Two tabs for every order question
Copy the email, switch to the admin, search, switch back, retype the status. Forty seconds of silence, forty times a day.
It is the most common support question in ecommerce, and in most teams it costs an agent two browser tabs, a copy-pasted email address and forty seconds of silence in the conversation. It should cost one glance at a panel beside the chat.
Four things we hear from D2C teams often enough that they are on this page rather than in a sales call.
Copy the email, switch to the admin, search, switch back, retype the status. Forty seconds of silence, forty times a day.
Sale week needs six agents. The rest of the quarter needs two. You are billed for a seat either way.
Someone reads the shipping page three times and leaves. You find out from the analytics dashboard a week later.
A customer with money in their hand gets a decision tree, and the decision they make is to close the tab.
Point us at the order API you already run — whatever it is, whatever it calls its fields. You map its fields onto ours once, against a live sample response so you can see what you are mapping, and from then on your agent sees the customer’s orders in a panel next to the chat.
Most customers who need reassurance never click the chat bubble — they reread the returns policy and close the tab. See who is on the site as they browse, what page they are stuck on and how long they have been there, and open the conversation yourself.
Sale week needs more people on chat than February does. Plans here are priced on chat volume and plan limits rather than on how many names are in your agent list, so putting three extra people on for a fortnight is a staffing decision rather than a procurement one.
Three of the six feature pages, picked for this audience rather than listed alphabetically.
One always-on socket carries messages, typing, presence and read receipts. No polling, no five-second lag, no bot maze in front of a human.
Live chatWhen typing stops being enough, the visitor clicks call. Browser to browser over WebRTC — no phone number, no dial-in, no app to install.
Voice callingA live list of everyone browsing, where they came from and what page they are stuck on — and a button to start the conversation first.
Live visitorsAny platform with an order API you can point us at. Rather than shipping a fixed list of plugins that goes stale, we let you map your API’s fields onto ours — see Integrations.
Someone needs to know the endpoint and how to authenticate to it. The mapping itself is a wizard your company admin can work through, against a live sample from your own API.
Yes — the visitor clicks call inside the chat they are already in. No number, no install, no per-minute charge. See Voice calling.
No. Someone who opens the widget is queued for a human. Canned responses and routing make your agents faster; they do not stand in for them.
More of these on the general FAQ.
One line of code, no card to start. If it is not right for you, you will know within an afternoon — and we would rather hear why.
Pick the categories you're comfortable with. Essential is always on — everything else is yours to decide. See our cookie policy.
Session, security and CSRF cookies. Needed to keep you signed in and the site secure — there's no version of the site that works without them.
Remembers small things — billing cycle preference, last viewed plan. Disabling makes the site slightly less smart, never broken.
Anonymous, aggregated visit data — which pages get read, which features get clicked. We use this only to decide what to build next.
Attribution for ad campaigns and remarketing pixels. Off by default — enable only if you don't mind retargeting.