Service capability
Chat Support
Chat programs balance speed and quality with intelligent routing, prepared responses, and continuous conversation analysis.
What we handle
- Real-time web chat
- In-app chat
- Concurrent conversation handling
- Bot-to-human handoff
- Brand-safe scripted and live responses
How the operation works
Chat initiated
Triage
Live response
Resolution or handoff
Operating outcomes
Concurrent handling
Bot-to-human transfer
CSAT optimization
Channels
Web chatIn-app chat
What we report on
First response timeConcurrent handlingCSAT
Common questions
Chat Support FAQ
Can agents handle multiple chats at once?
Yes -- concurrent chat handling is a standard part of the model, balanced against response-time and CSAT targets.
What happens when a bot can't resolve an issue?
Bot-to-human handoff is built into the workflow, so a live agent picks up with the conversation context already in hand.