a person at all; live chat is the escape hatch for the ones that do.